Posted by: Mitch/Ralph on: December 5, 2009
I feel like Glen Beck. Well maybe not as infamous or well-known, but similar in a way. Glen has kept a phone on his desk waiting for a call from the White House to discuss something he suggested they were doing badly. No call so far.
On November 12th I posted on our blog about The [...]
Posted by: Mitch/Ralph on: September 23, 2009
There’s a credibility gap between most businesses and their customers. According to an Edelman survey done May- early July of this year, only 44% of Americans say they trusted business, which is down from 57% in late 2007. Companies are noticing higher customer defections, and not just because of the economy. What to do? An [...]
Posted by: Mitch/Ralph on: July 6, 2009
# 8 is to spend time with your customers. Those who have heard me speak, or read other things I have written, know I strongly believe that spending time with your customers (not trying to sell them but rather to remember how to “think like a customer”) is critical to success. In addition, in stressful [...]
Posted by: Mitch/Ralph on: May 7, 2009
A year ago we published a paper on marketing in a down economy. We identified 11 key tactics. I am sharing them in this blog over the next few weeks, but if you want them all at once you can download the paper free.
Tactic #4 is to focus on profitable accounts. The trap of marginal business [...]
Posted by: Mitch/Ralph on: February 4, 2009
We assume companies that advertise to create new customers want to make sure those new customers experience a product or service that is in keeping with the advertising so they become repeat and perhaps insistent (loyal) customers. Apparently Emirates Air thinks differently.
They have been running a deluge of ads in the San Francisco Bay Area over [...]
Posted by: Mitch/Ralph on: December 8, 2008
Ted Reed posted an article today on TheStreet.com about Southwest Airlines that misses the point. His article, The Mainstreaming of Southwest Airlines, suggests that Southwest is becoming like all the other airlines because they are now going to serve Minneapolis and LaGuardia. He makes the statement that Southwest distinguished itself for years by avoiding such [...]
Posted by: Mitch/Ralph on: November 24, 2008
As a follow-up to my Sears post, I thought you might find it amusing and sad that three days after reporting Sears to the Better Business Bureau regarding the stackable washer and dryer, a Sears regional executive “reviewed the file” and decided they would replace the defective washer and dryer at no charge. Which they [...]
Posted by: Mitch/Ralph on: October 22, 2008
Mervyns, a California based retailer declared bankruptcy earlier this year and just announced that they were going to liquidate as they could not find a buyer or appropriate financing to continue. No doubt many will ascribe their demise to the credit crunch and recession. While the credit crunch may have been the final nail in [...]
Posted by: Mitch/Ralph on: August 1, 2008
You know how we love to make examples out of the airlines, even though it is not much of a challenge. We are, of course, not alone. Kim Komando posted two YouTube videos on her blog that are quite funny and enlightening at the same time. The first one, a skit from the Carol Burnett [...]
