Here is a classic example of a large corporation’s failure to effectively take the customer’s psychology into account.

While I’m certain Macy’s spent a lot of money on marketing before they made all the changes described in the New York Times article, they only concentrated on the proper things with the proper scientific testing after they had lost billions of dollars and run off some valuable customers forever! And this doesn’t even count a dramatic drop in Macy’s stock price!

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Most businesses claim to cater to the customer.   They may make a strong point in their marketing and advertising.  Unfortunately, many fall far short of that goal.  Look at some of the experiences Mr. Merholz had with major airlines.

Where do we fall short?  Usually in failing to have true customer service as a part of [...]

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 DISASTER PLAN: How Lose Customers In A Single Move!
At times it is surprising how easily large corporations make huge errors in judgement!
In this case the company which produces the Absolut Vodka brand produced a TV advertising campaign for airing in Mexico that played on the longstanding rub the Mexicans have had toward the U.S. for having lost [...]

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