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
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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
Squeaky clean follow up
Last week, I brought my car into Car Wash Express to remove the window paint my son had used over the weekend to decorate the
November 15, 2011
I’m listening…
Years ago, I sat next to an executive on a flight home to Denver. When he learned that I worked for Marriott, he mentioned that
October 27, 2011
A matter of trust
This post is the sixth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe
October 24, 2011
