Who would have imagined we’d see a day when even ‘recession-proof’ luxury goods retailers like Tiffany have to SUE to be acquired? The COVID-19 global health crisis has luxury brand owner LVMH seeking to back out of an historic deal to acquire the...
By Julius C. Dorsey Jr. It felt good to go back to my hospitality “roots” during the stimulating dialogue on competitive strategy for restaurant success with the Cleveland Restaurant Alliance of the Ohio Restaurant Association yesterday. As those attending discovered,...
By Julius C. Dorsey Jr. Godiva is well-positioned to go head-to-head with Starbucks, but they’re also well-positioned to go around them to a unique and defensible “Godiva niche.” Godiva is already established as a premium chocolate maker with a...
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...
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,...
They’re NOT your friends and you won’t win any more by trying to be like them No one ever wins based on their capacity for imitation. Big Banks Big banks face enormous fixed costs for human resources, product development, capital systems and equipment, marketing and...
