1. Shopper & Customer

FaceTime with the Content Guy:  Customer Service Perception & Reality

Written by Posted on Less than 0 min read

Got a lesson in great customer service the other day, from an unexpected source … and with a rather chastening lesson.

The post FaceTime with the Content Guy:  Customer Service Perception & Reality appeared first on MNB.

View Original Article
Post Views: 31
Member since
For more than 30 years, Kevin Coupe has been bringing to readers and audiences a wealth of experience, sharp storytelling skills, provocative and contextual insights, unique worldview and serious levity about the world of business and consumers. https://morningnewsbeat.com
Do you like MorningNewsBeat's articles? Follow on social!

More from MorningNewsBeat

  1. Media & Marketing

FaceTime with the Content Guy:  Hope As A Variant of Known Significance

I spent the weekend in San Francisco, where I was privileged to serve as emcee for  City of Hope’s 45th Annual Festival Ball, hosted by the Northern California Food Industries Council.  I had the opportunity to hang with a number of MNB readers, which always is great fun, but the best part of the evening […]
< 1 min read
0
  1. Department: Nonfood

Worth Watching:  Great Ideas & Possibilities

Simply put, I love this commercial. Over the years, I have emphasized the importance of not just being a source of product, but a resource for shoppers. In many ways, that’s what this Apple commercial does – it emphasizes not the hardware, but the results of using the hardware.  It is the same as emphasizing […]
< 1 min read
0
  1. Data & Insights

FaceTime with the Content Guy:  Click Here For Shopper Insights

Lots of companies use technology – including  and increasingly AI – to glean insights from shopper behavior.  Drill down enough and gather enough data, and you can start to identify and then market to specific consumers.   But I have a thought about that, and how retailers can find out just as much or more […]
< 1 min read
0
  1. Data & Insights

Sansolo Speaks:  Orals Hygiene

by Michael Sansolo There is endless discussion in almost every corner of the world of the impact of AI on society, culture, government, politics, education, and, of course, business.  I wish I understood it enough to be able to clearly communicate the impact on the latter, both in terms of being a tool that can […]
3 min read
0
  1. Media & Marketing

OffBeat:  KC/In Conversation w/ Mark Ciccone, Author of “Secrets Among Friends”

Today on OffBeat, a little something different … a conversation with Mark Ciccone, a longtime industry veteran who has just published his first mystery novel, “Secrets With Friends,” which uses Eastern Europe and (go figure) his experiences with CPG and supply chain as a backdrop for his plot. I hope you enjoy our chat, and […]
< 1 min read
0
  1. Channel: Delivery

Wednesday Eye-Openers

With brief, occasional, italicized and sometimes gratuitous commentary… •  DoorDash To Acquire Deliveroo From the New York Times: “DoorDash announced two deals worth billions of dollars on Tuesday, saying it has agreed to acquire Deliveroo, the British food delivery company, and SevenRooms, a platform used by hotels and restaurants to manage reservations and marketing. “The […]
5 min read
0
  1. Media & Marketing

FaceTime with the Content Guy:  Succession

Two prominent New England companies are in the news because of their approaches to succession planning – one is getting it all wrong, while the other is getting it absolutely right. Put another way, when it comes to succession planning, what do Market Basket’s Arthur T. Demoulas and LL Bean’s Steve Smith have in common? […]
< 1 min read
0
  1. Trends & External Forces

Football As A Metaphor For Private Label

Once again, Sportico is out with its annual list of the Top 100 Most-Watched TV Broadcasts of the past year. And once again, the National Football League “accounted for 83 of the most-watched transmissions in 2025.” It was the NFLK’s second-best performance ever;  two years ago, it accounted for 93 of the most-watched broadcasts. Of […]
< 1 min read
0
  1. Trends & External Forces

Visa, Mastercard Said To Be Close To Settlement Of Merchant Lawsuit

The Wall Street Journal reports that Visa and Mastercard “are nearing a settlement with merchants that aims to end a 20-year-old legal dispute by lowering fees stores pay and giving them more power to reject certain credit cards, according to people familiar with the matter. “Under terms being discussed, Visa and Mastercard would lower credit-card […]
3 min read
0
  1. Merchandising

FaceTime with the Content Guy:  Shelf Space

I want to come back to last week’s story and conversation about ketchup to make a broader point about an approach to product curation – whether you carry 4,000 or 40,000 SKUs – that I think more retailers ought to embrace. The post FaceTime with the Content Guy:  Shelf Space appeared first on MNB. View […]
< 1 min read
0
  1. CPG & FMCG

“TO HELL WITH COMFORT ZONES!”  …A new presentation by Kevin Coupe

Many businesses and business leaders – most businesses and business leaders, if we’re being honest about it – operate within the lines.  For many reasons, they believe they must;  they are responsible to their employees, shareholders and customers, and time, experience and an instinct for self-preservation have persuaded them that this requires them to adhere […]
< 1 min read
0
  1. Department: Food

Your Views:  Hard Choices

MNB reader Theresa M Zaske had some thoughts about the potential end of SNAP benefits because of the federal government shutdown: I have a nephew with severe disabilities who relies on SNAP. He lives two time zones away from me. My sister and I are figuring out how to help him. That means my sister […]
7 min read
0
  1. Technology & Innovation

The Innovation Conversation:  From NGA, Collaboration Cues (& More)

Tom Furphy and KC report in from the National Grocers Association (NGA) convention in Las Vegas, where they, along with Michael Sansolo, facilitated a series of educational sessions keyed to the subject of collaboration – what makes it work, how to benchmark a successful collaboration, and how to coordinate goals and aspirations.  And, Tom & […]
< 1 min read
0
  1. Media & Marketing

OffBeat:  “Ballard”

Amazon Prime Video may have ended production of “Bosch: Legacy,” which was a worthy successor to “Bosch” – the two series combined for a 10-season run – but the universe in which author Michael Connelly’s creations exists continues to expand.  “Ballard,” based on another Connelly series of novels featuring a Los Angeles police detective named […]
2 min read
0
  1. Trends & External Forces

White House Is Making A List, Checking It Twice – Why It Is Relevant To You

Axios is reporting that the White House “has created a scorecard that rates 553 companies and trade associations on how hard they worked to support and promote President Trump’s ‘One Big Beautiful Bill’.” According to the story, “Trump works transactionally, and companies have rushed to pay demonstrative homage. Now, senior aides will have data to […]
4 min read
0
  1. Technology & Innovation

The Innovation Conversation:  Defining Agentic Commerce

“Agentic commerce” is a term that is being tossed around a lot these days – but KC wanted to get someone who knows a lot more about this stuff than he does to explain exactly what it is.  So naturally, he turned to Tom Furphy, who defines what it is, delineates its upsides and downsides, […]
< 1 min read
0
  1. Trends & External Forces

Tuesday Eye-Openers

With brief, occasional, italicized and sometimes gratuitous commentary… •  HHS To Ban Synthetic Food Dyes in Food By End of 2026 From the New York Times: “In his first attempt to significantly change the nation’s food supply, Robert F. Kennedy Jr., the health secretary, will direct food manufacturers to phase out eight petroleum-based food dyes […]
7 min read
0
  1. Department: Food

FaceTime with the Content Guy:  Stomachs & Souls

Agriculture Secretary Brooke Rollins got a lot of grief last week when she said that the agency ran something like a thousand simulations and found that “it can cost around $3 a meal for a piece of chicken, a piece of broccoli, you know, a corn tortilla and one other thing.” To paraphrase Shakespeare, I […]
< 1 min read
0
  1. Channel: Ecommerce & Digital

Not So Fast:  Kroger Reconsiders Ocado-Powered Distribution Centers

Reuters reports that Kroger may be backing off its extended commitment to the Ocado-powered automated fulfillment network, as chairman and interim CEO Ron Sargent said last week that the company is conducting a “site-by-site” review of its current facilities and, presumably, its future plans to extend that network. “Ocado struck a deal with Kroger in […]
2 min read
0
  1. Channel: Club

Costco Reality Check

Scott Moses, partner and Head of the Grocery, Pharmacy & Restaurants Investment Banking practice at Solomon Partners, is out with another in his series of infographics illustrating the market power of major retailer. This one focuses on Costco, illustrating some basic competitive realities of which some may be unfamiliar:  it is the number two global […]
3 min read
0
Next