Create lifetime customers by reinventing the wheel

Creating customer loyalty isn’t always as easy as riding a bike. Just ask Chris Zane, owner of Zane’s Cycles, and author of a new book, “Reinventing the Wheel: The Science of Creating Lifetime Customers.” You don’t need to own a bicycle to enjoy Zane’s account of how...

Staying competitive today: Answer this one question

“What do you know about the demand of your most profitable customers that your competitors don’t know?” (I came across this question in a new book: How Companies Win by Rick Kash & David Calhoun. I’m going to write a review of it soon – great book!) When you can...

Focus on the stars; be more customer centric

Here’s a quick astronomy lesson on how stars are formed. (No, you haven’t stumbled on to the wrong blog—bear with me….) When swirling particles of gas and dust clump together they create a gravitational pull that draws in other particles and clumps. The...

What Customer is King Does Not Mean

Here are some mistaken assumptions about a business that puts the customer first or makes them a top priority in business. Mistaken assumptions: 1. That putting the customer first means doing everything a customer says. 2. That valuing the customer means taking any...