Posts tagged as:

customer experience

Happy Labor Day Weekend!

View Comments September 4, 2010

Hope you’re having a GREAT weekend!

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Is Apple losing it?

View Comments August 15, 2010

I’m an Apple fanboy. But, I’m starting to get worried. One of the big points I made in “Collapse of Distinction” and “What Customers REALLY Want” is that we hate it when new customers are treated better than loyal ones. Yet, it is starting to seem as though Apple really doesn’t care how many products [...]

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When imitation isn’t flattery…it’s theft…

View Comments August 12, 2010

Tammy and I had dinner the other night with my longtime friend, speaker/author Jeff Slutsky, his fantastic wife, Helene, and their charming and awesome daughter, Natalie. I couldn’t wait to see Jeff, because there is a national television spot for a major company using one of his signature stories — a real show-stopper Jeff has [...]

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Mutual respect…

View Comments August 9, 2010

The story heating up the Internet is the JetBlue flight attendant who made a dramatic career exit on a runway at JFK… (If you haven’t read about it yet, here’s the New York Times version…) On Twitter, @Pistachio — better known as Laura Fitton, co-author of “Twitter for @Dummies” and CEO/Founder of oneforty.com — made [...]

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Why “Why Your Customers Don’t Want to Talk to You” is absolutely wrong…

View Comments August 5, 2010

As a writer, I’ve been there. You sit at your laptop and try to come up with a catchy title that will sell books, spike hits to your blog, or get re-Tweeted a bunch of times. The problem, however, is sometimes you may actually come up with a concept so provocative, your title works extraordinarily [...]

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Taking personal responsibility…

View Comments July 29, 2010

I’ve often written that one of the best aspects of social media is making friendships with people you admire, but have yet to meet. That’s the way I feel about Mike Cane. He’s a unique thought leader on digital books, and while some may find his style a tad abrupt (and occasionally profane), he always [...]

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Asian Trip Almost Complete!

July 12, 2010

The Asian trip is rapidly winding down…here’s the latest from Malaysia…and GREAT news for my long-time friend and colleague, Scott Friedman!

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What little, no cost, thing could YOU do?

View Comments July 7, 2010

It was a small gesture…yet, it was important. On every flight from an American carrier with first class, they will take your suit jacket, hang it up, and return it to you at the end of the flight. It’s part of the “final approach” ritual…the passing out of the coats. (I probably should also note, [...]

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Will you get emotional?

View Comments June 25, 2010
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Here’s a clue…

View Comments June 21, 2010

On Saturday at Indianapolis’ upscale mall — Fashion Mall at Keystone — the Apple Store was its usual self. Elbow to elbow as people tested the new iPad, asked questions about the coming iPhone, got assistance from the Genius Bar, and purchased Macs in record numbers. On the other side of the mall, however, it [...]

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