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 […]