Gillette Flunks the Giggle Test
Mourn their passing.
And beware of the new breed. They can get you into trouble.
In the words of the Poznak Law Firm (see "False Advertising: The Basics," below):
Although your use of the latest hot marketing and sales strategies may improve the bottom line of your business, you may get into hot "legal waters" if you do not exercise the proper restraints.
Letters to the Editor
In response to, "The Wall Came Tumbling Down," which was published 6/21/05:
Here is a quote taken from Frederick Reichheld's excellent book, "The Loyalty Effect," that shows the other side of the coin.
Reichheld cites the example of State Farm and its reaction to losses sustained due to hurricane Andrew:
"The need to keep losses under control led many companies to cover the claims required by their contracts in South Florida, then refuse to renew customer policies to avoid future losses. State farm took a radically different view. It had no intention of canceling customers it had expended so much energy and expense to acquire and maintain, most of them for many years. Indeed as State Farm sees the world, it would economically irrational to destroy the value of the company's investment in a large block of high-quality customers. Most important, disloyalty to customers would be philosophically unacceptable. Loyalty is a two-way street. Moreover, loyalty must be seen to be a two-way street. How could State Farm possibly expect its customers and agents to remain loyal if the company did not demonstrate loyalty when the chips were down?
"When Andrew blew the roofs off houses because contractors had not properly anchored them to their frames, State Farm paid its customers more than their policies required in order to bring the houses up to code. When a Wall Street Journal reporter asked why the company was willing to overpay, … State Farm's General Counsel replied, 'We will be insuring the homes in the future, and we don't want them damaged in the future.' State Farm expects its customers to stay with the company for years, so this approach will save everyone money in the long run."