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There’s a reason why fan retention is so low among many sports teams, and it’s not just bad play on the field or a bad economy. It’s about a core lack of understanding about what drives fan satisfaction and loyalty. Too many individuals who are charged with keeping up revenues are purely marketing or sales-driven. […]

A friend recently relayed this customer service story to me, and food stories are always a special treat! Enjoy!…or at least, Learn… Twice this weekend I noticed that servers, in their desire to speed up the delivery process (I can only assume) were actually stepping over my words while I was ordering. I’m not a […]

Does your bank care about you? If so, how do you know? How do they treat you differently/better than they treat prospective customers – those they don’t already have locked in to a few accounts? Results of a recent Ernst & Young survey in Canada suggest that “although banking confidence varies between nations, the “battle” […]