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Innovating Service With Chip Bell
‘How ya gonna keep ’em down on the farm after they’ve seen Paree? How ya gonna keep ’em away from Broadway, jazzin’ around and paintin’ the town?” This 1914 song by Andrew Bird was a hit as...
    With the durable goods markets in flux—new orders rose 0.7 percent in March 2017, after declining as low as 4.7 percent just a few months prior—manufacturers are seeking alternate sources of revenue and profit. After-sales service, or the service delivered after the initial sale of a new product,...
    As marketing advances, most professionals are well aware by now of the importance of retention and reactivation in optimizing the value of the customer base. The facts are clear: We know that it costs far less to reactivate a dormant customer than to acquire an entirely new one; we know that...
    Neon Sign: Work Harder
    What motivates you to go to work every morning? What drives you to do good work every day? What motivates you to want to work for your employer every day? What are the things that your manager and your executives do that encourage you to work hard for them every day? What motivates your staff...
    The title to this column probably has you thinking about some life-changing transition or a big vacation to refresh, or maybe a new exercise regimen. If that is the case, I am sorry to disappoint you. I’m actually about those renewal reminders for annual donations you make to a charity or to...

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