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Customer effort leads to disloyalty

When you’re in business and a client tells you “I am in the market for ‘let’s say a motorbike’” you as the dealer knows that it is time to perform; a client with money that he or she wants to spend, needs your undivided attention.

One must remember that there are always more dealers that a client can turn to for the same business. So if you do not serve him or her well, the client’s money will just go to your opposition.

Customer effort

Matthew Dixon et al in ... continue reading

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Child in the mail

Can you believe it? A hundred years ago Mr. Merritt Chance the postmaster of the post office in Washington D.C. received three applications to post children by mail under the same regulations that permitted live animals to be sent.

In June 1920 Mr. John Koons, the Assistant Postmaster General of the United States answered a request for an interpretation of postal regulations and then ruled that children could not be sent through the mail by parcel post. Koons, reviewing the regulation, pointed out that parcel post was limited to “harmless ... continue reading