Bio: Jeanne Bliss
Posts by Jeanne Bliss:
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Big News: Consumers Hate Car Shopping,
09 Aug 2007 in Featured Posts
Seems the big “aha!” has finally occurred. Jim Lentz, executive vice president for Toyota Motor Sales U.S.A., told industry leaders gathered in Traverse City for the annual Management Briefing Seminars that “auto companies must do more to improve…
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Getting the Lead Out: Another Poor Customer Recovery,
08 Aug 2007 in Featured Posts
As if being a parent weren’t already laden with worries and considerations: Parental controls on the television and internet don’t hold a candle to this report summarizing a massive recall by Mattel toys. They recalled almost 1 million Chinese-made…
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Tattletale Customers ‘Shushing’ for Loyalty Points,
04 Jun 2007 in Featured Posts
Seems the movie theatres have decided that it’s best to have the foxes watching the hen house. In an interesting move, Regal Cinemas has decided to build customer loyalty by giving their best customers devices to tattle on fellow movie patrons!
Her…
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25,228,800 Moments of Truth: My 48 Years As a Customer,
06 Apr 2007 in Featured Posts
Last week, I turned 48. Here’s the rundown as I saw it by generation of how customers were treated then versus now…
The 1950s
Yikes! I’m going to beg off this one as I was only alive for six months of that decade. Whew!
The 1960s
Candy
Now, THI… -
Menu Foods’ Apology Goes to the Dogs,
30 Mar 2007 in Featured Posts
I’ve been watching intently to see how Menu Foods (the manufacturer of wet dog and cat food sold by the millions under private label brands at major stores such as Petco and Walmart) is stepping up to help their customers with the growing illness and…
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Southwest Hires a ‘Chief Forgiveness Officer’,
20 Mar 2007 in Featured Posts
Now, THIS I love! Southwest has essentially hired a Chief Forgiveness Officer.
A fellow named Fred Taylor Jr., with the formal title of Senior Manager of Proactive Customer Communications, spends his 12-hour workdays finding out how Southwest disap…
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Customer Complaints in Action: Dumping the Cable Guy,
19 Mar 2007 in Featured Posts
Either the day we’ve all been waiting for is here, or we’re crawling faster than we thought in some parts of the world toward becoming customer-focused. In this account, we see that after an avalanche of poor service complaints from customers, Time…
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10 Steps to Recovery for ‘Jet Black and Blue’,
21 Feb 2007 in Featured Posts
Jet Blue this past week has joined the ranks of airlines who have had an operational melt-down with the results landing in a heap in their customers’ laps. Unfortunate timing this is, too, since many families are traveling as it is mid-winter break…
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The Latest Medical Discovery: Treat the ‘Who’ not the ‘What’,
08 Feb 2007 in Featured Posts
A revelation is taking hold in medical schools across the country that deprving medical students may not be good for their cognitive skills required to care for patients! Talk about great customer focus….
In an industry that actually takes an oat…
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Can Jimmy Choo Shoes Retain Their ‘Sole’ in Sale?,
05 Feb 2007 in Featured Posts
The WSJ Reported that TowerBrook Capital Partners LLP is close to an agreement to acquire fashion-shoe designer Jimmy Choo Ltd. for about £180 million, or $354 million. The question is, can a beloved brand retain its passion as the ownership torch…
