by wiadmin | Feb 21, 2014 | Customer Loyalty
Tom Edison’s well-known clever line about how he discovered the incandescent light, “I have not failed. I’ve just found 10,000 ways that won’t work” tells us a lot about the nature of innovation, especially innovative service. Being correct can be...
by wiadmin | Feb 14, 2014 | Customer Loyalty
Every small town in America has a Buster. Let me tell you about a real Buster I knew. He sold Grit newspapers on Main Street and knew the birthday of everyone in town. He worked part-time as a stocker at the local feed store, the watering hole for the agricultural...
by wiadmin | Feb 13, 2014 | Customer Loyalty
Rick McIntire called me last week! He was the really great sales person who sold me a GMC Jimmy SUV in Dallas about twenty years ago…that was at least four Lexus’s and a fire engine red Mazda Miata ago. Rick knows I changed brand affinity because the GMC dealership...
by wiadmin | Feb 11, 2014 | Customer Loyalty
The origin of Valentine’s Day is very instructive. It was initially associated with a religious celebration honoring St. Valentinus, a priest from Rome who was martyred about AD 496. Two stories (call them myths if you want to be completely accurate) frame the...
by wiadmin | Dec 10, 2013 | Leadership
Sooner or later it happens if you decorate enough Christmas trees. At some point you discover that almost all of the ornaments are handmade or have some special meaning. Discarded are those generic, store bought ones that looked pleasing to the eye but had no short...
