Making bad news sound happy is not good marketing I had a recent experience with Starbucks that got me thinking…
The conversation During one of the member coaching hours of my professional development program, someone asked me how to improve…
Comcast vs. AT&T I have had a “Comcast experience” over the past 2 weeks (photo is of their actual “finished”…
Previously...Free service you don't like Awhile back I wrote an article about how BMW "pseudo-service" repels customers. For those that…
Service or torture? I am the type of person that buys a car and drives it forever. My sturdy little…
Customer Service It all starts with one executive decision. Every company has one, single, strategic decision to make about customer…
Easy or Annoying? This is a bit of a diversion from my normal topics, but I know many of you…
I have worked with many different sized companies and one of the universal truths I have seen is that sales…
Recently I was on the street in a downtown area, and I came across a group of young people with…
This is a sequel to my last post on Customer Cost or Care. Several people left comments, and I got even more…