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When something is about to sell out, is hard to get, a deal is expiring, or your customers may miss out one way or another, you’re more likely to make the sale than otherwise.

…often stalls are not caused by the entrance of a bold new competitor or a disruptive innovation… but by chronic failures on the part of companies to closely monitor customer satisfaction and to zealously look for early warning signs of disaffection.

Today, no company can afford to leave any potential customers up for grabs by competitors.

Teams that aren’t constantly innovating, that aren’t continuously diving into customer data and surveying, and that aren’t rapidly experimenting and producing results are not long for the world.

…whether a company has made the choice to put their team and their customers at the center of every decision will be what separates the great ones from the pack.

…in all customer-service professions – the goal is to connect with people. Hospitality means breaking down barriers, not putting them up!

Success is driven by the merit of your current product and much less by your customers’ past experience.

…you can see a (very) strong brand as a credit line you build with customers. Realistically though, this credit line is something that only a handful of brands can enjoy, and even for them, it can be short-lived.

Customers who use loyalty cards are a self-selected group of cheapskates.

There’s nothing more obvious than an overt sales pitch. And there is nothing more likely to awaken a customer’s defenses.