I confess, I was eavesdropping on my plane seatmate’s PowerPoint for a minute or two and saw this quote: “Branding is out, Results are in!” I so wanted to applaud and interrupt him but he was dug in on his work. I don’t know if it was his original quote or from another source but…
Each time I fly, if I am in the airlines’ frequent flyer program, I receive a customer survey almost upon landing. Or maybe everyone gets it. I can guarantee you that no passenger feedback form is telling the airline they approve of “the new airline industry”. Customer feedback is useless to them, so why do…
It is a fact of life that your company, any company, is going to have complaints. It doesn’t make you bad people, it just means that a customer experience didn’t measure up as expected. It doesn’t surprise us that solving issues is often an important driver in a buying decision. Yet it does surprise us…
Jaynie Smith, CEO of Smart Advantage has been interviewd by Bob Smith on whose radio show she is a frequent guest. In this interview from 7/72017 they talked how to help businesses avoid common pitfalls and create competitive advantages in today’s competitive market place.
When it comes to making a buying decision, where does trust rate as a criterion? A recent Wall Street Journal interview with a couple of business consultants tried to address the question using the travails of United Airlines as an example of a company that has lost public trust. The downturn in business for United…
Do you feel commoditized? Are you fighting the price game every time you have a new opportunity? We see so many companies succumb to price pressure because they don’t have a relevant value proposition. Often they miss the opportunity to provide solid confidence building in the sales encounter. Nothing grabs the attention more of a…
Bob Schmidt invites Jaynie back on air as her interviews get very high hit rate from listeners. Now, you can listen here, another fascinating interview on Bob’s show called “BS with Bob Schmidt.” In this interview few interesting points about flaws that business have. CEO of Smart Advantage, Inc. – Jaynie Smith was interviewed by Bob Schmidt on his…
Last blog post, I wrote about the disintegration of loyalty programs, specifically mentioning Delta and Marriott hotels. This is a trend happening across industries. When a company provides a diminishing return of rewards to loyal customers, shouldn’t that company be concerned with how they are perceived and how they deliver customer service? In other words,…
As a frequent business traveler, I can’t help notice the moves made by large companies in meeting the needs of their customers, or not. I have been an elite member of the Marriott Hotel chain for years. It affords small benefits but ones that their elite members have come to value. Besides speedier (sometimes) check-in,…
CEO of Smart Advantage, Inc. – Jaynie Smith was interviewed by Bob Schmidt on his radio show BS with Bob Schmidt. Jaynie and Bob talked about some of the key points from her experience and Jaynie shares some of her best practices on creating competitive advantage. Listen in on an interesting interview with Jaynie Smith…
