When Mayday Becomes Payday

Posted by on Sep 26, 2013 in Blog

One of the trickiest issues with technology is how to effectively support customers.    This can be as simple as helping customers recover their login to a password protected website or as complicated as setting up a new home entertainment system.   Today,  Amazon chief Jeff Bezos unveiled Mayday, a really cool approach to tackling this issue.  When you press a special “Mayday” button on their Kindle tablet, a live person appears in a video screen to help.  Within 15 seconds.  And they can takeover your screen and help you through whatever is frustrating you.     This is a...

Read More

Groupon for Surgery: A Bad Idea

Posted by on Sep 27, 2011 in Blog

Like many of you, I get a daily Groupon e-mail and will often take a look and see what special deal is being offered.   I admit to being intrigued by the upcoming Tomato Battle taking place in my town next weekend (modeled after the annual rite in Bunyol, Spain), but I’ll leave it up to a few thousand others to enjoy that event.   While I have serious reservations about the longevity of the business model (which were confirmed by Groupon’s recent financial reporting), this type of offering has struck a nerve with deal-seeking consumers whose spending patterns have been permanently...

Read More

Wavefront-Guided Custom Cataract™ Surgery

Posted by on Apr 17, 2011 in Published Works, Report

Wavefront-Guided Custom Cataract™ Surgery

A New Value Proposition for Cataract surgeons In the spring of 2009, WaveTec Vision (Aliso Viejo, CA)began commercializing a new device for cataract surgeons based on a simple premise: providing refractive information during the procedure would help improve clinical results achieved following the procedure… Tags: Data, WaveTec Vision, surgeons, Results, Vision, Cataract, Simple, surgery, intra-operative, Procedure Download the full article   ...

Read More

The World of Ice cream and Enhancing the Customer Experience

Posted by on Jul 1, 2009 in Videos

The World of Ice cream and Enhancing the Customer Experience

The World of Ice cream and Enhancing the Customer Experience   July is ice cream month, and this frozen delicacy illustrates the history of economic progress and how the value for an offering can increase over time. I’ve noticed ice cream taking a definite upscale turn lately, as evidenced by five ice cream trends noted in the LATEST ISSUE of Sunset Magazine. More than just a fun food, ice cream has some lessons for us, as shown in this video originally published last summer. This video shows examples of customization, celebration and acknowledgement of customers…all ideas...

Read More

Ideas in Action: Learn about the Experience Economy

Posted by on Jun 17, 2009 in Blog

June 2009 An Interview with Jim Gilmore A Trip Down LASIK’s Memory Lane     An Interview with Jim Gilmore In writing a regular column on marketing over the years, what I’ve come to appreciate is that great marketing typically boils down to how well you serve the needs of your customer. Two years ago I hit upon a motherlode while reading The Experience Economy, by Jim Gilmore and Joe Pine. These two economists described how companies and individuals are creating greater value in our economy and helping sustain its growth. The book’s message is highly durable, and...

Read More