Patrick Lefler
Patrick Lefler
Patrick Lefler is the founder of The Spruance Group -- a management consultancy that helps growing companies grow faster by providing unique value at the product level: specifically product marketing, pricing, and innovation. He is a former Marine Corps officer; a graduate of both Annapolis and The Wharton School, and has over twenty years of industry expertise.
Does the new United Continental Holdings care about the customer experience?
After reading Monday’s press release of the announced United and Continental Airlines merger, I was struck by a couple of things... While the opening...
Discounting destroys value
I’ve been a pretty loyal customer of JoS. A. Bank (the clothier) for the past twenty years or so. I started buying shirts there...
Higher airfares ahead? Not necessarily
If the announced Continental Airlines / United Airlines merger is approved by regulators, current speculation is that the combined airline will push for higher...
How NOT to position your product for a new market
When you create a new market with your product or service, your positioning statement needs to communicate the vision and passion of what ‘could...
What’s the best way to sell a pair of $800 shoes?
Here’s a great story that comes from William Poundstone and the book Priceless. Some years back, the Williams-Sonoma chain offered a fancy breadmaker in...
More on ‘Don’t just probe…ask the five ‘whys’
More on 'Don't just probe...ask the five 'whys' While researching material for the previous post, I came across this interview with Teruyuki Minoura, Toyota's Managing...
Don’t just probe…ask the five ‘whys’
To get to root cause of any problem requires probing - you have to ask the right questions. And the most important question...
I want today what I may not be able to get tomorrow…
In their book Yes! 50 Scientifically Proven Ways to Be Persuasive, authors Noah J. Goldstein, Steve J. Martin and Robert B. Cialdini tell the...
If your business were to disappear, would anyone miss it?
Here's a related post to end the week on. As David Neeleman of JetBlue ended his talk at Stanford, he touched upon the importance...
Defining the JetBlue customer experience
Here's a great clip of David Neeleman, CEO of JetBlue talking about the importance of the customer experience. This is part of a talk...