The #1 competitor you face today isn’t another company. It’s the customer’s decision to do nothing, to make no change at all…The value they perceive that you offer isn’t big enough to offset what they think it will cost to implement something new.” — Kevin Davis, President of TopLine Leadership and author of “Slow Down, […]
If you have an email address, you have undoubtedly received several variations of the “Nigerian scam” over the years. This is a message purporting to be from someone representing a high official in that African nation. There is a big pot of money hidden somewhere, and they need your help in getting it out of […]
One of the biggest threats to brick-and-mortar retailers in 2012 is “Showrooming”: consumers who walk into a store with a smartphone to look at merchandise and make use of the expertise of the staff… and then make their purchase online from Internet retailer at a lower price. Conventional wisdom holds that because of the “Showrooming” […]
I’ve spent some time on bad customer service lately — Best Buy, Ocean Marketing and Penny Arcade, and, of course, SuperBookDeals have offered plenty of material. So it’s only fair to salute three companies — two national, one local — who did some small things that made things just a little bit nicer. In December alone: The […]
Let’s start with the lesson: email is social media. Even if it starts out private, it can be made public. Extremely public. The short version: in November, a guy named Dave orders a pair of PS3 controllers from an outfit called Ocean Marketing. The controllers don’t arrive. In mid-December, Dave writes to the company asking […]