Tag Archives: customer service
The Human Touch
I stayed at the Marriott Fairfield Inn in Hazelton, PA recently. About 5 days after returning from my trip, I received a hand-addressed Thank You card in the mail from the hotel. A $0.44 gift that certainly made a real … Continue reading
What Good Service Does
I got a letter two days ago from Delta airlines telling me they had added 2,500 miles to my rewards account for delays I experienced in a flight back from Ohio. What is interesting is that I never gave much … Continue reading
Eyes on the Customer
Customer service has been on my mind lately. In recent months, we have noticed a growing tendency for customers to put more burden on us as services providers…in some questions pushing the boundaries of our contracts. So we have been … Continue reading
Begrudging Part II
Today’s Seth Godin post “Begrudging” is right on target. As he wrote:“What’s the point of agreeing to anything begrudgingly? Does it get your partner to do his best work? Does it increase the chances that you’ll get to win next … Continue reading
Jim The Disrupter
It is unlikely that anyone will consider my actions “bellweather” or my choices “trendsetting”. However, this weekend, when I opted to buy a MacBook Pro instead of a traditional Windows-based system, I most definitely reflected the changing landscape of computing. … Continue reading
How To Blow $1 Million In Under 1 Minute
It all started with the AT&T customer service person who said “You need to call this other number and start your service call there.” after I’d already dialed 6 previous numbers. In those few seconds when he uttered those words, all the advertising … Continue reading
The Lessons in the SEC Summary Prospectus Ruling
Ludwig Mies van der Rohe would be proud, as his “less is more” aesthetic is applied as an information architecture ruling by the SEC. In its Summary Prospectus Ruling issued earlier this year, the SEC noted that the move to … Continue reading
What I Learned On Vacation (Pt. 1). Delivering Value vs. A Funky Pricing Plan.
When you go on vacation, you have a lot of time to think (especially if you travel coach because you certainly can’t work in the cattle section of the plane…). This year, one of the things I thought about was … Continue reading