Retail is not a science—it is an ART. As we find in all of the arts, it is subjective. How we apply the fundamental rules is always changing as is […]
Read More...A colleague and I went to get a cup of coffee. Being coffee snobs we look for one brand and we’re very loyal to that brand—Starbucks. When we paid for […]
Read More...Many businesses and organizations make the mistake of managing the measurements of their business and not the outcomes. They seek to manage “sales” or their “profits” and frustrate themselves, their […]
Read More...In my last two posts I've been writing about the importance of first, last and unusual impressions. Last Friday, I lived one. Let me give you some background. We […]
Read More...In my last post I wrote about the importance for any business of the first and last impressions a customer receives. I mentioned that we are wired to remember first, […]
Read More...If I were to list a group of numbers, have you look at them, then ask people to try and remember them, chances are that most people would remember the […]
Read More...Flying this week reminded my how frequently companies delegate customer service activities back to the customer. It's like delegating backwards. Just in the airline industry alone, customers now handle their […]
Read More...Over the last several days my wife and I have been underserved by a local furniture store. For context, we bought new furniture for our living/gathering room in June. Our […]
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