Author Archives: Mitch Gooze

A Brief Study in Contrast

Two customer experience stories in the same day. One is an example of great (and from an airline no less). The other is an example of pathetic, at best. Let’s start with the great one. I was sitting in the … Continue reading

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The Try Something Loop

Most companies use the “try something loop” when they have a shortfall in sales that needs to be addressed in the short-term. The try something loop consists of having a brainstorming meeting to come up with ideas to increase sales … Continue reading

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More Sales Prevention

I am thinking that to be as good at sales prevention as some companies are, and still exist, it is because they have a monopoly or near monopoly, or their entire competitor base operates the same way. Today’s sales prevention … Continue reading

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Sales Prevention, Or At Least Impediment

Last week I posted an example of brick and mortar suicide. Today’s example is a brick and mortar store (Target) but it is really target.com. Recently a friend of the family had her first child. We wanted to get her … Continue reading

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And More Brick and Mortar Suicide

It never ceases to amaze me how brick and mortar retailers find more ways to do themselves in while blaming e-tailers for their plight. Today’s example is Big 5 Sporting Goods. To be fair I rarely shop there, but have … Continue reading

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Can You “Manufacture” Customers?

Digging through our archives we found this article from the 1999 issue of Electronic Business that Ralph wrote. It does not appear to be available online (even though the world-wide web existed back then), so we are posting it here … Continue reading

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If You Can’t Fix It, Feature It: Part 6

As I said in the prior five posts in this series, one of my Group Executives at Teledyne, Roy Fields, said those words to me (If you can’t fix it, feature it) and they have proven hugely valuable. This sign … Continue reading

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