November 25, 2015
by Dagmar
Comments Off on Aggressive selling does not always pay off
Businesses have learned that it is imperative for them to focus on their customers. Customer service, customer orientation, customer centricity – meaningful concepts became popular. The problem is, however, that there is only a fine line between serving your customer … Continue reading
August 20, 2015
by Dagmar
3 Comments
We are back from our summer vacation in Rerik, a small seaside resort at the Baltic Sea. Once again, I learned a valuable management lesson where I didn’t expect it. This year’s summer lesson is about growth. Conventional strategic wisdom … Continue reading
July 8, 2015
by Dagmar
Comments Off on Total system failure
Last week, I was the victim of a total system failure. I was surrounded by a perfectly well designed system that was set up to protect me from any harm and – in case something bad should happen anyway – … Continue reading
June 11, 2013
by Oliver
Comments Off on Inflight advertising and its impact on the purchasing of the Chinese traveler
The impact of marketing on potential buyers represents a frequent research objective. In my news box I found these interesting figures and statements today. A survey was conducted in collaboration with the JMG-Research firm in Paris to measure the impact … Continue reading
January 3, 2013
by Oliver
Comments Off on Top 4 bank customers‘ expectations
The financial turmoil has changed customers’ perceptions and expectations regarding banking significantly. Hence it is recommended that (retail) banks undertake different measures to rebuild and to maintain customer trust in the banking business. One approach for so doing is to … Continue reading
April 17, 2007
by Oliver
2 Comments
What distinguishes an “average product†from a “high class product†or service? Robert Reppa and Evan Hirsch (2007) argue that superb service is the crucial ingredient of successful high-end brands. In their previous article “The Luxury touch†REPPA and HIRSCH … Continue reading