Category Archives: Customer Satisfaction

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

Posted on July 29, 2012 by donkincaid

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 →

Posted in Customer Satisfaction, Marketing, Retail, Technology | Tagged , , | 2 Comments

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

Posted on October 14, 2011 by donkincaid

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 →

Posted in Customer Satisfaction, Marketing, Profiles, Retail, Social Media | Tagged , , , , , , , , , | 9 Comments

Subway and Sky Diving = Repeat Business

Posted on September 26, 2011 by donkincaid

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

Posted on April 16, 2011 by donkincaid

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 →

Posted in Customer Satisfaction, Fort Wayne, Marketing, Motivation, Retail, Social Media | Tagged , , , , , , , , | 3 Comments

Twitter. The Good, The Bad, and Character

Posted on April 4, 2011 by donkincaid

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 →

Posted in Customer Satisfaction, Marketing, Social Media | Tagged , , , , , , , , , | 5 Comments

The Stadium is Now the Studio and May Soon Be Empty

Posted on February 7, 2011 by donkincaid

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 →

Posted in Customer Satisfaction, Fort Wayne, Marketing, Technology | Tagged , , , , , , , , , , , , , , | 1 Comment

Concrete, Facebook, Lemonade

Posted on February 5, 2011 by donkincaid

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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Retail Merchandising Oops! Now What?

Posted on January 3, 2011 by donkincaid

I walked up to a FedEx Office location late this afternoon and this is what I saw: Good promotional poster, but wait, it expired 12/31/2010 and today is 1/2/11. Seeing expired promo material in a store is a real pet … Continue reading →

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Mall Christmas Shopping – Stepping Away From The Desk

Posted on December 30, 2010 by donkincaid

In recent years, I’ve done a majority of my Christmas shopping online. This year was different. I went to the mall two days before Christmas. Was I out of my mind? With my experience in customer satisfaction and the challenges … Continue reading →

Posted in Customer Satisfaction, Retail | Tagged , , , , , , , | 4 Comments

Do You Fluff The Rocks?

Posted on October 17, 2010 by donkincaid

Henderson Beach State Park in Destin, FL makes a great first impression. Camp sites in great condition, spotless bathhouses  AND they had silk flowers on the counter. All the staff were helpful and friendly. I even watched them rake the … Continue reading →

Posted in Customer Satisfaction | Tagged , , , , , , | 1 Comment