Alan Weiss, the respected international consultant, author and speaker, also had an interesting take on this issue in his Monday Morning Memo of 21 September 2010:
“Do you feel like a welcome customer of your credit card banks, or someone they’re trying to ring every last dollar from in late charges, interest fees, foreign transaction fees, and penalties? Do you feel like a valued customer of the airline that’s charging you for checked bags, carry-on bags, slightly larger cramped seats, simple food, and even rest room use? How are they doing building brand loyalty with you? Think about that with your own customers. They are valuable assets in competitive times, not ambulatory ATM machines”.
Visit Alan at www.summitconsulting.com . You can subscribe to his newletters there.
