How do you build a relationship with someone? You often have to put their needs ahead of yours. That is true in a relationship with your significant other, a best friend, your parents, and your kids. It is also true with our customers. If we put them first in all we do – the customer [...]

Big Lots has launched a loyalty program – The Buzz Club.  Make 10 purchases of at least $20 each and receive a discount.  If I’m a regular customer of Big Lots – that’s a nice unexpected bonus.  Will it drive me there if I’ve never been a customer?  Probably not.  To make a commitment to a [...]

I’m facing a conundrum.   The other day I put out a question asking how we put customers first in our business and asked these questions: How important is customer loyalty? Do you measure the percent of returning customers? Do you have training programs in place that reinforce a “Put Customers First” culture?  I have received some [...]

My kids are sick.  One has a sore throat and dry cough and the other has a bad head cold.  No fevers, no stomach flu, no need for a prescription, but they are both miserable.  I went to Giant Eagle to check out the over-the-counter options.  So many choices, flavors, pills, liquids and messages that [...]