Want to know how to quickly turn a new customer into a vocal ex-customer? Offer pretty talk without delivering meaningful results. This is my personal experience dealing with AT&T. First the set-up. As a part of our family’s end-of-year review of finances, we realized we were paying too much for cable, internet, and phone with […]
Last week, Reuters published an article called Americans more loyal to brands, country than company. For employers, it poses a wake-up call. But what I found most interesting was this statement at the end: When asked how companies could improve loyalty the top answers included offering cash awards to consumers, replacing automatic answering machines with […]
Yesterday, I managed to wade into a bit of a crapstorm that we’ll just call the Ikea Verdana Incident of 2009 (AKA Verdanagate). I heard last week about Ikea’s decision to stop using their customized version of Futura and switch to more universally available Verdana for their catalog. Now if that last sentence sounded a bit like ancient Greek to you, don’t be alarmed. Futura and Verdana are fonts and apparently Ikea’s decision has been construed by certain circles as one more sign that the apocalypse is upon us. So, what’s going on here? And what is the connection between Ikea, their customers and their passionately loyal fans? Further, what how does this relate to other businesses that engaging in the work of creating strong relationships with their customers?