“Pleasure is a powerful source of motivation, but it does not produce change; it is a conservative force that makes us want to satisfy existing needs, achieve comfort and relaxation … Enjoyment (gratification) on the other hand is not always pleasant, and it can be utterly stressful at times. A mountain climber may be close […]
 Customers must live and function in a context that is so fast-paced and fast-changing that it is straining their ability to cope. A shortage of time is a major concern for most people. There are too many things to do, and so much to accomplish but there is still only twenty-four hours in a day. […]
  Many believe customer loyalty is dead. Many also feel sustainable profits and growth is extremely difficult. Most businesses are chasing short-term profits in an ever-tightening spiral of cutthroat competition. Companies buy their customer’s business through pricing, incentives, or convenience, promising more for less, faster and with less involvement. This further motivates customers shop on […]
 It came up again today in the Q&A session following my presentation. How can a company cost-justify allocating resources to enhance the customer experience-where’s the pay-off, where do the funds come from?
Â
 Here’s a statistic that should bring the financial justification into perspective.
Â
 One in five customers walked out of retail stores in the […]
“Our study found that if respondents lose trust in a company, they are highly likely (70% to 80%) not to purchase its products or services. Worse, people do not simply internalize their doubts; they talk to others and spread distrust-with up to 33% now using the web to post their views.” 2006 Edelman Trust Barometer […]
con-text (kon’-tekst) - the interrelated conditions or situation in which something exists; the circumstance that defines meaning or value.
  In the views of many struggling business people, when their company’s profits and growth are below expectations, the customer is the culprit. A Conference Board survey of CEOs ranks customer retention as their number one challenge. […]
