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Why do your customers buy your products? If you changed something about them, could you sell more? An unusual way to answer those questions is to apply the Kano Model, a product analysis approach developed by Noriaki Kano when he was a professor at the Tokyo University of Science. The Kano Model ev Read More

You don’t have to be a green company to have some green-minded customers. Whether you sell paint, paving services, lighting fixtures, or plumbing supplies, a certain number of your customers are already seeking eco-friendly products or services. How do you reach them? Here are some marketing option Read More

A recent survey from American Express found that before customers will do business with you, nearly half of them will go online to check out your customer service reputation. The survey also reported that after customers read good things online about a company’s service, they actually experience be Read More

Customer turnover is a fact of life in business. But studies show that if you increase customer retention by just 5 percent, you could increase profits by 25 percent or more. One great way to boost your customer retention program is to communicate with your different customer segments in different Read More

Highland Spring, a British maker of bottled waters, has just launched Hydr8, a low-priced bottled water. Unlike high-priced international brands and Highland Spring’s other waters, Hydr8 will be distributed through “budget stores” and food-service wholesalers. Read More

There’s nothing unusual about how American Express recruits and hires customer service representatives. It posts jobs online, interviews applicants on the phone, then invites finalists for in-person interviews. Read More

There’s money to be made renting giant slides, merry-go-rounds, and moonbounces. In case you don’t know what a moonbounce is, it’s an inflatable mesh-sided room in which kids can jump up and down. According to an article on StartingABiz.com, moonbounces rent for between $85 and $350 a day, and gian Read More

For years, bowling alleys stuck to a simple business formula. They generated most of their income by renting to leagues and filled in around leagues by catering to individual bowlers and birthday parties. They also made a little income by selling equipment, renting shoes, and dishing up pizza, burg Read More

Studies show that many small business owners don’t know what a Facebook company page looks like or why they would ever want one. If that sounds like you, you might be missing out on a terrific low-cost brand-building opportunity. With a Facebook page, you can: Read More

If you find that you have lost a significant number of customers unexpectedly (often something you notice year-over-year if it’s happened to you), it may be worth doing some research so you can understand what caused the change. If the group of lost customers is large enough and significant enough, Read More