“The purpose of business is to create and keep a customer.” Peter Drucker, 1909-2005 The relationship management continuum begins before the initial sale is made. Businesses that thrive will do so because they provide ever more value to their customers and nurture their customer relationships. “Efficiency is doing things right; effectiveness is doing the right…

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The economic downturn may prove a major opportunity to mid-size companies looking to change advertising agencies.
For those who survived the recession battered and bruised, the new decade figures to be just as challenging as the last one. Those businesses that survive and hopefully thrive will do so based on the ability to provide ever more value to clients and customers and to nurture relationships.

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Since the introduction of global distribution systems for airline tickets and hotel rooms, the commoditization of coach flights was foretold. The internet has only exasperated the problem, leading to the despairing cry that, in coach pricing, “an airline can only price as smart as their dumbest competitor.” To combat this horrid position, airlines may want to consider creating a new “Coach Plus” booking class.

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