Alternate title: “Some Companies Just Don’t Care” People in the customer-service advice-giving business love to tell the story of United Airlines and Dave Carroll. It’s a very entertaining tale of a customer who, having felt mistreated, used the power of the internet to do an enormous amount of damage to a large company’s reputation. It’s […]
“Facts tell, but stories sell” — Jim Doyle It’s interesting to watch the political left and right — especially those at the extremes — shout past each other. Each has its own set of facts, and each is firmly convinced that if the other side just accepted these facts the argument would be over. And […]
According to the Toronto Globe and Mail, some major retailers and consumer product companies are experimenting* with reducing the choices they offer. The results are often positive: Several months ago Wal-Mart Canada Corp. decided to overhaul one of the staples of its grocery business – the peanut butter aisle. It dropped two of its five […]
I recently walked into a McDonald’s in Orlando, Florida carrying a simple set of instructions: return to the hotel with three Egg McMuffins and three orders of hash browns. I walked up to the counter and placed my order. Me: Three Egg McMuffins and three orders of hash browns, please. Woman at counter: Our Egg […]
Here’s a story of what happens when a cranky customer and an inflexible merchant meet: both sides lose. I’m a Blackberry user, willing (so far) to put up with the slow browser, lack of features, and iPhone envy. In return I get a physical keyboard and a comforting sense of the familiar. I also have […]