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 25, 2012 | Persuasion / Power of Words, Presentation, Psychology and Consumer Behavior, Trophy Catch
Your company is looking at a lot of late night local cable availability, and thinking that a 30-minute infomercial might be appropriate. The boss has just found out that companies which specialize in infomercial marketing will charge tens of thousands of dollars to...
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 McKay | May 16, 2012 | Advertising / Marketing Strategy, Market Segmentation, Targeted Marketing, Database Marketing, Trophy Catch
I don’t play often, but I appreciate a good game of poker. Poker makes a pretty good analogy for marketing, and for business. Poker players know what they hold in their hands, they carefully watch what everyone else appears to be doing. They make educated guesses as...
