Category Archives: Marketing

Angie’s List spam

Sending abandoned cart e-mails is par for the course. I just got one from Pottery Barn about a dining set I’d put in my cart, but decided not to buy after seeing it in the store. Those e-mails are a … Continue reading

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JC Penney CX flop

JCPenney’s CEO Ron Johnson was recently ousted after 17 months on the job. He had tried to overhaul the struggling retailer’s CX by simplifying pricing, replacing cashiers with roving check-out staff, introducing designer and upscale products, and changing the name … Continue reading

Posted in Customer behavior, Customer service, Marketing, Pricing | 2 Comments

Let them eat stale bread!

Yesterday, I participated in a half-day session called “Hack B-school”. It was facilitated by Stern professors and administrators and was intended to produce revolutionary thinking about business education. One of the exercises was to list cliches about business education and … Continue reading

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Tales from airline insider

One of the great things about attending business school in downtown NYC is the quality and breadth of speakers who come to campus. This week, Rick Zeni, formerly of US Airways and JetBlue, visited my Revenue Management class to talk … Continue reading

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Daily deals from a full-price customer’s perspective

I’ve previously shared my doubts about daily deals (Groupon, LivingSocial, etc.) and their bottom-line and long-term benefit for small businesses. Part of that was based on my own behavior as a user of those types of deals, as very rarely … Continue reading

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E-mail marketing: beauty and the beast

E-mail marketing is a cheap, easy way to reach potential customers and keep existing ones engaged. It’s tempting to create elaborate templates and designs to yield beautiful e-mails worthy of a top-notch marketing team. It’s just as easy to forget … Continue reading

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Online dating: Send a Drink!

I’ve yet to write a post about the CX of online dating (such a rich source of insight and amusement!), but I burst out laughing today at a minor change on the OKCupid.com site and thought I’d share. Previously, you … Continue reading

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