Posts Tagged ‘customer service’

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AT&T Proves It Knows Zilch About Positive Customer Experience

4, Feb 2012

Want to know how to quickly turn a new customer into a vocal ex-customer? Offer pretty talk without delivering meaningful results. This is my personal experience dealing with AT&T. First the set-up. As a part of our family’s end-of-year review of finances, we realized we were paying too much for cable, internet, and phone with [...]

What Does Customer Delight Mean Anyway?

25, Jul 2010

Anyone know what it means to “delight” customers? Or what it takes to exceed their expectations? Is it even worth the effort? These are some questions raised in the latest Harvard Business Review article, Stop Trying To Delight Your Customers (or read Anne Miner’s synopsis Should you stop trying to “exceed customer expectations”?). I once [...]

The Price Of Free And Google Voice

15, Jul 2010

There’s an update – and positive resolution – to this saga. What’s the price of free? It’s not a trick question like “Who’s buried in Grant’s tomb” but a dead serious one, particularly if you’re a small business relying on inexpensive business solutions to succeed. You might use Zoho CRM for your customer database, Evernote [...]

Trouble Brewing For Starbucks?

28, Jan 2009

Starbucks is taking a rather interesting (and somewhat dangerous) approach to economic decline: they’re not automatically brewing decaf coffee after noon, though you can still get it upon request. My take? Good for Starbucks. I’ll go out on a limb here and say they did their homework on not only cost-savings but quantify just how [...]

Being Transparent Or Inviting Your Customers Into The Kitchen

7, Jan 2009

There’s some spirited debate brewing around the idea of transparency and its benefits to customer service. Is it best to let the customer be ‘blissfully unaware’ of the company’s processes (essentially how it works)? Or is it better to allow them into the kitchen to see how everything is cooked? I argue strongly for the [...]


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