Customer Service Excellence: Last week I posted a little rant about how MS annoys me with a poorly designed news feed customization interface (from a customer point of view). However, all experiences aren’t so frustrating as that one…
Poached Eggs, Customer Service, and Sales
Here’s the story. I was fixing our breakfast when my wife asked why I wasn’t using the microwave egg poaching device she had recently purchased as a gift for me. Well, frankly, I had forgotten about it and had strong reservations about its efficacy. So I wasn’t all that interested in trying it out. Maybe I was hoping she’d forgotten about …
Is Everyone Selling? Then You’re in Trouble.
The Comcast saga (by now you’ve heard the story a bazillion times, right?) won’t go away. It infuriates me. When will we learn that what gets measured gets done and that we get what we pay for? It’s not rocket science, yet we seem not to learn the lessons. Comcast measured and incentivized people to retain customers and upsell. They …
Companies we love to hate . . .
Companies we love to hate. The bottom line is that these companies have become arrogant, self oriented and look at customers as a PITA. I intend to return the compliment.
Book Review: The Nordstrom Way by Robert Spector and Patrick McCarthy
This was a delightful read with excellent, engaging stories to illustrate the absolutely superior customer service that we all miss in our day-to-day lives – unless we shop at Nordstrom. This book is laid out with “Keys to Success” at the end of each chapter as well as one or more “Exercises” for you to implement in your own company. …