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
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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
Be nice
A few years ago, I was seated in the boarding area at Dulles International Airport awaiting my fate as a standby passenger on the last
July 25, 2010
Owning a problem is the first step towards resolution
Studies by J.D. Power and Associates and others suggest that customer loyalty may increase when problems experienced by customers are resolved to their satisfaction (or,
July 22, 2010
Power to the people
It’s a shame when service-based organizations use safety, liability, and policy as justification for delivering average customer service. “Your safety is our highest priority” is
June 6, 2010
They’re Just Not That Into You
Have you ever noticed the similarities between attracting a prospective customer and wooing a mate? There are lots of similarities when you think about it.
May 13, 2010
Fat bill at Fatburger
Have you met anyone who enjoys being nickel-and-dimed? Do you know anyone who embraces unexpected add-on charges? Of course not. That’s because these business practices
April 28, 2010
Buyer’s remorse and loyalty don’t mix
I can think of a lot of feelings you’d like your customers to have following a purchase. Remorse isn’t one of them. Buyer’s remorse is
April 23, 2010
Why the nonessential is vital
Recently, I had an epiphany. It occurred to me that the most important aspects of my job (and likely yours) are nonessential. Think about it.
February 23, 2010
