Blog

2008 Industry Leaders Survey

Thanks to all of you who participated in this year’s survey! The unique perspectives shared in the survey feedback and analysis produced some interesting results. My hope is that the information can be used to improve the product and service quality for those who choose to read it, share it,

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Customer-Unfriendly Return Policy

My wife had ordered a set of Batman and Robin walkie-talkies on-line from the website of a national toy retailer. After they arrived and my boys had a chance to try them out, we learned that the reception was poor if the handsets were more than one or two rooms

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Freedom of choice

I’d like to contrast my last post, When people compete, products get better, with an illustration of abundance mentality and consumer choice. My father-in-law is a restaurateur here in Denver. Several years ago, he took out a full-page ad in the local newspaper that read, “Take this ad to your

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When companies compete, products get better.

There’s a bagel restaurant in my neighborhood that posts a sign on its front door that reads, “No outside food or drink!” Apparently, the owner feels threatened by the Starbucks kiosk located inside the Albertsons supermarket next door. The owner must think that by posting this sign he will deter

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The Revelation Conversation

The Revelation Conversation is Here!