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When was the last time you let a customer go? It sounds counterintuitive, but sometimes, saying goodbye is the right thing to do. There was recently an interesting case study in the Harvard Business Review about a company that had started using activity based . . . →Read Full Post Several years ago I worked in corporate marketing for UPS, a remarkably well-oiled organization. To improve our Preferred Customer Program, we decided to benchmark best-in-class performance of other companies. Our team members wrote personal letters to several companies about real-life experiences to see how . . . →Read Full Post Customers can be funny creatures. Often you think you know what they want, because they told you they want it. And you know what they don’t want, because they told you that, too. But sometimes, like in the Dr. Seuss book, Green Eggs and . . . →Read Full Post “Why can’t you ever make anything that actually tastes good?” If you’ve had the joy of parenting a teenager, you probably have heard a similar comment. If not, I can tell you, it’s not my cooking. I promise. Teens just have a way of . . . →Read Full Post I've always been a big believer in bad news. I'm not a pessimist – in fact, I consider myself an optimist. Maybe that's why I'm convinced that bad news can usually be turned into something good. So it surprises me when I hear . . . →Read Full Post |
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