The retail and airline industries are not, in general, known as bastions of great customer service. A constant onslaught of books on customer service, motivational speakers and consultants have had limited success in convincing stores and airlines to get better. So, what will convince them? A couple of stories in this morning’s New York Times offer […]
This is the third piece of increasingly shrill mail we’ve received from Comcast in the last few weeks. The previous two envelopes had this on the outside: IMPORTANT! ACTION REQUIRED TO ENSURE UNINTERRUPTED ACCESS TO ALL YOUR CHANNELS. The gist of the message inside was that in order to continue receiving all of the channels […]
A few weeks ago I blogged about the KFC Free Grilled Chicken Fiasco. KFC not only screwed up the promotion — they couldn’t even get the apology right. My wife, PDX Knitterati, alerted me to a similar kerfuffle in the knitting community over an event called Sock Summit. Like the KFC promotion, consumer demand overwhelmed […]
I’ve written several times on the ways that the web has given consumers unprecendented influence on how companies are perceived. An angry customer an internet connection can tell his side of the story to thousands by posting it on a blog, a consumer forum, or the company’s own web site. I’ve done it myself — […]
There was a message on our answering machine when we returned from a trip this weekend. Hello, this is your local Fred Meyer store with an important announcement. We wanted to alert you that you may have purchased Private Selection 10-ounce Shelled Pistachios that have been recalled. You should not consume the product. You may […]