Re-post: Will former exec’s Godiva café plans spell trouble for Starbucks?

Re-post: Will former exec’s Godiva café plans spell trouble for Starbucks?

By Julius C. Dorsey Jr. Godiva is well-positioned to go head-to-head with Starbucks, but they’re also well-positioned to go around them to a unique and defensible “Godiva niche.” Godiva is already established as a premium chocolate maker with a...
Re-Post: Why is customer service so bad? Because it’s profitable

Re-Post: Why is customer service so bad? Because it’s profitable

But what about customer lifetime-value? Are customer service managers really doing the company a favor by ditching the pesky customer who just wants to complain? More and more, some companies are taking a gamble on the likelihood of a disgruntled customer giving up on...
Do you really “love” your customers? If so, don’t rely on ordinary loyalty programs to deliver maximum lifetime value

Do you really “love” your customers? If so, don’t rely on ordinary loyalty programs to deliver maximum lifetime value

If asked, most in business wouldn’t hesitate to say “yes, we love our customers – at least we appreciate them immensely.” To show their appreciation, many product or service providers may offer any manner of incentives to encourage repeat purchase such as discounts,...