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Archive

Archive for 'Customer Strategy'

Here’s a Quarter, Call Someone Who Cares

Some time ago there was a Country & Western song entitled, “Here’s a quarter, call someone who cares.”  I don’t remember the lyrics or even who sang it, but this is the new catchphrase for United Airlines. In last week’s Wall Street Journal it was announced that United is dropping an Indian customer-call center that […]

Sued because of a bad customer experience

This morning I had a rare opportunity to sit down at the breakfast table with my 17 year old daughter and catch up, just the two of us before anyone else awoke.  She surprised me with her perception of what makes a good customer experience! She told me of her experience in trying to find […]

Google’s New Latitude Has Some Scratching their Heads–Brilliant I say!

This week, Google announced their new Latitude software that finds and tracks people by using GPS systems and cell tower triangulation. It also uses Google’s mapping software for mobile phones. It is billed as a way to keep track of your friends and to let your friends keep track of you, ala the twitter microblogs […]

Consumers are Trading Downwards

As I’ve mentioned before, there are a number of indicators that during this recession customers are trading downwards.  What can you do to align yourself with this trend?  If you look closely, you’ll see how you can take advantage of it so that you do two things:  keep your low-end customers from trading down to […]

If you scare customers away, will they ever return?

I was reading some research conducted by Harris in 2007 and published by RightNow that said that, “ 80% of respondents said they would never return to an organization after a poor customer experience.” Clearly those surveyed were consumers with a plethora of options available to them such that they could afford to be so […]

Be careful what you say–the whole world is listening!

I was browsing some Google Alerts for one of my clients and found a very long thread on a trade publication’s forum. Apparently someone had asked an innocent question, “Has anyone ever used <insert client’s name here>?”  to which a number of people replied, “I called them and the sales person was arrogant! He wouldn’t […]