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Know thy customer

I recently received a review copy of The American Retail Value Proposition: Crafting Unique Experiences At Compelling Prices by Kyle B. Murray. Among other gems, the author presents the RFM (recency, frequency, monetary spend) model for determining customer value. Dr. Murray writes: “(O)ne of the best ways to predict future

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October 20, 2016

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 at the base of the mountain. When making the reservation back in January, I requested a slope-side view with the understanding that any request would

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March 19, 2015
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