Alan Weiss’s Monday Morning Memo® – 9/20/10

September 20, 2010—Issue #53

This week’s focus point: Do you feel like a welcome customer of your credit card banks, or someone they’re trying to ring every last dollar from in late charges, interest fees, foreign transaction fees, and penalties? Do you feel like a valued customer of the airline that’s charging you for checked bags, carry-on bags, slightly larger cramped seats, simple food, and even rest room use? How are they doing building brand loyalty with you? Think about that with your own customers. They are valuable assets in competitive times, not ambulatory ATM machines.

Monday Morning Perspective: Anybody can win, unless there happens to be a second entry. — Humorist Goerge Ade

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