Customer for a Day

My wife loves that new TV series, Undercover Boss, because she thinks it is high time that CEOs and company managers got out from behind their desks to see how things are really working on the front lines.  I couldn’t agree more. But honestly, isn’t this something...

Newspapers Need Roll-up Strategy

It’s Monday morning. And as I do every morning, I pour myself a cup of Starbucks and sit down to read The Miami Herald. There was a time, 30 years ago, when the paper was thick and robust. Filled with ads, news stories, inserts, and the like. But like millions of...

Customer service. The elusive competitive advantage.

If you know anything about Zappos then you know that it’s a successful online retailer that built its brand not only by selling a great assortment of footwear, but by delivering an exceptional customer experience. Perhaps that’s why Amazon paid so much leather to buy...