It seems to emerge as a common theme. A business hits a rough patch when nothing they try seems to work. Then, when all the innovating and experimentation is exhausted, a move back to basics ensues. So it is for coffee giant, Starbucks. According to a recent...
One more comment on the many benefits of face-to-face meetings with customers. An objection I often hear is this: “My customers are too busy to see me…”. Well, that’s probably true, given the nature of most customer visits. Consider this: are you going there to...
My most recent offering on the power of face-to-face meetings seems to have struck a chord. So, a few more comments on this important topic. I cited a TV commercial in which a business manager scolds his team and himself for neglecting to visit customers....
It’s been said that “a desk is a dangerous place from which to view the world.” A recent newspaper article and a long-ago television commercial reinforce this notion. In a Wall Street Journal article titled “This Fed President Is Ditching His Desk,” Richmond Fed...
One way to get a handle on the level of customer satisfaction is the use of satisfaction surveys. But do they tell us the whole story?