Category: Customer Experience
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A Remarkable Customer Experience
My brother-in-law, Michael Roberts sent me this video last week. You may have seen it, maybe you haven’t. Please watch it. It’s called The Simple Truths of Service, and comes from the work that Ken Blanchard and Barbara Glanz have done as management consultants. I have taken a number of…
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Asleep at the Wheel – Why Consumers Forgot About American Cars
This post is in response to George Colony’s CounterIntuitive blog challenge, why can’t America build great cars? George, in a way it’s not their fault. Like many things America has done so well over the last 100 years, we find ourselves with some pretty smart competition these days. It used…
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Dick Clark’s Not In The Top 40 For Customer Experience
I was traveling back from a family Jersey Shore vacation today. It was just me, as the rest of my family stayed behind for a couple of more days. We had to juggle blackout dates and availability in exchange for redeeming our American Advantage miles. I needed to get something…
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Sonos Rewards Their Current Customers, What A Concept
Companies today tend to give their newest customers the best deals, leaving the ones who have been supporting them over time to fend for themselves. The phone and cable companies have been the most egregious offenders of this in my view. I’ve been a customer of Cingular and now AT&T…
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Follow Up to Mellon Disaster
Yesterday I wrote about the problems I encountered with the Mellon Investor web site. I was forced to call today to conduct my transaction. Got through to an agent quickly, but she couldn’t help. Couldn’t explain why I go the error message, confirmed my account was not locked, and informed…
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Another Cross Channel Failure – Mellon
I received a mailing from Mellon Investment today with a request to identify and certify my taxpayer information. I was provided with two ways to carry out this request; over the phone or through the Internet. I had already set up my account so online was an easy choice. I…
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Forrester Finance Forum 2008 – Second of Three
Is Net Promoter Score the Holy Grail? Second in a three part series of observations from the annual Forrester Finance Forum, How to Deliver Great Customer Experiences, held in New York June 23rd and 24th. Go here to read part one. Photo Credit: Steve A Furman Bill Doyle, Vice President…
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Forrester Finance Forum 2008 – First of Three
Great Customer Experience: Easy to Say, Hard to Do. Just returned from the Forrester Research Finance Forum held in New York June 23rd and 24th. Forrester is a research company that does an excellent job at spotting trends, doing deep dive research, and providing companies with helpful insights. I have…
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How to Frustrate Your Site Users
AT&T is my home telephone provider. I switched from MCI WorldCom (remember Bernie Ebbers now incarcerated for fraud and conspiracy) because MCI couldn’t understand that they needed to come to my newly constructed home to actually connect the phone wires from the outside of the house to the inside switch…
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Wine – Just Enjoy It
Newsweek Magazine ran a short article summarizing a new book called The Wine Trials by Robin Goldstein. The trials consisted of 500 volunteers (everyday drinkers and experts) participating in a blind taste test of 540 wines, tasting over 6,000 glasses. The results? The subjects rated lower cost wines higher than more expensive…
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In a Taxi? You Just Might Be On Camera
San Francisco is on of my favorite cities. What’s not to like? It’s scenic, progressive, and has so many landmarks; Golden Gate Bridge, Coit Tower, the Embarcadero, Alcatraz. While traveling to the airport from the downtown district by taxi the other day, I noticed something I haven’t seen before. The…
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543 Parking Spaces Remaining
April is a heavy travel month. Three business trips plus a very much anticipated week long vacation; a delayed spring break. Today my travels have taken me to Columbus, Ohio, spending two nights in a Hilton Hotel near a new and brisk residence and shopping district (Easton). While we were…
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One Laptop Per Child Update
In an earlier post I wrote about the One Laptop Per Child Foundation and their Give One Get One donation program. Simply support the cause by purchasing a laptop for a needy child in a developing country, and get an XO laptop for yourself. Apparently they have had tremendous response,…
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Netgear Fails to Connect on First Impression
In a previous post I wrote about a great out-of-the box customer experience I had with an Olympus E-510 SLR digital camera. Of course for every great experience there is likely to be one not so great. I think you know what’s coming. Very recently I opened up a new…
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Olympus Gets the Quick Start Guide
The holidays are probably a dim memory, with most of us having been sucked back into the rock pile. That makes it an ideal time to look back on a customer experience I had with one of my electronic gadget gifts, an Olympus E-510 digital SLR camera. My primary digital…
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Hollywood Movies Rest In Peace, Long Live Film
Theatrical box office ticket sales for 2007 were slightly up (4%) over the previous year, but attendance was not. Hollywood is still addicted to the franchise sequel formula, which gets riskier with each year and will eventually wear thin. The box office winner was Spider-Man 3, followed by Shrek the…
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American Airlines Finds A Way
Several posts ago I commented on a recent experience traveling United Airlines. It was a mixed bag, as anyone who travels by air these days knows is a generous statement. But I recently had an experience with American Airlines that proves a great customer experience can be delivered regardless of…
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Disney’s DVD Fast Play Technology Isn’t Fast
If you have kids you know what I’m about to describe. You have wiped the fingerprint smudges from a Disney DVD, loaded it in the player all while your kids are screaming to see it. On comes the FBI warning, then the Interpol warning (sometimes in French, that’s really helpful),…
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