Being a marketing professional who lived through the dot-com boom and bust, I have developed a healthy skepticism for the ‘next big thing’ in internet-technology-related marketing. After all, it was just eight or nine years ago that my colleagues were telling me that brick-and-mortar stores were “dinosaurs” and “going away”. Well, they may be going away, [...]
Poor Service, Not Price, Creates Customer Churn: Study
November 19, 2008 By Leave a Comment
You’ve often suspected it, perhaps doubted it, but here’s some actual data-based research from Accenture. Some brief take-aways: People defect at a higher rate due to a bad service experience than due to price People who are not treated well will defect to a competitor People will pay more to be treated well Are you [...]
360° Visibility: Why Failures Are Important
November 11, 2008 By Leave a Comment
Focusing on just return rates is not enough to ensure a successful Asset Retrieval program – in order to provide continuous improvement, you must have complete visibility into failures as well as successes.
