by Chuck McKay | Jan 10, 2022 | Advertising Frequency, Advertising Schedules / Scheduling, Customer Focus, Retention, and Evangelism
Shoppers Flow Downstream Just as a river flows downhill from higher terrain, shoppers always flow from the smaller community to the larger. Advertising in the bigger community to draw customers to your smaller community is as futile as trying to make the water in a...
by Chuck McKay | Jan 1, 2022 | Customer Focus, Retention, and Evangelism, Media, Social Media, and Word-of-Mouth (WOM)
Pay close attention to Stephanie’s story: “Roger’s feet get cold easily, so I bought him a pair of sheepskin slippers. He loved them, but it wasn’t long before the wool lining started wearing off. So I called Lands’ End to see if I could get...
by Chuck McKay | Mar 19, 2016 | Customer Focus, Retention, and Evangelism, Customer Service
I’ve just had an unpleasant experience with my bank. Interesting. I called it “My” Bank. Why did I do that? Merely because its the institution I’ve used for several years? I remember why I chose this bank to begin with. I’d just moved to a new...
by Chuck McKay | Apr 18, 2013 | Credibility and Critical Non-Essentials, Customer Focus, Retention, and Evangelism, Trophy Catch
Originally Published July 12, 2006 The scene is a national restaurant chain. I’m meeting a client for lunch. I notice that our hostess, who doesn’t appear to be much more than 19 or 20 is wearing a pin on her apron with the number “10” on it. I must have looked a bit...
by Chuck McKay | Jun 1, 2012 | Customer Focus, Retention, and Evangelism, Customer Service, Trophy Catch
Dear Doctor: For a single, brief instant I was your patient. I was new in the community and needed to have my diabetic prescriptions renewed. I didn’t mind that I had to wait five weeks for the first appointment. I like that your practice is that busy. It...
by Chuck | Oct 2, 2011 | Customer Education, Expectations, and Motivation, Customer Focus, Retention, and Evangelism, Fresh Catch
There’s a shake out coming. Historians will call this a period of consolidation, in which businesses are eliminated, or acquired through competition. They will have had the benefit of time. You and I will remember this as a time of small businesses going out of...
