November 2, 2007
The U.S. Postal Service and Letters to God
My loyalty work has me thinking a lot these days about "customer credit" and how firms can best get the customer credit they're due for the hard-fought value they deliver.
September 25, 2007
Shrewd Customer Profit Moves at Bank of America
What customer behaviors drive bottom line profitability? While many firms, at best, muddle around this question.....BofA KNOWS! Stellar data analyses has shown the bank that its mortgage customer is THE "gravy train" customer.
September 19, 2007
Ikea and Customer Happiness
Yesterday's Wall Street Journal reported Ikea To Pluck Heartstrings: Ads Focus on Love of House to Combat Market Downturn. Smart move by Ikea.
June 12, 2007
My Day at the New York Stock Exchange
April 19, 2007 was a red-letter loyalty day. I got to stand with my fellow Luby's board members and close the trading session at the New York Stock Exchange. Luby's, Inc. (LUB) celebrated 25 years as a public traded company, with a closing stock price of $10.13 for the day. This year, Luby's also celebrated its 60th anniversary as an established "Texas Restaurant Institution" having opened the first Luby's in San Antonio, TX, in 1947.
June 5, 2007
What Boosts Your Troops?
I just returned from the Normandy beaches in Northern France. My father, who fought in WWII, was wounded in area combat on July 25, 1944. Dad was one of the lucky ones -- he made it home. But many did not.
June 20, 2006
Sporting Goods Chain Squashes Good Deeds Recognition
Last week, a major sporting goods chain failed one of its hard-working, ‘make-it-happen’ front line customer care warriors. And I was a witness....
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