When Rewards Backfire

I recently had an experience with a small-chain retailer.  I’d been referred to the chain by more than one fan.  My shopping experience was great, and when I was handed a $40 voucher after I’d made a $400+ purchase (way more than the amount of a typical purchase of mine), I felt like I’d found [...]

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Do You Love Your Haters?

“Haters.”  A head of sales for a Fortune 100 business unit recently used this term to characterize a group of people contributing to the unit’s profitability problems.  What do you think he meant by “haters?” Industry regulators Leaders in another division of the company Customers A rival New York City-based rap duo If LL Cool [...]

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