A blog post last week by Peter Shankman titled, The World’s Greatest Customer Service Story Ever Told, Starring Morton’s Steakhouse has generated some debate as to whether Morton’s Steakhouse demonstrated amazing customer service or capitalized on an opportunity to grab some great press when it delivered a porterhouse steak and
I read two things yesterday that cemented for me the fact that, due to the effect of social media, customer service and public relations are now inextricably linked. The first was a quote by Randi Zuckerberg, Facebook’s former marketing director (and sister of the social networking site’s famous CEO), in
The other day, I trailed a King Soopers employee as she returned about a half-dozen shopping carts from the parking lot to the store. She pushed the row of carts into another row of carts inside the store and then, with a dreary facial expression and a heavy sigh, returned
According to a recent Accenture survey of 7,000 people from 13 countries, significant gaps exists between what consumers want from their insurers and what they feel they are receiving. For instance, more than three-fifths (61 percent) of respondents said that it was very important for their insurer to provide prompt
Remember the Aesop’s Fable, The Goose with the Golden Eggs? A man and his wife had the good fortune to own a goose that laid a golden egg every day. Lucky though they were, they soon began to think they were not getting rich fast enough. Imagining the goose must
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