With more and more business services becoming automated, it feels like every day we lose a little bit more of the human side of sales. Customer service helplines cycle callers through a handful of machines before they ever speak to a real human, and online ordering means
Recently, I was in Montreal and had the opportunity to stay at a very nice hotel. Everything was great. Even though it was a business trip it’s always nice to have certain amenities while on the road. The quality of the room, food, and service was excellent. Except for one thing
12 times in a row, Porsche AG has achieved the highest customer satisfaction rating in the US. The auto group has an intense focus on customer service and communication that has landed them in first place in the JD Power Institute’s APEAL Study. They’ve reached the top — Porsche is the epitome of
Image Credit: Mike Groll | AP Photo To succeed, a company has to be able to adapt to changing conditions in its market. In other words, you – and your company – have to think on your feet. Even though most people know the importance of staying ahead of the game, sometimes you even have […]
When I think of customer loyalty, there is one store that instantly comes to mind — Wawa. For those readers who are unfamiliar with Wawa, let me say that the following description will not do it justice. Wawa is a chain of convenience stores and gas stations originating outside Philadelphia and now found throughout
Image Credit: Erich Ferdinand on Flickr Recently, I was discussing banking habits with one of the younger staffers at Value Prop. Although I use online banking, my banking experience often includes driving to the bank to complete transactions face-to-face with a teller. Every month, I’m mailed a statement that lists those transactions and provides me with […]
I was sitting outside the reception area for Marketing Sherpa’s Email Summit on the first day, looking forward to delivering a keynote talk on the Five Critical Questions Every Value Prop Must Answer.
I was thinking about and appreciating how the folks at MarketingSherpa had treated me – and everyone around – in a truly first class way.