Lessons from Tesla and In-N-Out Burger

This week I spent a few nights at a hotel in Lathrop, California. While there, I drove by the new Tesla manufacturing plant and noticed that an In-N-Out Burger distribution center was located next door. Both of these companies share several key characteristics as it relates to their customers and marketing plans. Looking on, they […]

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Two Questions to Find Customer Satisfaction

I continue to be asked to participate in customer satisfaction surveys by phone, e-mail and even in my mailbox. I keep wondering who’s spending their money just to get confusing and useless information. Most surveys ask you to rate your level of satisfaction on multiple scales: numerically from 1-10; by how satisfied or dissatisfied you […]

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