Nobodies are the new somebodies
The title of this post is a quote by Guy Kawasaki. Guy is a “somebody.” I had my first interaction with Guy in 2009 when
December 30, 2010
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Where do you think you are? Nordstrom?
Have you ever wondered what the difference is between an exceptional customer service provider, like Nordstrom, and a typical service provider, like Toys”R”Us? First, consider
December 15, 2010
Social indifference
I recall a statistic: 68 percent of customers quit doing business with a company or entity because of perceived indifference toward them as customers. When
November 11, 2010
Coffee. Above all else. (Including customer service.)
I met a colleague at ink! Coffee in Denver last week. I appreciate great coffee as I’ve blogged about before and was really looking forward
August 21, 2010
Predictably poor customer service
Is there an organization that comes to mind when I ask you to consider a predictably poor customer service provider? By this I mean a
August 16, 2010
Answer the call of service
Last weekend, my 7 year-old was the ring bearer in a family wedding. It was a formal outdoor wedding that required Cooper to wear a
July 10, 2010
Dairy Queen: Something Indifferent
The other day, my family and I went to Dairy Queen for “Something Different” (the DQ slogan). After waiting in line for a few minutes,
May 10, 2010
Engage or go away
Over the past 15 months I’ve been on Twitter, I have contacted dozens of businesses for a variety of reasons. In some cases I’ve had
March 23, 2010
Who’s more important: the division president or the customer?
In an earlier post I asked the question, “Why is it okay to behave indifferently toward customers and roll out the red carpet for the
October 13, 2009
