Thursday, July 19, 2018

Best Buy takes a page from 'Build a Brand Like Trader Joe's' to defy Amazon, and expectations...

Bloomberg just put up a terrific story about the way that Best Buy uses its front-line customer service staff to fight off bigger and richer rivals, like Amazon.

If you're a fan of Trader Joe's, you'll recognize Best Buy's secret -- which is to empower front-line customer service staff to do what it takes to make customers happy.

Even after all these years, I'm still surprised this sure-fire brand-building method is something of a secret.

Monday, July 2, 2018

Check out this great podcast all about Trader Joe's

I was flattered to be asked to contribute to this great podcast, sponsored by Zendesk, on the topic of great customer service. The first episode is, in fact, all about TJ's. Check it out and let me know what you think...

This episode is entitled "Beyond Cookie Butter: The secrets behind Trader Joe's great customer experience.