by Günter Richter | Jul 1, 2011 | Business Strategy, Customer Management
Like many people, I need to travel into London on a daily basis – a train trip of around 45 minutes. And while I have a choice of substitute products (I could drive, catch a taxi, car pool) I catch the train because it is (usually) the quickest and most practical....
by Günter Richter | Jan 9, 2011 | Business Strategy, Customer Management
Traveling on EasyJet recently, it struck me how poor the customer service was. With the exception of the check-in counter representative, all of the staff I interacted with would certainly have benefited from a reading of Carnegie’s ‘How to Win Friends and Influence...
by Günter Richter | Oct 21, 2010 | Customer Management
Who’s the Pirate? Traditional ways of doing business have been under threat for a while now. I suspect that certain professions – such as healthcare, Doctors specifically – are immune in the short-term, but other industries, such as publishing, really do have...
by Günter Richter | Sep 22, 2010 | Customer Management
As consumers, we make for an interesting study in many areas. One of the most fascinating areas however, is that of price and how we react to it. Often we will spend hours or days deliberating over a purchase of a few Pounds, but at other times, almost instantly make...
by Günter Richter | Sep 8, 2010 | Customer Management
I recently watched a lecture by Barry Schwartz, called ‘The Paradox of Choice’ (available at http://www.ted.com/talks/lang/eng/barry_schwartz_on_the_paradox_of_choice.html). He spoke about the complexity that is introduced to us as consumers by providing too many...
by Günter Richter | Jan 21, 2010 | Business Strategy, Customer Management
As I have mentioned before, South Africa was lucky by not feeling the full blow of the global recession. However one needs only take a walk around any mall to notice how retail has been affected more than other industry’s have. Many small retailers have closed...
