Posts tagged as:

customer service

Mechanical Delays Happen But Flight Crew Selfishness Shouldn’t

November 9, 2010

I had an incredible business trip to Aruba his past week, but trying to get home on Monday was a flying nightmare.  After arriving at the airport 2 hours early, we were told the plane was broken.  They needed to fly the parts in from Miami to fix it.  American Airlines expected a total of an [...]

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The RCN Customer Service Manifesto

October 22, 2010

Manifestos are important for companies.  I make suggestions that should be in every company customer sevice manifesto. Being an RCN customer, I was curious when I received a flyer on my door handle this morning that proclaimed what RCN stands for: Besides the typical quality TV, Internet and Phone jargon, they listed: Customer service you [...]

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Gian Fulgoni: Beyond Customer Service with “Strategic Generosity”

October 4, 2010

Gian Fulgoni is the Co-Founder and Chairman of comScore.  He has grown many successful public companies.  In today’s guest post, he talks about the importance of customer service in today’s economy. “A few weeks ago, I decided to buy a 4G iPhone.  Previously, I had used an AT&T Tilt for about three years, having originally [...]

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Please Don’t Invite Me Back

September 30, 2010

I hate when companies invite me back at a lower rate after I left them.  I left Vonage some months ago and it was not a pretty experience. Now they have the email gall to invite me back.  I just got an email that said: “There’s never been a better time to come back to [...]

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Delivering Customer Service When Things Go Terribly Wrong

September 24, 2010

Today did not turn out the way I had planned.  It was supposed to be the kick off of college tours with my oldest son.  We were going to Philly to tour a few schools and stay with my old college roommate.  It was suppose to be a “circle of life” day.  What we got [...]

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The “New Design, Less Cereal” Trick

September 19, 2010

We see a lot of companies redesigning their products.  Usually a redesign is around stressing some new innovation or repositioning their brand versus the competition.  Things are a bit different with my favorite cereal. Barbara’s Bakery’s Puffins redesigned their box this past month.  On the left is the old box which contained 12 ounces of cereal.  [...]

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Could Your Business be Like an Apple Retail Store?

August 13, 2010

I have always loved going to the Apple Store.  Today’s guest post is from Drew McLellan tells us why and what we can learn. “Walk into any mall in the world and I’m willing to bet that the most crowded store will always be the Apple Store. I’ve visited Apple Stores all over the U.S. [...]

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Is Customer Service Better in the Great Recession?

August 10, 2010

Does the Great Recession bring out better customer service?  The logical answer is yes, since there are fewer customer dollars being chased by the same number of companies. According to a report released by American Express in July (and reported in Brandweek) apparently not much has changed in customer service during the economic downturn.  While 62% [...]

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Press the Customer Service Button at Walgreens

August 8, 2010

We have all seen the “Easy Button” in big time commercials.  It was Staples’ big customer service advertising campaign to tell the consumer that doing business with them was going to be easy. Now, Walgreens is a lot more blunt.  It’s not part of any fancy advertising campaign or a way to make them look slick.  No [...]

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