Brand Loyalty, Apologies, Best Buy and More

I like positive customer experiences, but who doesn’t? It’s nice when a brand or company understands you and your needs. It’s refreshing when that same brand or company takes it a step further and reaches out to you—engages you. Simply put—it makes you feel valuable. And with the advent of social media, it’s a no-brainer [...]

Changing the definition of CRM – marriage, not management

Some companies really get customer relations and service and make it the lifeblood of their culture. Zappos, Virgin America, Southwest Airlines, LL Bean, Amazon, Starbucks and my local Walgreens are a few brands that come to my mind when I think of customer-centric brands. But why do they seem to be the exception rather than [...]