Marriott is in good hands
When I received my first management position with Marriott in 1992, I worked for a general manager named Mark Conklin. Although Mark (as he preferred
January 9, 2012
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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
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
That little extra…
In today’s economy, consumers increasingly scrutinize the “value for price paid” of a product or service. While extraordinary customer service adds value, many service organizations
June 17, 2011
Unique knowledge
The notion of unique knowledge was first brought to my attention by a colleague from Boston. John was quite interesting and I learned a lot
April 21, 2011
Here, take my car.
The week before Christmas, I brought my car in for maintenance. The dealership offers both a waiting area as well as a shuttle service to
December 29, 2010
Fat bill at Fatburger
Have you met anyone who enjoys being nickel-and-dimed? Do you know anyone who embraces unexpected add-on charges? Of course not. That’s because these business practices
April 28, 2010
A server who refused to serve
My family and I decided to try Carino’s Italian restaurant for the first time tonight. When we entered the restaurant, we were “greeted” by the
November 10, 2009
Extra! Extra! Read all about it!
I recently bought some fresh fish at Whole Foods Market. As is customary, I waited my turn as customers who arrived before me had their
October 4, 2009
