complaint management
The LATTE Method. Lessons from Starbucks
Starbucks doesn't just sell coffee (any customer can find cheaper and possibly higher-quality coffee else…
Starbucks doesn't just sell coffee (any customer can find cheaper and possibly higher-quality coffee else…
Some years ago, when I came into contact with various public relations executives for the needs of a book, I …
For years Public Relations have mistakenly been identified with the people working at the entrances of nightc…
Effective customer experience management is based on three parameters: the 3Cs. The 3Cs are as follows: comp…
A preemptive strike is defined as an attack against an enemy in response to an apparent threat of attack fro…
Theodore Levitt , the famous Harvard marketing professor, used to tell his students: " People don’t want…
The customer arrives at the hotel. The doorman sees him but pays no attention and heads towards the lobby. Th…
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