Category Archives: Customer Value

Service Innovation: Give Customers an Occasional Miracle

  A Boston family adopted an Asian girl.  No sooner had she arrived in the U.S. than the family learned she needed to have major surgery.  The nine year old child––who spoke only Chinese and had life experiences limited to … Continue reading

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Save the Date for Customers

We have all gotten them…those notices to “Save the Date.”  It is an invitee’s attempt to make sure a special event—a wedding, a party or a big deal meeting—gets logged onto our calendars before the official invite can be sent.  … Continue reading

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What’s On Your Trophy Wall?

In the last few months we have visited the CEO’s of two different companies.  Both had executive offices that were interior decorated to communicate importance and prestige.  Both offices were supported by an administrative assistant that could have written the … Continue reading

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Liposuction Service: The Problem with the Pursuit of Shortcuts

January is dieting month.  Those holiday parties and giant, pull-out-all-the stops meals can add unwanted pounds.  Who could pass up trying that casserole?  As good as the eggnog and fruit cake were, you could not escape their propensity for turning … Continue reading

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Insuring Swimming Pools against Theft

Customers are getting weary of service providers overselling them features they do not need and will never need.  When my phone bill seemed higher than it needed to be I called my phone service provider and learned I had been … Continue reading

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Fast, Good or Cheap? Customers Want it All

My five-year old granddaughter Annabeth is drop dead cute!  And, she is an aggressive soccer player.  Anticipating her holiday visit along with her two sisters we bought two backyard soccer goals and a couple of soccer balls.  The second morning … Continue reading

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