For this episode I would like to share an excerpt from the Customer Karma book: As I grew older, my grandma helped me connect the dots in each of these learning moments. One evening, when we were sitting on the balcony, I told her that after...
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The Customer Karma® book is at the final phases of its production. The cover design is done. Now it is left to the publishers to do their share to make the book look good so that I can get the book in your hands. As...
Read MoreWhen you go to a movie theater, you often enter through the main entrance and then leave through a back door at the end of the movie. This flow makes it simple to check customers’ tickets as they enter. If crowds of customers entering and...
Read MoreOver the years of consumer research, I have learned that the customers cannot always give you the right answer when you: ASK THEM THE WRONG QUESTION: If you ask the customer the wrong question, the customer will answer the question truthfully; but the answer you get...
Read MoreSuper Bowl Sunday is just around the corner. Super Bowl is the #1 night for pizza delivery. But it was not this way all the time. Let me take you back to 1990s. Look at this Pizza Hut ad from 1990s. One thing is missing...
Read MoreHappy New Year everyone! I hope you and family had an amazing holiday. Now that the holidays are behind us, you may be reflecting on the stress of the last minute shopping in December and then the anxiety of returns in January. You will realize that...
Read MoreIn the last blog, I talked about the power of customer observation. This time, let me switch gears and talk about the power of conversation with customers. The power of conversation is based on the following three key learning: CUSTOMERS CAN REACT TO A PRODUCT OFFERING,...
Read MoreDo consumers lie to mislead you? I was told they do not. Then help me understand what was wrong with the following picture when I was working for a bagel restaurant chain. 65% of customers stated that they wanted to try specialty bagel and flavored cream...
Read MoreHow can an idea so good not work in increasing loyalty? During my days with one of the top three pizza companies, my team came up with a brilliant loyalty building idea. “You buy 10 pizzas and after that, you can buy pizzas for the rest of...
Read Morehttps://youtu.be/VjqQ_1Fh2c4 The underlying lesson in my experience in pizza marketing is about paying attention to the details and not being scared to challenge existing ways of thinking. Let us start by talking about cheese pulls. We know not all cheese pulls are created equal, but let’s...
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