How an insurance broker can piss off its customers in 4 short paragraphs

It’s that time of year again… when the broker that handles my house insurance pisses me off by sending me a letter reminding me of what bad customer service is. The letter reads: Dear Aaron: Re: Policy xxxxxxxxxxxx I am pleased to offer renewal of your policy which presently expires on April 15, 2011. The […]

A customer loyalty lesson learned from my friend’s emergency trip to the hospital

A friend of mine works at a Starbucks not too far from my house. I’ve known him for several years and he became a barista at Starbucks maybe a year or two ago. Well, earlier this week he was rushed to the hospital because his lung collapsed. He’s been at the hospital ever since, sometimes […]

Harvard Business Review: Building Loyalty in Business Markets

Harvard Business Review articles are always a good read; I’m never disappointed. I manage to read about a half dozen each month and wish I had time to read more. While each article is notable, I felt that the one I read recently was particularly valuable. Narayandas, Das. “Building Loyalty in Business Markets”, Harvard Business […]