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Goal 4: Apply What You Learn

For over 40 years I have taught applied modeling—at eight different universities, engineering and business schools, graduate and undergraduate levels. I have taught using paper and pencil for quick-and-dirty models, calculators, mainframe computers, and now PCs with spreadsheets. Generally, I have four goals for each class, and the fourth is: Be able to actually identify … Continued

Retaining Customers Part II: The Flight of the “Service Zombies”

This is the second of a series of four blogs devoted to the topic of customer retention. To read Part 1, click here. Employees get excited when management demonstrates a serious commitment to listening to customers and staff’s suggestions for serving them. Building customer loyalty is everyone’s responsibility and everyone’s input is critical. Sharing information … Continued

Retaining Customers (Part 1 of 4)

This is the first of a four-piece series devoted to the topic of customer retention. Here, I will talk about retention, what it is, and why it drives successful business operations. The three subsequent blogs will present a conceptual framework for issues, rationale, cost models, and examples for use in developing and maintaining a loyal … Continued