Mitchell Goozé
Mitchell Goozé
Mitchell Goozé is the president and founder of Customer Manufacturing Group. His broad scope of business experience ranges from operations management in established firms, to start-up and turn-around situations and mergers. A seasoned general manager, he has headed divisions of large corporations and been CEO of independent firms, always focusing the company strategy on the most important person in business . . . the customer.
The Evolution of Southwest Airlines from Different to Sameness
Southwest has recently announced that they are going to be just like all the other airlines starting in 2025. Assigned seats, more leg room sections,…
How to Achieve Sustainable Growth via New Markets and Better Brand Visibility
Business growth is a cornerstone of entrepreneurial success, an ambition visionaries and pragmatists share. In navigating the dynamic terrain of commerce, it’s crucial to...
How to Confuse Your Customers … If That’s Really the Goal
I continue to be amazed at how companies can do so many things wrong and not see it. This story is a little long, but…
What the Heck is B2B2C Marketing?
The construct of B2B2C Marketing (Business to Business to Consumer) is a relatively newly named construct (2015 or so). What is it exactly? Like many…
What Really Sets Amazon.com Apart
Amazon.com has claimed a relentless pursuit of customer-centric processes since its inception. Sure, Bezos’ access to VERY low-cost capital and minimal profit expectations gave him…
What’s Really Wrong With United Airlines?
Over the last 15 months or so United Airlines has received a lot of well deserved negative publicity. Here is a partial list: In January…
Can Your Culture Make Your Company More Innovative?
Well sure, but the issue for many is whether a company needs to change its culture to become more innovative. Much has been written on…
A Downside to Big Data and Data Mining for Marketers
By now anyone who is a marketing professional knows that analytics, big data, data mining etc. are key tools that must be mastered. Unfortunately...
Dealing with a Bad Online Review of Your Business
Online review sites are the rage. Unfortunately they often are given more credibility than they deserve. I wrote a piece back in 2016 about...
The Root Cause of the Lastest United Airlines Fiasco
As many have read today, United Airlines was caught, again, in an embarrassing incident. This time having the police forcibly drag a doctor off...
What Can Save Brick and Mortar?
19455899 – worker create a brick wall with trowel and cement mortar A recent article in the San Francisco Chronicle got me to thinking again...
Customer Experience and Process Management: A Dichotomy?
We find ourselves at Customer Manufacturing Group at the intersection of two trends that are finally becoming mainstream conversations: customer experience and process management....
I Was Stupid And They Saved Me
I bash the airline industry a lot on this blog. Firstly, I fly often so I get lots of opportunity; and secondly, they give...
Customer-Centricity Is More Than Promotional Hype
A lot is written about the importance of customer-centricity and customer experience. Research by Watermark Consulting shows that companies that provide better customer experience...
What Makes A Good CMO or Marketing Leader?
My friend Laura Patterson conducts an annual Marketing Performance Management benchmark study. The current study represented their 15th annual study. After each study, Laura...
A 6-Step Plan For Increased Competitive Advantage
If you a running a competitive business these days, you already have world-class operations (if you didn’t, you’d be out of business or on...
Are Your Customers Buying On Price?
“There is nothing in the world that some man cannot make a little worse and sell a little cheaper, and he who considers price...
How Much Is Marketing Really Worth To Your Company?
Well, there’s an often asked question. How do you answer it? We’ve seen and heard CMOs, VPs of Marketing, etc. scramble to create an...
Gaining Competitive Advantage With Your Business Model
As I have written about before, companies can gain advantage from their business model. Consider some popular examples: Amazon.com: It starting as a bookstore and...
Why You Need To Be #1 or #2
GE has a mantra that they intend to be #1 or #2 in any market they serve, and if they can’t they will exit...