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
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
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
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
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
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
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
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
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
The other day I was waiting in line at Starbucks and noticed a display of coffee mugs that were selling for $8.95. My first thought
Proudly sharing Steve’s vision of delighting customers: Digital Opera
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