Does Your Channel Protect the Brand?

I recently received the question, “Does your channel protect the brand?” A friend’s elderly mother purchased a new car. She opened the owner’s manual to figure out how to set her favorite radio stations when she got home. Can you imagine her surprise to find that the salesperson had already Read more…

Inspect What You Expect

A recent Consumer Reports survey found that 64% of customers walked out of a store in the past year due to poor service. An American Express Global Customer Service Barometer survey reported that 70% of consumers said they’d spend 13% more with businesses that provide great service. Three out of five Read more…