Customer Disservice?

Customer Disservice?

When AAA came to my Mom’s house to jump start or replace the battery in her car, and the young serviceman couldn’t find her battery, I knew something was wrong. I politely said, aren’t you trained to start batteries? He told me that every car is different. That...
Who Did You Help Today?

Who Did You Help Today?

I love experiments that involve paying it forward. Recently, I sent the email below to everyone I know on LinkedIn last week. It was prompted by memories of my maternal grandfather George Ginsberg and frequent reminders from my friend Mike Schall. So far, I have heard...
What is your Word?

What is your Word?

I have always admired Bill and Melinda Gates. Not because they are zillionaires but because they have worked hard at their second act with dignity and grace. Their work in Africa to help prevent malaria is legendary. Melinda Gates recently mentioned in an interview...
Market Segments

Market Segments

I needed a new backpack and knew that I had several choices. I could drive 15 minutes to see a limited selection in a few different retail stores, or I could go online to Amazon and view hundreds of options, searchable by price, brand, size, quality, popularity,...