Papa John’s had some PR issues recently when an employee used a racial slur to describe a customer. This post is only peripherally about that. Instead, this post is mainly about yet another company that doesn’t understand the power of engaging your customers and still views marketing as only a way to push their own [...]
Customer Service
I meet lots of really terrific people every week, many of them looking for ways to grow their business. But I’m continually amazed that most of them have the same answer to a vitally important question: What sets you apart from your competition? What would you say? If you’re like most of the people I [...]
When I graduated from college (no need to get into specifics here; let’s just say it was a while ago), I went immediately to work for a small investment management company. Each of the 12 people who worked for the company when I joined could probably write a book about the funny (in hindsight) antics [...]
I’m a big fan of JetBlue. (Though I admit I wasn’t affected by their recent fiascoes, which would probably have tainted my positive feelings.) In every experience I’ve had with them, the employees have been smart and friendly, flights were on time, and the planes were comfortable. But here’s the thing that really pushed them [...]