We’ve written about the decline of service in retail generally. In the home improvement sector retailers and customers are thinking similarly to resolve a problem that seemed like a good idea at the time. We note with interest in particular the Lowe’s CEO...
In business, small operators have many strategic shortcomings compared to their larger counterparts – no matter the industry. But just as the storied weaklings who defeat the giants, bullies, dragons, tyrants or other more powerful foe – smaller enterprises can win by...
We can say all day long that the traditional and completely valid strategy to weather disruption in sources of supply is redundancy and replacements. Nonetheless, there are only so much of a given item and a limited number of places where replacements can be obtained...
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...
