…is a quick response to your experience. The Internet is a wonderful tool for communicating with customers, if you use it. My comments on July 31st about a Dillard’s shopping experience received a quick reaction from one of their employees. It seems that they are working to improve their brand.
Retention
Before it is all over, more multichannel companies will close their doors and/or file bankruptcy. I hate it for their employees and shareholders. It is sad to see folks lose their jobs and investments. My empathy does not extend to the management teams who are systematically committing corporate suicide. They are simply reaping what they have sown.
It is a question that haunts marketing executives and business owners. Everything will seem to be going well with the customer/company relationship. Then, it happens. The customer goes away. There wasn't a warning, a complaint, a farewell. One day the customer simply stops shopping with your company.
