In honor of Earth Day, and as I’ve been watching the Netflix series, Our Planet, it seems appropriate that we weigh in on the competitive forces that affect even altruistic efforts like recycling. While consumer recycling collection varies from city to city around the...
But what about customer lifetime-value? Are customer service managers really doing the company a favor by ditching the pesky customer who just wants to complain? More and more, some companies are taking a gamble on the likelihood of a disgruntled customer giving up on...
We call this “employee marketing.” In our view, achieving competitive advantage through people involves a fundamental change in how we engage the work force and cultivate the employee relationship. In other words, view the workforce as a place to invest...
By Dorsey & Company Associate and Guest Writer Mark Bogomolny This post-holiday season may find many families staying indoors, cutting back on spending and enjoying more meals in-home. Some of those meals may include trials of meal kits received as gifts or...
If asked, most in business wouldn’t hesitate to say “yes, we love our customers – at least we appreciate them immensely.” To show their appreciation, many product or service providers may offer any manner of incentives to encourage repeat purchase such as discounts,...
