Sep 13

Customer alienation 101

Professor Richtoven: Good morning, class. I’m Professor Richtoven and this is Customer Alienation 101. Gillette

Let’s start with a simple question that relates to our first case study of the semester: How many here have cut a finger or worse trying to open a packet of Gillette Mach 3 razors? Anyone? Anyone? My goodness. Everyone!

Ok, wow. Well, who would like to share a war story with the rest of the class? Yes, Smedley.

Smedley: I’ve cut myself three different times on those impossible to open packages. One time I sliced off the tip of my pinky. See the stump? Anyway, my mom insisted on taking me to the ER. So embarrassing.

Professor: Ouch. And, how does that make you feel about Gillette?

Smedley: I hate their guts.

Professor: But, you still buy their razor?

Smedley: They’re the best, professor. The best.

Professor: Interesting. Anyone else? Yes, Dimwitz.

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