This is what happens when you get lost looking for the ladies’ toilets at a car dealership: eventually, you end up outside and you come back in through the showroom. Now, if it’s a busy Saturday, nobody will notice, particularly if you are walking with purpose and not making eye contact. If it’s a sleepy […]
Uber’s Success is About a Better Conversation
Last month some colleagues and I were heading downtown for a luncheon. I offered to order an Uber, but my co-worker beat me to it and said she’d called a cab. In the elevator on the way down, she said she’d not used Uber and didn’t really understand why anyone would. I explained that with […]
Is Your Brand Hard to Quit?
I have been having an impolite discussion lately with a payment processing organization. It’s all about one of those credit card swipey terminals that a charity I help out has been renting for a few years. We don’t use it often; we can do the same thing for a lot less using Square; and, we’re […]
Is it Loyalty or a Big Bucket of Herring?
This is a photo of the collection of so-called loyalty cards I can currently find. There are many more tucked into purses, pockets, passport folders, glove compartments and desk drawers. I have countless others in the virtual world, and I don’t think a week goes by that I’m not asked to join someone’s customer reward program. […]
Your Customers Are Way More Efficient Than You Are
I just love sitting in the quiet zone on the train. No marimba ringtones, screaming babies are but a distant menace and nobody feels the need to talk to me about hockey. Imagine my disappointment last week when I jumped on a crowded train and had to sit in the noisy bit. The sole comfort […]
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