One of the toughest business models from which to create customer loyalty has to be the subscription model. Let’s place a caveat here by noting that there’s nothing wrong with subscription...
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I’m a long time fan of the New York Mets. I’m also a long-time admirer of Richard Branson. So as I was reading an interview with Sir Richard the other day, it got me thinking: could his advice on...
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Consumers have it all their way this time of year. The annual rite-of-shopping-passage the day after Thanksgiving was given the name Black Friday some years ago, and as online shopping became mainstre...
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“Would you like to join our rewards program, Sir?” That’s how it started. In fact, that pretty much how it always starts. My instinct was to say no because, like most of us, I know that th...
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I recently reserved a car online for a pending vacation and without much searching went right to Avis. I have a soft spot for the company having worked as creative lead on the Avis advertising account...
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We are increasingly living in a self service world. I have to admit that I remember a time when gas station attendants pumped our gas and when we didn’t have to swipe our own credit cards or ...
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If you had to choose your last meal, what would it be? Steak and potatoes? Sushi? A burger and fries? Or would you make a run through as many of your favorite drive-thru’s as you could in the re...
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Every once in a while, it’s good to get back to the marketing basics. I was reminded of one recently while reading Reverb, an interesting e-book by writer and consultant Gwen Bell. While it’s prim...
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I’ve written before that time and service may be the ultimate reward. You could interpret this as an explicit option in a rewards catalog, i.e. special customer care phone number or exclusive li...
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I played hooky yesterday. I probably should do it more often, but in the process of building a business I’ve sacrificed lots of personal and family time towards the bigger goal. Anyway, it was o...
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