Do your best customers feel welcomed?
My family and I will travel to Breckenridge next month over spring break. As we do every year, we’ll be staying at our favorite lodge
March 19, 2015
Blog
Read More »
Unique knowledge separates the best from the good
Voltaire, the 18th-century French philosopher, said, “The best is the enemy of the good.” I love this quote because, to me, it highlights the distinction
September 2, 2014
How apologies influence consumer behavior
Earlier this month, I read a Wall Street Journal article titled The Art of the Airline Apology. The article features a 2009 study by researchers
July 21, 2014
Aristotle was right
This is the third post in a series that will explore a set of questions I received from participants during a webinar on the topic
October 7, 2013
Bourbon betrayal: Can I still trust you?
A story broke last week about the customer backlash against Maker’s Mark after the bourbon maker announced that, in order to stretch its supply to
February 23, 2013
Service quality is high at Lowe’s
On Monday of this week I attempted to return a Price Pfister kitchen faucet purchased last year to Lowe’s Home Improvement store. The cashier, Karen,
December 7, 2012
Outliers are interesting
A blog reader recently shared this story: My family recently moved, but our kitchen was not completely finished. Making meals was difficult so we ordered
November 16, 2012
Duped
This post is the ninth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe
December 1, 2011
Customer equity
In his book, Customer Centricity: What It Is, What It Isn’t, and Why It Matters, Peter Fader, Professor of Marketing at the Wharton School of
November 22, 2011
