Monthly Archives July 2011

Experiences . . . or lack there of . . . could be the death of your business

Your customers continue to demand experiences. At Niagara Falls you can go and watch falling water, or board a sixty foot boat that is powered by three 500 horsepower engines and then drive through the class 5 rapids below the falls.  Now THAT is an experience. Instead of looking through catalogs of caskets, at the Zabor Funeral Home in Cleveland, you are shown into a private display room where the represented ends of each casket are displayed on the walls.   Because they want to extend the experience, they have converted a next door building into a food service facility to
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