New Customers and Poor Service
Columnist and author James Surowiecki believes a fixation on new customers is ultimately the root cause of poor customer service levels across corporate America. How does a company keep a healthy balance between addressing new and existing customers?
BrainTrust Query: Dick's No Sweat Protection Plan - A Classic Loyalty Asterisk
Sales talking points from store personnel leading up to the purchase decision are centered on the high quality of the item being considered, but once that decision is made -- whoosh -- the chatter morphs to emphasize the need for a consumer protection plan. Do extended warranty programs at retail undermine loyalty efforts?
P&G Looks to Change Dry Cleaning for Good
Procter & Gamble's test of Tide Dry Cleaners has gone well enough that the manufacturer of Tide is now looking to extend the brand's equity through franchises located around the country. What will Tide Dry Cleaners mean for the brand and the rest of the dry cleaning industry?
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