Archive for customers SmartBlogs
The outdated mantra “the customer is always right” has been challenged in recent years — and with good reason.
Unfair customers scream at airline, hospitality, and event personnel routinely. In a challenging economy, emotions at all kinds of “cash registers” can run high. Some customers cannot afford what they desperately want, or get to where they desperately need to be, quickly enough.[…] Continue Reading »
Many companies have discovered the virtue of partnering. When they don’t have all the skills or resources needed to truly delight customers, it makes sense to partner with a company that can contribute those missing pieces.
Wal-Mart and Procter & Gamble (a key Wal-Mart supplier) are among the firms that have made this discovery. The challenge is in getting two (or more) different and separate entities to act as a single aligned enterprise in the interest of shared customers.[…] Continue Reading »
In September, a team from a Fortune 500 consumer products company shadowed a guest as he checked into a hotel. The guest — a frequent business traveler whom we’ll call Clay — put his key card into the hotel room door and walked in. Clay knew he was being followed; the products company paid him to participate in a research program.[…] Continue Reading »