Even Slight Exaggeration Can Sabotage The Credibility Of Your Value Message
You can damage your credibility by making exaggerated claims about the benefits of your product.
Retailers’ Obsession With Collecting Your Personal Information Is Ruining Customer Service
Viewing customers as mere “data resources” takes salespeople’s focus away from making sure they have a positive experience in the store.
The Future Of Brick-And-Mortar In The Online Era Will Depend On The Value Of The Face-To-Face Experience
Being in the same physical space at the same time may have started out as a practical necessity to doing business, but customers and merchants alike have valued the personal relationships that grew out of this kind of interaction. Will everyone be willing to let this go away?
It’s Shark Week: What We Can Learn From Them About Managing Our Reputation
Sharks have a reputation. So does your business. What can you do to manage it?
“Trick Play” Reveals A Business Idea For The NFL
Time for more surprises in the game.
Amazon’s Cashier-less Grocery Stores: Another Big Test (Sort-of) For Brick-And-Mortar
The fate of their new store concept might be more of a referendum on the struggling model of pre-packaged foods than on cashier-less transactions or brick-and-mortar stores.
What Are Your “Samples” Telling Prospective Customers About Your Company?
Every interaction with a prospective customer sends a message about what it would be like to do business with your company.
How To Protect Your Brand When You’re Counting On Non-Employees To Deliver Service
There’s no reason you have to sacrifice a great customer experience, even if the workers you have providing service are non-employees.
Is Online Selling Killing The Face-To-Face Spirit Of Customer Engagement?
Self-service should be just another point of access for the consumer, rather than an excuse for the company to avoid engagement.
Are The Rock And Magnum, P.I. Being Used To “Hack” The Product Iteration Cycle?
There’s a new kind of celebrity promotion out there, and it doesn’t bode well for the future of refining and perfecting products.