Don’t let efficiency kill the brand

Fellow Mature Market Experts blogger Dan Rexford wrote about Lou Carbone’s book, Clued In, several weeks ago . . . well, here’s another recent article about Mr. Carbone that you might find interesting. The article raises some great points about an unhealthy fixation on efficiency — at the cost of the customer’s brand experience.
Most of [...]

10 Lessons Learned the Easy Way — Vicariously

Recently, I’ve had the opportunity to work with five struggling companies and to review the files of a dozen others.  These companies are in serious financial distress and there are about 10 recurring pitfalls that all good mature market experts need to avoid.  
                Here are the lessons:
1.            Invest in sales and marketing – treat [...]

Worth Reading

You may have missed Clued In — How to Keep Customers Coming Back Again and Again by Lewis Carbone. It is worth buying.
1.  The compelling premise of the book is: “The tangible attributes of a product or service have far less influence on consumer preference than the subconscious sensory and emotional elements derived from the [...]

All I Really Need To Know I Could Learn From Southwest Airlines

     Since it became public a few weeks ago that Southwest had missed inspections, I’ve flown a number of times on their airline.  The gates are teeming and the center seats are usually filled.
     What accounts for this seemingly illogical popularity?  Certainly, some of that travel was booked before the press got the story.  Some [...]