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Peter DeHaan

They Just Don’t Get It

By Peter Lyle DeHaan, PhD I wonder if my local phone company is clueless; it seems that they just don’t get it. By “it,” I mean everything: marketing, pricing, customer retention, technical support, and customer service. Although they are surely aware that they no longer function in a monopoly environment, their actions belie that reality. Of […]

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Peter DeHaan

Customer Since 1978

By Peter Lyle DeHaan, PhD It was an emotional moment for me. After proudly carrying and using a Shell gasoline credit card for more than 20 years, I had just canceled it and was in the process of cutting it up. Not that I was angry or upset with Shell, but it no longer made sense […]