Category Archives: Customer Satisfaction

RadioShack’s $21MM Net Loss and a Phone Charger

How does my recent need for a phone charger relate to RadioShack’s $21 million dollar 2nd quarterly net loss? Plenty. On a recent visit to NYC, I needed two micro usb chargers for phones. “No problem, there’s RadioShack a few … Continue reading

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Five Ways the Coca-Cola Freestyle® Machine is a Game Changer

Click for video transcript Two years ago I learned about the Coca-Cola Freestyle® fountain machine from a Fast Company article profiling David Butler, Coca-Cola’s Vice President, Global Design. My first thought was this is a great tool to bring mass personalization … Continue reading

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Subway and Sky Diving = Repeat Business

Click for video transcript Three times recently I’ve visited the Subway Restaurant at 10462 Maysville Road in Fort Wayne, IN. Now I make it a point to stop when I’m in in the area. Why?  Because on my second visit, … Continue reading

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Another Reason A Desk IS a Dangerous Place

In my first post, I was reminded that we should step away from the desk. My advice: Visit stores, walk down the hall, pick up the phone – and listen to your associates AND customers. The reason – It’s too easy to … Continue reading

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Twitter. The Good, The Bad, and Character

Twitter –  The  worldwide, instantaneous megaphone AND listening device. It’s Brought millions to the streets. Given businesses – small and large – a voice to engage and grow their customer base. Provided comfort in times of disaster by reuniting families. But then, there are times … Continue reading

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The Stadium is Now the Studio and May Soon Be Empty

Professional sports attendance is under pressure. A couple of stats to ponder: 41% of the NFL teams had home attendance under 95% this past season. That compares to 28% of the teams in 2009.  The NBA is even worse: 60% of … Continue reading

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Concrete, Facebook, Lemonade

I clicked on an ad displayed on my Facebook page. Now I bet you’re thinking … one of those smarmy ones and things started going downhill fast. Nope. It was a local contractor Nick Dancer Concrete promoting stained concrete countertops. … Continue reading

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