Why Customer Service is Your True Competitive Edge

“If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out all right.” So says Jeff Bezos of Amazon fame. Think about it. From one-click shopping onwards, the focus of Amazon has been on making the buying experience simpler. As I have written before, Amazon is…

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When is Digital Marketing Really Digital Marketing…a Lesson in Customer Centricity

Last year PepsiCo’s Lay’s brand launched an interesting promotion in New York City. Over the course of two days, consumers logging into UberRUSH – Uber’s courier service – could enter a special code provided by Lay’s, and in return have delivered, free, a picnic basket of sandwiches, water, fruit and, of course, bags of flavored…

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The JetBlue Blues

For 2015: A new concept in customer service and personalized experiences. You go shopping for clothes… You can go basic and buy something that really doesn’t fit, because it’s been cut narrow to save you money, if you don’t mind the tightness; but you can pay more and buy one with the extra material that…

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Castles in the Cloud

Have you been lost more than usual the past week or so? Have you turned right when you should have gone left; found yourself on the wrong side of the road or in general wondered where the hell you were? If so, chances are you have the new Apple iPhone 5 and have used its…

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