A critical recurring question that all retailers deal with is how to calm and re-engage an upset customer. This problem came to my attention once again while waiting in line at a local store. What might have been an easily pacified situation escalated into a very unpleasant encounter. I asked myself how this disagreement could […]
My son Joel, a freshman at the California State University at Chico, brought home for winter vacation the book, Inside Coca-Cola – A CEO’s Life Story of Building the World’s Most Popular Brand by Neville Isdell. It proved to contain the perfect topic for this column: Isdell’s concept of branding. When I started writing this […]
The New Year always brings with it the need for New Year’s resolutions and the inspiration to set goals. We establish them in our personal lives and it is equally important to establish them in our businesses. More than 80% of the 300 small-business owners surveyed in a recent Staples National Small Business Survey said […]
