Standing Out From The Crowd

Apple’s finest moment leads to big mistakes.
From a totally neutral perspective, Apple appears to believe that “the customer is always right,” adapting to their customers’ needs and attempting to accommodate every request. Apple’s desire to appease their most loyal customers, however, may come too late. The company has received multitudes of negative press since the […]

Sometimes companies will bend backwards, and spend a lot of money, creating ad concepts that will highlight how great their Customer Experience is, but no matter how much one invests on marketing campaigns, if the ACTUAL experience doesn’t correspond to what you’re promising, the message you send to your customers will be completely different.
One of those […]

Stop right there!
If you were looking for some “how to improve your love life” article, you came to the wrong place. Rather, I would like to explore how the emotions involved in customer relationships are strangely similar to those you have with your loved ones.
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Well, customers may be willing to share the object of their […]

Today I’ve learned two important lessons:
1. Some habits are forced upon you and others are very hard to give up.
2. If you are doing something different from everyone else, you are either remarkable or just plain dumb.
 
If I’d knew that this morning, it would have completely changed my day…
Having lived my whole life in a […]

Everyone around me is overwhelmed by information and I am no exception.
My desk is overflowing with invoices, statements, memos, meeting minutes, reports, articles and books. Post-its® decorate my computer at work and at home. Somewhere in there, I have a paper calendar that I stopped updating long ago. I try to concentrate on the electronic […]