If you are sending money back to a customer, make sure you take advantage of the moment.

I just got a very interesting email from the CEO of Spirit Airlines. In it, he describes how he is going to save me money. The way I will save money, is by joining his $9 Club for $45. As soon as I become a member, I will be entitled to bring a second carry-on […]

According to a new study, 66% of consumers have ended a business relationship over bad customer service.  And 61% swiched to a competitor, while 39% just stopped buying. So, for every ten customers you lose due to bad service, you lose both those customers for life (and their referrals), and you have helped your competition by sending […]

Below is a great story from the Right Now Customer Experience blog that I can really relate to. Dave Carroll’s story depicts the value of great customer experience and illustrates that spending a little can save millions when it comes to your brand’s reputation. In 2008, Dave was flying United Airlines with his band Sons […]

You should never fake it. To counteract scathing reviews by Web users at sites like InfomercialScams.com and RealSelf.com, do-it-yourself face-lift maker Lifestyle Lift  allegedly posted fake user reviews with positive critiques by supposed patients to review sites and other destinations.  But this strategy had a flaw:  the “patients” turned out to be company employees who had been paid to […]

I never thought I would see the day when I was delighted by Northwest Airlines. Today I got this in my email: A jump start can be the perfect beginning. That’s why we’re excited to provide you with 10,000 complimentary Elite Qualifying Miles (EQMs) – which have already been deposited into your WorldPerks account – […]

I wrote this for the HP Small Business Newsletter this month and thought I would share it here.  Enjoy! A lot of small business owners take on the added role of chief salesman, rainmaker, and marketing and advertising manager.  Their passion for their business is contagious and is often the deciding factor when bringing in […]

What do you know, Ma Bell sent me a letter.  She doesn’t want to take me for granted anymore. Today I got a letter that literally opens with “We know better than to take your business for granted”, and then spells out an offer that actually could save me $40 a month if I switched […]

This is a book after my own heart – marketing lessons inspired by the Rolling Stones, AC/DC, KISS and Madonna. And yet it’s not trivial to compare how great artists inspire loyalty, emotional connections, identity, community, and repeat purchases. And the very best ones understand the business concepts of delivering value, consistency, reinvention while staying […]

There was a great question posed to the CMO group on Linked In today: “What are, in your opinion, the top five Marketing Key Performance Indicators, that a CEO should always pay attention to?” For me, the premise of the question really asks a more fundamental question – do the CEO and CMO have agreement and shared […]