An unhappy customer is like a leaky faucet. You can either try and fix it yourself, call for help, or just live with it. In the business world, these ‘leaky faucets’ can have a detrimental effect on the success of a business. Given the speed at which word travels thanks in part to sites like [...]

When I was younger, my family rarely went out to eat without reason; there always had to be a special occasion or a guest over. While I loved (and still love) my mother’s cooking, I remember always hoping we’d be traveling somewhere for dinner because I craved the experience. I craved having other people around, [...]

What is a Touchpoint? A touchpoint is a point of contact between a customer and your product, service, or brand. Whether before, during, or after an actual sale has taken place, any interaction a customer has with your business is considered a touchpoint and potential for your business to increase their customer’s perception of your [...]

If you’ve been using a CRM-based loyalty program or a punch card to build customer loyalty, you might be sinking money into a low-ROI loyalty program. Here’s why: Swipe Cards Don’t Work Many popular CRM-based loyalty programs use a magnetic stripe-based card that people are supposed to carry around and swipe when they make a [...]

Your best customers routinely go to your restaurant chains because it’s part of what they do.  They like the food, they like the service, and have their favorite meals and combos. But an inherent problem arises from this: they become lazy They become too lazy to try the new items on the menu They become too [...]

Pew Research Center just released a report on American adults and their use of mobile and social location-based services. The numbers foretell the impending future and here are some of the stats: – Adult usage of location based check-in services rose from 4% to 12% in one year – 1 out of 5 18-29 year [...]

There’s no question about it: there is so much new technology out there that one can get completely overwhelmed with the myriad of options.  When it comes to choosing the right technology, one must think about the short-term and long-term benefits of partnering with a 3rd party company. Key questions that you much ask yourself: [...]

Loyalty programs are nothing new, from simple punch cards to sliding magnetic stripe cards, most loyalty programs involve some kind of physical card you carry around all the time. Customer loyalty is a major component of any business especially when considering the fact that it costs 5 times more to acquire a new customer than [...]

By far, the most effective form of marketing is word-of-mouth marketing.  I trust my friend over a random advertisement I see on a TV spot or on a billboard at a mall.  If my friend recommends that I eat at Jamba Juice, then I’m very likely to go to Jamba Juice the next time I [...]

There’s a famous scene in ‘Office Space’ in which Jennifer Aniston gets fired by her strict boss for “only wearing the minimum amount of flair” as a waitress at her local uber-happy bar & grill. The scene was obviously written to be hilarious and over-the-top, but I imagine a number of waiters, waitresses, and regular [...]