Archive for August, 2007

 
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Aug
21

Making Products that Fill a Need

A city crew recently repaved a street near us. Driving along it the other day I realized that they re-striped the street and created a left-hand turn lane that actually […]

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Posted on: August 21, 2007 in Customer's Heart
Aug
17

Small Decisions Lead to Great Results

While on vacation we dined at Chimayo at the Beach for lunch on Sunday. Our hotel concierge made the reservation with our firm request that we did not want brunch […]

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Posted on: August 17, 2007 in Customer's Heart
Jul
19

The Bane of the Blockbuster

Everybody loves a home run. There’s no doubt that the marketplace (product developers and product sellers) love to bask in the riches and glow of a barn-burning, out-of-the-ballpark new product. […]

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Posted on: July 19, 2007 in Customer's Heart
Jun
21

One Reason Why Southwest Airlines Is Profitable

Admittedly I haven’t flown Southwest much. With well over a million miles with American and almost a million with Northwest the privilege of almost guaranteed exit row seats based on […]

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Posted on: June 21, 2007 in Customer's Heart
Jun
11

Customers Have Needs

Years ago I learned that buying is an emotional decision. It seems no matter how much “logical” work we do, when it comes to the final decision, we’re emotional. We […]

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Posted on: June 11, 2007 in Customer's Heart
Mar
26

Making it Easy

Do you like the “Easy Button” commercials? Ever wish it were true? Did you know that the same company that advertises the Easy Button makes it difficult to order their […]

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Posted on: March 26, 2007 in Customer's Heart
Dec
18

What Ever Happened to Common Sense?

I know many of us ask this question several times a day, but I really want to know the answer. Maybe someday. I was traveling a couple of weeks ago […]

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Posted on: December 18, 2006 in Customer's Heart
Aug
22

Don’t Script Customer Service

This weekend I wanted to cancel one of my credit cards. In a sincere attempt to simplify my life I want to channel my bills into one system, not multiple. […]

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Posted on: August 22, 2006 in Customer's Heart
Feb
17

Times they are a Changin’

I was and remain a big Bob Dylan fan — especially the early folk-blues music that seemed to leap from his pen directly to my brain. He just has a […]

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Posted on: February 17, 2006 in Customer's Heart
Jan
03

Power to the People

Greetings and Happy New Year! If you thought 2005 was an incredible year, watch what happens in 2006. I have become fascinated with Pandora. It is a website that brings […]

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Posted on: January 3, 2006 in Customer's Heart
 

Trust is the winsome wedding of faith and hope.

Brennan Manning

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