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Marketing To Grow Market Share

January 01, 2017 Clemens Rettich

The owner of a successful HVAC business recently experienced an early winter with little growth. Year-on-year sales were flat despite an effective marketing campaign. 

He is in a competitive...

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You Can't Fix Stupid

August 26, 2016 Clemens Rettich


Creating a delightful customer experience is one of the most important things in business.

Creating a delightful customer experience is also one of the most complex and difficult things to do in...

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Customer Loyalty is Sticky Business

April 10, 2016 Clemens Rettich


I heard this joke: A: When is customer loyalty not repeat business? B: Wait, repeat business isn't loyalty? A: No. It's not. And can you just answer the question now? B: No. I can't. I need some...

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Complaining Customers Are a Gift From Heaven

March 21, 2016 Clemens Rettich

The Silently Unhappy

We know little about each other when things are going well. The mask stays in place.

We find what you are made of when things go wrong.

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Small Numbers and The Power of Suggestion in Sales

May 15, 2015 Clemens Rettich


"...we pay more attention to the content of messages than to information about their reliability..." Daniel Kahneman

When we are caught up in the emotional truth of a statement or story we...

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