Last week I spent eight evening hours watching focus groups, both here and on the West Coast.

You can‘t afford to be perceived as just one of the herd offering the same stuff that everyone else is offering. To succeed in this new paradigm, you’ll have to become top of mind (number one) in something in your … Continue reading →

Your old marketplace is being replaced with a “market space” where customers determine the time, place and conditions of doing business.

During a recent visit to an antique store, I stumbled across boxes of old ads preserved from Life Magazine

So, I’ve been giving my previous post about Dominick’s some thought and was reminded of an example that was given in a class I took awhile back.

Every Thursday I receive an email entitled “CARRIE, savings for you” from Dominick’s, a local grocery chain. And every week, it irritates me. Talk about your personalized email gone awry.

If you’ve read any of my last three blogs about my various Nordstrom interactions, you may be left wondering if I have a point. Fair enough. There is power in a story.

This is the third installment of my Nordstrom saga. Previously I wrote about their customer service and gave an example of how I was crushed by a negative experience, promising to never shop there again.

In my previous post I wrote about the retail store Nordstrom, explaining how they are known for their exemplary customer service. Those that know me probably suspected it was leading somewhere. And you were right.

Perhaps you’ve heard the infamous story about how Nordstrom accepted a tire return. For those who haven’t, it goes a little somethin’ like this