The Re-emergence Of The QUESTION

50 years ago successful retailing needed more than a great idea, it involved: Deciding store location(s) (the famous location, location, location adage) Guessing the right product mix and price-points Great wholesaler deals for maximum margins Well trained staff Relationship with the right ad agency Significant financial support Today, the entire value chain has been democratized: …

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Just Because YOU Care About Your Suggestion Box Doesn’t Mean Your Customers Do Too…

In the last 20 years I have had bad customer experiences no less than 1,200 times and yet I can’t remember one instance when I actually filled a feedback form.  So the store never really knew I was unhappy. Fortunately, in the online world feedback feature comes standard.  When a customer is unhappy you don’t …

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