Tag Archives: loyalty

My New Year’s Resolution for 2019: Expecting More

New Year's festivitiesWhen I attended university 35 years ago, majoring in business administration, the book “In Search of Excellence” written by Tom Peters and Robert H. Waterman, Jr. was often referenced as a case study in best practices.

As a student in the 1980s, the book resonated with me. I was particularly in awe of the innovative concept of seeking input from clients and front line employees for simple yet effective ideas for enhancing the quality of products and services. The concept’s success was further demonstrated in the documentary movie that was making the rounds at that time.

“In Search of Excellence” was probably the book that inspired me most to pursue a career in business. Even as a young man, I was moved when a business (a store, a restaurant or a service) valued quality and worked a little harder to achieve it. This was (and still is) an important value for me and it appealed to me to think that a business career could revolve around the theme of quality.

But when the business world constantly hungers for a competitive edge, management principles are ever-evolving and replaced by new theories and best practices. And as a consumer, I am saddened that quality has been caught in the crossfire.

Some products don’t seem to last as long as they used to, despite the call to be more mindful of our use of landfills. Some stores are ghost towns, where it is impossible to find assistance when I need to ask questions or to get a product from a high shelf. And when I am able to find assistance, on some occasions I am given wrong directions or wrong answers.

I have also noticed some products I buy often getting cheapened by cutting corners on workmanship or incorporating cheaper materials. It is very disappointing. Continue reading

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With This Many Loyalty Cards, How Loyal Can You Be?

Reward CardsDo you remember the episode of the TV sitcom “Seinfeld” when George Costanza’s wallet explodes from the multitude of items he had filed away in it? Some days, I feel that could be me just from the quantity of reward and loyalty cards I have accumulated over the years.

Just this past week, I was in a rush to leave the house to go see a movie and found myself deep diving through the kitchen counter pile of flyers, lists, receipts and other miscellaneous orphaned items, to look for my movie loyalty card. Fortunately I found it in time, despite the needle in the haystack factor.

I have loyalty cards for airlines, hotels, department stores, grocery stores and pharmacies. I have cards to earn me free coffee, free pet food and free dry cleaning, to name a few.

As you can see by the stack of cards in the picture, I am a member of a multitude of loyalty programs, but frankly I am not as loyal to them as they may think. I confess, I have been seeing other stores behind their back.

Out of all of those cards, only two of them are always in my wallet. Maybe five get rotated in and out of the wallet regularly (…when I remember to). The rest, I try to keep as organized as possible by placing them all in a business card keeper (…when I remember to).

Talk about a house of cards, Continue reading

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