Tag: special

Customers Prefer Special Treatment Over Low Price

The department store chain, Nordstrom, is a master at giving its customers special treatment. I live in Phoenix, Arizona, where until recently, there had been no Nordstrom. The closest stores were located in San Diego, some 300 miles away or one hour by air. So how did Nordstrom get people from Phoenix to shop at one of their stores in San Diego in big numbers? The answer is they spoiled the people who did and they spread the word.

Pay Special Attention to the People Who Count

When it comes to solving problems with customers, special treatment often works far better than money. Let me give you an example: A senior vice-president of a bank for whom I was doing some consulting came to me one day crying the blues. His concern was that some of the competing banks had decided to aggressively go after some of the large depositors who did business with his branch banks located in several wealthy retirement communities.

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