What customer’s value, more than a coupon

Everyone knows about the proliferation of the latest “deal” emails and offers (a.k.a. Groupon, Living Social, Google Offers, and the like). However, marketing is more than just offering a discount. Marketing that relies only on price cuts becomes a battle over the...

Repairing customer relationships after a blunder

Last week during my Hyatt Hotel stay (see blog on kudos to Hyatt before I even arrived) my room was on the same floor with a loud late night party. The yelling in the halls, door banging and worse was coming from multiple people in multiple rooms and as far as I could...

Change is good, right?

I was walking by an old Filene’s department store building–an old time anchor of the outdoor shopping area called Downtown Crossing here in Boston. The building is partially demolished. I mean a whole city block. The old structure looks sad. It looks like a...

1 to 1 relationships create loyalty

I read an interesting article this week about how many colleges treat their students like products. Students come in “unprocessed,” they get processed (educated) and then they leave as a final product. The article went on to explain that this kind of...