Clik here to view.
Netflix v. Blockbuster: Let the Service Wars Begin!
Netflix has recognized that they need to go back to the “olden times” of providing people on the phone to talk to customers. The New York Times pays homage to the move. I agree. With the world of...
View ArticleClik here to view.
i-Yi-Yi! The iPhone Bill!
Nuts, this is nuts! Anyone who’s an early adopter of the Apple iPhone is likely also to be a big user of their phone. So get ready for the bill coming your way – it might be in a box! Here’s the...
View ArticleClik here to view.
$52,500 Handbag: Is This the Way to Boost a Brand?
Louis Vuitton has created a Tribute Patchwork Handbag priced at $52,500. It is created by dissecting 14 already pricey Louis Vuitton bags and rebuilding them into one bag as an iconic symbol of the...
View ArticleClik here to view.
Online Experience Trumping the Others!
Hey, the University of Michigan’s (UM) American Customer Satisfaction Index (ACSI) for the fourth quarter of 2007 just came out. And they revealed something that customers around the world all know....
View ArticleClik here to view.
Can Howard Schultz Get Starbucks Back Its ‘Mojo’?
Howard Schultz must have a headache. For good reason. AND, for the right reasons. This just came through the newswire announcing that Starbucks Corp. is “slashing” 600 jobs. They’re laying off 220 jobs...
View ArticleClik here to view.
Virgin America: Getting the Flying Experience Right–So Far!
Question: Name 4 things to do while being strapped in an airline chair? Answer: Work, listen, eat and watch. Virgin America gets that. They’ve made their experience about making those four things...
View ArticleClik here to view.
Visa …. Pavlov Would Be Proud!
They’re not using peanut butter and a bell to change our behavior as consumers, but the latest Visa commercials sure have behavior modification in mind. The messaging in the most recent Visa...
View ArticleClik here to view.
Dressing Up to Be Dressed Down
I had to go to the mall today to run an errand. Now, as a normal citizen of the world, it seems that all that’s required is that I show up clean and don’t forget to pay. But, no. Ask any woman, when...
View ArticleClik here to view.
Zappos.com: True to Their Sole
Zappos is an internet shoe store that is known around the world for its service. One of their connections with customers is that they actively promote that they give free overnight shipping of orders...
View ArticleClik here to view.
You Call This an Apology? Reviewing the TSA Nipple Ring Incident
This past week, TSA agents in Lubbock, Texas made a set of decisions on how to implement the rules regarding customers who set off screening devices. Clearly a debate can be had about how the...
View ArticleClik here to view.
YouTube: New Corporate Conscience Device?
Who would have thought that YouTube would start to modify people’s behavior? It may sound nuts, but people are thinking twice before they do things now, for fear that they’ll be “YouTubed” and come off...
View ArticleClik here to view.
Bloggers Take Care! Some Are Writing ’til They Drop!
Is Blogging the Sweat Shop of Technology? Are you one of those world-class bloggers bit by the bug of competition and the rewards of being heard around the world? Bravo if you are — but please take...
View ArticleClik here to view.
Hope
I have hope. I have hope that people will smile again. I see them smiling already. I have hope that the small, non-expensive kindnesses being offered by merchants are being remembered and will be...
View ArticleClik here to view.
Redesigning the Hospital Gown: Why Focus Groups Fail Customers and Companies
The hospital gown has been around for centuries. It’s no news that the ill-fitting, dignity-stealing flimsy covering clearly needs an overhaul. The problem is, the way products are designed and...
View ArticleClik here to view.
Chips For Humanity: How Frito-Lay Earns Market Share
I am intrigued by Frito-Lay. Having not eaten a Frito for years, I must say that the endeavors of this brand compel me to once again munch a bunch. Two recent activities in particular are brilliant....
View ArticleClik here to view.
‘Zappos and Amazon Sitting in a Tree…’
This is one of the positively “Tony Hsieh” lines that is most memorable in the out-of-the-blue news that hit today that Amazon acquired Zappos. In his email to employees, Tony said: “Over the next few...
View ArticleClik here to view.
Via Rail Stays on Customer Loyalty Track by Apologizing Well
How a company reacts to adversity reflects the humanity of an organization…and shows its true colors more than almost another situation it might encounter. Repairing the emotional connection well is a...
View ArticleClik here to view.
Would you buy from the Republicans OR Democrats right now?
If they were a company selling products and services, would you recommend either one to your mom? What we’ve got going on right now are the worlds’ two biggest silos duking it out. What is hard to tell...
View ArticleClik here to view.
Coupon Crazed Christmas!
Internet coupon site RetailMeNot was up 57% from a year ago on Cyber Monday. CouponCabin was up 65% from last year. BradsDeals.com reported their traffic had increased by 174%, receiving nearly 16,000...
View ArticleClik here to view.
How Toyota Missed Its ‘Tylenol Moment’
When a company makes a mistake, it can be the brightest moment in their history. Tylenol had that opportunity. But they missed their moment. Big time. How a company reacts, removes the pain, and...
View Article
