I recently took my 6-year-old son to the Ringling Brothers Circus and was really impressed with the focus on the customer. Buying tickets from Ticketmaster was comparatively easy (though the nanoseconds you have to actually make the purchase could be extended), and printing out your tickets ala airline e-tickets was great, but the really impressive […]
I’ve been faculty advisor this semester for a Master’s Project that involves marketing and building brand presence on Second Life. Consider these statistics: nine million members. 1.6 million online in the past month. Three hours, average time spent each login. And our Fortune 500 client wants to be in front of them. Why? Nine million […]
Look around. What are people doing? If you’re at work reading this, chances are pretty good that you and all those around you are banging away on a keyboard, that you’re interacting more digitally than you are humanly. Admit it: when you’re in a meeting, how often are you more focused on checking your email […]
I learn a lot talking with customers, but I learn a lot more talking with lost customers. I think losing a customer should hit a company like losing a friend or lover hits a person: you should (usually) just feel darn bad about it. But even losing a customer can be turned into a good […]
A few weeks ago, right before school started, my six-year-old son and I went to Herseypark amusement park, in Hershey PA. It’s about a three-hour drive from home, so going there was a commitment, and expectations were high, particularly since going there with his older brother and sister had been a ritual that we absolutely […]