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
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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
Unique knowledge sells stuff
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
September 30, 2009
