Category: Customer Service
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Does your company care? Do you?
While in the airport yesterday perusing a variety of marketing materials (aka billboards as I walked to my gate), I saw a bunch of different advertisements by companies about how much they care, from facility maintenance to oil to the airlines themselves. This inspired a late afternoon tweet: If all your marketing materials insist that…
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The problem with premium
Starbucks. Apple. Maglite. Dom Perignon. All of these are premium brands, yes? They conjure up certain images, certain feelings, certain associations, all of which their respective marketing departments have worked hard to establish over the years. Premium denotes quality of product or service above average, a product you can aspire to as a consumer… ……
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It's the little things that matter
At the recent NASFAA conference, I was wandering around Epcot after sessions one day, and noticed this in the International Gateway: This is on the side of a bridge at the France pavilion facing the boat dock. Maybe 1 in 100 visitors to Epcot will actually see the side of the bridge from this angle,…
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Buy me a cookie, dude – Marriott Customer Survey
I got this email just today from Marriott about my stay in Washington, DC. To the Marriott folks: Look, no offense, but I’m not going to take your survey. You’ve already got my money, and now you want my time in return for nothing at all. Come on, offer me something, even just something token,…
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Turnaround: Who has exceptional customer service?
Still steamed about US Airways, but I made a ninja play and we’ll see what happens. In the meantime, let me ask you this: Who has exceptionally good customer service? What are the absolute BEST customer service experiences you’ve ever had that immediately destroyed the competitors’ chances of winning you over?
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US Airways Customer Service Sucks
This would be funny if it wasn’t me. I’d booked Flight 1091 at 6:30 AM out of Boston to Dayton, Ohio for the Stephen K. Hayes Full Moon of May meditation seminar. Everything seemed fine – e-ticket booked, confirmation email received (Travel Confirmation: B4P74G, ticket 03721357878361, passenger name Christopher Penn in case anyone from US…
