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Too many companies still take customers for granted

June 12, 2012


TweetShare  I was driving home last night listening to sports talk radio — 810 for those from KC. The show was winding down and the host, Kevin Kietzman, was giving a final shout out to the sponsor that hosted their remote. Every time they do one of these remotes, there is always some deal for [...]

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Southwest’s secret to dominating the airline industry…common sense

April 28, 2012


TweetShare  So the other day I’m flying this airline with a group of colleagues for a business trip. It doesn’t really mater which airline. I’ll just say that it wasn’t Southwest. But you would have been able to guess that after reading the next few paragraphs. Here are a few of the things that happened [...]

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My love/hate relationship with Whole Foods

April 1, 2012


TweetShare  If you haven’t stood in the checkout line at Whole Foods when they finish ringing you up, then you haven’t felt my pain. Three bags worth of gorceries for the low, low price of $125. Talk about a sucker punch. Someone at least could have told me what was coming. I might have flexed [...]

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Are you usability testing your campaigns before launch?

January 19, 2012


TweetShare  What’s the worst thing a communicator can do? Besides hire Tiger Woods as a spokesperson for an Ambien event in Vegas? It’s simple if you think about it and it sounds simple when you say it. But that doesn’t stop PR pros and marketers from doing it on a regular basis. Launch a campaign [...]

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October 24, 2011


TweetShare  This is not a post about being green. I’ve got nothing against the environment. We recycle. I turn the house lights off before I go to work and my office lights off when I head home. The Earth is cool. I enjoy living here. I’d like to keep this party going for a while. [...]

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Steve Jobs was the king of usability

October 5, 2011

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TweetShare    A lot of people have been posting Steve Jobs quotes on Twitter and Facebook tonight. This is my favorite: “We do no market research. We don’t hire consultants. The only consultants I’ve ever hired in my 10 years is one firm to analyze Gateway’s retail strategy so I would not make some of [...]

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The wrong — and right — way for brands to handle a mistake

August 15, 2011


TweetShare                          It’s customer service story time again. This time we go out to a local restaurant that Maggie and I frequent. Saturday night we had dinner there with her parents to celebrate my birthday and their wedding anniversary. More importantly, it’s a burger [...]

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Good manners cost nothing, can mean everything

August 8, 2011


TweetShare                        When I got home from work the other day, my wife, Maggie, was not happy. And she let me know about it. No, it wasn’t anything I did…this time. She was miffed about an experience she had that day at a local hardware [...]

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