Monthly Archives: December 2016

Improving Customer Experience

I rarely check luggage so my recent experience may be old news for some of you. It may also not be limited to Delta Airlines, but then again, maybe they are pioneering a valuable customer experience. I criticize the airlines … Continue reading

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Differentiation By Customer Experience

You can’t out Walmart Walmart. You can’t out Amazon Amazon. And most retailers have to contend with one or both of them, or their equivalents. They may be direct competitors or indirect competitors. If you want to successfully compete with … Continue reading

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Thank Goodness McDonald’s Wasn’t Like JC Penney

I have previously noted how JC Penney hired Ron Johnson to create a growth strategy for the company. He implemented a new strategy, and as anyone would likely realize, sales went down. Why, as I wrote in the prior post, … Continue reading

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