How do loyal customers act?

Companies that customers love are forgiven even when mistakes are made (look at JetBlue.) I’ve had these experiences myself. Have you? Do you know that restoring a relationship after a problem can grow an even more loyal customer than one who never had any trouble...

Satisfying customer needs in innovative ways

Today while I was at Starbucks I went looking for their bottles of peppermint syrup. Last winter I bought it as a gift for my husband who loves peppermint hot chocolate (and he was thrilled). So I wanted to repeat the gift because it tastes so good. I couldn’t...

Through the Eyes of a Customer

Ah the ever important message: see through the eyes of your customer, not your own eyes. This is very important because often we filter things based on our own preferences, viewpoint, biases, etc. Several times this week I’ve seen examples of a retail store...