Archive for July, 2010
China – An Update
July 21st, 2010I am spending a few weeks in China. This time, I sense a really big change in the Chinese marketplace. Not only has income level risen dramatically since my last visit a few years ago, but the Internet has become an even more pervasive force in Chinese consumers’ daily life. I confess that I have [...]
Quitting Behavior is Social Too
July 14th, 2010When we talk about social networking or contagion effect, we are usually referring to getting good words out about us so that we can engender good will and gain additional customers. In other words, we often focus on positive behavior in the context of social networks. But just as positive behavior can be fostered through [...]
Averting Service Disasters – Quicken Loans the Sequel
July 7th, 2010Last week, I used my unpleasant mortgage application experience with Quicken Loans to demonstrate the danger of force locking in consumers instead of fostering loyalty. Since then, I have received some interesting communication from Quicken Loans. As a consumer, I emerged from the entire experience feeling OK again about Quicken Loans as a lender. While [...]
