Profiting from poor service is unsustainable
An article titled Some Absurd Airline Rules in the August 18, 2016 Wall Street Journal caught my attention. What stood out to me was that
August 19, 2016
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Stop Counting Paperclips!
Last month, I returned to one of my favorite hotels in New York City. It was my first stay since the hotel completed an extensive
July 11, 2016
Serving is selling
I recently struck up a conversation with my insurance agent, Kevin, about the link between customer service and sales. We both agreed that the line
July 16, 2015
Customer development
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 28, 2011
Nickel and diming kills the goose
Remember the Aesop’s Fable, The Goose with the Golden Eggs? A man and his wife had the good fortune to own a goose that laid
August 1, 2011
Want to increase profits? It’s simple: Charge more.
I’m currently reading the book Smart Pricing by Jagmohan Raju and Z. John Zhang. Anything published by Wharton School Publishing has been thoroughly researched and
August 27, 2010
