The infamous feud between the Hatfields and the McCoys lasted 13 years. But that’s small potatoes compared with the ever-present tension between marketing and finance departments. The two functions have long had a fractious relationship, [Read More]

Yet the employees at Bob Evans restaurants feel so comfortable with their management — have such a strong sense of belonging — that after a long shift on their feet, many go home [Read More]

James Hoggan can come across as an old-school, starched-shirt strategic communication authority. Representing a distinguished blend of both blue-chip and new-economy clients, the Canadian public relations guru has cultivated a particular niche in a fast-paced [Read More]

Back when S&H Green Stamps first introduced many Americans to the idea of a customer loyalty program, consumers were more than willing to fill up stamp-saver books in exchange for reward currency. Today, shoppers are [Read More]

A better product or a more competitive price may spur customers to take their business elsewhere, but most depart over customer service issues. In a recent consumer study conducted by UCLA, 68 percent of respondents [Read More]

It seems counterintuitive. Bad profits? But Fred Reichheld, a director emeritus and fellow at Bain & Co., has a strong message for businesses that are shoring up the bottom line at the expense of customer [Read More]

The importance of earning customer loyalty cannot be overstated. It is, after all, a good way for companies to stay profitable. But to the authors of Loyalty Myths, placing loyalty above all other business concerns [Read More]