Remember the days when you purchased a product or service and the company actually stood behind its wares? Well, looks like those days are waning. Unless, of course, you buy the product insurance! Now, there’s a great money-making rip-off.
It seems like more and more retail outlets are getting wi…
Continue reading "Whatever Happened to Standing Behind Your Products and Services?"When a company makes a mistake, it can be the brightest moment in their history.
Tylenol had that opportunity. But they missed their moment. Big time.
How a company reacts, removes the pain, and repairs the emotional connection shows the true colors of that organization more than almos…
Continue reading "How Toyota Missed Its ‘Tylenol Moment’"I had two crummy telephone experiences recently — both to my home number and both leaving a poor brand impression. These telephone reps, who make and receive calls on behalf of their organizations, surely have plenty of influence on their brands. So why would organizations risk so much by placing…
Continue reading "Living Your Brand Includes Telephone Calls, Too!"With limited customer service resources, companies are challenged to deliver access to service in an expedient, fair and cost-effective manner. Since customers hate to wait, how can a company balance available resources and service–to effectively meet and/or exceed customer expectations? Queue…
Continue reading "Customer Service Queues: Fair, Fast Or First?"What’s going on in Consumerland? It’s awful out there. First, it was the fiasco with the airline and the travel agency that booked our flights, followed by a ridiculous experience when I tried to print our vacation photos. Thank goodness we had a good time at our destination, ’cause traveling SUCKS!…
Continue reading "What I Did on My Summer Vacation (Got Aggravated with the Airline, the Travel Agency, the Online Photo Company…)"