“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ― Maya Angelou How people feel have a direct effect on how they relate to others and judge shopping experiences. Academic studies have shown that satisfaction is a combination of [...]
Customer Relationships
Management is hard. People do things that surprise even the most jaded manager. Sometimes the surprises are good, but often they undermine your faith in humanity. My first entry into the management arena was at the ripe old age of 25. The first lesson I learned was that I was a much better manager before [...]
The term “big data” was coined to identify complex data sets requiring massive computer processing to access usable information. Companies like Target use it to identify when and what customers are most likely to buy. They convert data for a variety of sources into information that is used to create irresistible marketing messages. Searching through [...]
When UPS first came to Western North Carolina, my father’s company was hired to help with, well, everything. The contract that started out as a vehicle maintenance agreement quickly expanded to include anything that needed to be done. Many of the lessons I’ve learned about business came from time spent with Dad and UPS executives. [...]
The best marketing begins with an understanding of the human psyche. Despite proclamations of individuality, people are surprisingly similar in how they react to stimuli. My friend, legendary Herschell Gordon Lewis*, taught me that there are five emotional triggers that motivate people to part with their money: Fear, greed, guilt, exclusivity, and approval. Marketers can [...]
