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April 2021


Archive for 'Customer Loyalty'

The Power of a Favor

In today’s Wall Street Journal, Jared Sandberg wrote that “simply asking people to fill out a questionnaire in New York’s Penn Station resulted in a 57% compliance.  But prefacing that question with the phrase, “Can you do me a favor?” followed by a pause pushed the level of compliance to 84%.”  Frank Flynn, the associate […]

Why I Hate Verizon Wireless

I’ll never, ever, ever go back to Verizon Wireless. I had set up automatic payments to Verizon that I neglected to cancel when I made the switch to AT&T.  When I called to ask for a refund, they told me that it would take up to four billing cycles to process the refund.  Ridiculous! I […]

Hilton–A great experience at being dollared to death

What do you think of when you hear the name Hilton? No, not Paris Hilton, but the Hilton hotel chain? Do you think upscale, comfort, impeccable service, and plenty of amenities? Hmm. So did I, until I stayed at the downtown Hilton San Francisco. The first morning when I went downstairs to the highly touted […]

Thanks for Renting–oh, wait! Just Kidding!

“Cool! National has really gotten it right!” I thought. I had just turned in my rental car an hour ago. After checking in, I had quickly opened up my laptop to check email before I boarded my plane. I was impressed to see at the top of my inbox a message from National Car Rental’s […]