Tammy Erickson writes on Harvard Business Review’s blog: I have been trying to send a wire transfer for over a…
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Hidden Champions know (and serve) their customers better
My current lecture in the commuter train is «Hidden Champions of the 21st Century» by Hermann Simon. The book reveals…
I love Squarespace – despite their flaws.
I just had a really excellent customer service experience with our blog and CMS provider Squarespace. About 40 minutes ago…
Don’t charge less, charge more!
Last week I got a call from a market research firm. They asked me about our company accident insurance. In…
The cool household insurance
The day before yesterday I was having a beer with a friend and I was telling him this amazing story…
Happy to stay
Some posts ago I mentioned McKinsey’s study on the customer decision journey. Besides the fact that the journey is not…
«Reality is your best teacher»
The above quote by Larry Leifer sums up one key learnings for me from yesterday’s visit at the final presentation…
Who cares about browsers anyway?
Just read Bernhard Schindlholzer’s blog post on Google’s interview series that discovered that almost no one knows what a browser…
Customers love to sell your products.
A new McKinsey study of 20’000 consumers showed: The customer purchase decision process is not a funnel approach. It is…
Ctrl + Alt + Del: «I intended for it to be an easter-egg»
The classic «Inside-Out» case. I just read Harry Brignull’s latest Post on the story behind the puzzling Ctrl + Alt…
If you need to cut spending, do it right
Migros, a major Swiss retailer, aired an ad campaign a few months back. It featured a Migros employee breaking a plate and handing half of it to a customer who had just bought a (whole) plate. Illustrating the extra value they are giving to their customers: «Always a bit more».
Currently it seems like many Swiss companies follow a slightly different slogan: «Everywhere a bit less». Spending that is. And I’m worried that they are doing it like the employee in the ad: By reducing costs undifferentiated across the entire organization and damaging their offering.
I truly believe that this downturn offers enormous opportunities to smart companies. Now is the time to save money while delighting customers by offering more value at lower costs.