Barry Bonds’ record-breaking 762nd home run cost the San Francisco Giants hundreds of thousands of dollars. On an absolute financial basis, the 2007 game was a resounding success. The stadium was packed; memorabilia sold like hotcakes. Yet amid the thunderous applause of 40,000-plus fans, one man was fixated on the opportunity cost of this historic event.
For those of you who don’t live in Toronto, you may not have heard about the new train service our transit agency has launched, called the UP Express. It runs from the airport to Union Station with a couple of stops on the way. It is a great hit with its regular users…both of them! Nobody else has used the service, and that is because its price is so disconnected from anybody’s willingness to pay that it begs the question of whether the main asset MetroLinx should invest in is a calculator!
Tesla has created a fantastic piece of innovation, but my recent encounter with the car maker proves that its customer experience needs recharging. Here’s a view of the mistakes it made and how you can avoid them in managing your customers’ experience.
At SATOV, we like to see friends succeed. So we couldn’t be happier for Cossette, one of Canada’s biggest advertising firms and a long-standing client and strategic partner. In December 2014, BlueFocus Communication Group, a dominant public relations player in the Chinese market, purchased a majority stake in Vision7 International, Cossette’s parent company.