So the world is abuzz with all this iPhone 4 talk. Count me in as one of the brainwashed. I can’t wait to get my hands on one. I’m eager to find out when I can upgrade by iPhone 3G. I’m reading articles that I may already be eligible. So I go to AT&T to [...]
Stumbled upon Altrec.com today, a web store for outdoor gear etc. Take a look at this page. Having the pictures of the service people, with a signature and outdoors, is such a nice touch. It makes you want to call, and it assures you you’re going to get something different when you do. Just another [...]
After reading through the book summary of Relentless in Marketing Gurus, something simply struck me: When you consider marketing to your customers a privilege, everything changes. The book, as best I can tell, focuses on the differences between Western marketing and Japanese marketing, whereas Western marketing relies on research and testing, while Japanese marketing relies on [...]
It appears as though a new terror is on the loose. There’s been a sighting of Company Policy Man in the foothills of Utah. Let’s face it: policies are for companies, not people. Your customers are people. They hate policies. When you’re the customer, you hate them, too. People like to think they are the [...]
I’ve been reading Starbucks Experience by Joseph Michelli, and he points out one of the five key components of Starbucks’ success: Surprise & Delight. When is the last time you genuinely surprised your customers? When is the last time you exceed the expectations of your clients? Meeting expectations is expected. What can you do to [...]
I received an extremely pleasant surprise today at an Applebee’s in Phoenix. As I entered, the hostess took my name and told me it would be about 10 minutes. As predicted, I was seated within a few minutes, ate my meal, paid, and got up to leave. As I was walking toward the door, the hostess [...]
Jim posts about the alarming fall of the Chief Marketing Officer and the rise of the Chief Customer Officer in today’s business. Which only prompts the question -is Customer Service a part of Marketing? I guess it depends on your definition of Marketing (or, more importantly, your company’s). If Marketing is advertising and promotions and [...]
Robert Scoble has been kicked out of Facebook. Regardless of the reasons, is it really wise to treat the owner of one of the most popular blogs on the web like everybody else with a quick policy response of “disable the account now, ask questions later?” Especially if he’s firmly got his hand on the [...]
Thanks to Roger Goodell and the NFL Network for making tonight’s Pats/Giants game available for us simpletons. It’s the right move. It’s the right move because it’s right for the fan. The NFL could very well be sacrificing revenue, DISH network subscriptions, the likelihood of cable networks picking it up and mere validity in the [...]
This isn’t a case of bad customer service, but rather, just lazy marketing. About 3 weeks ago, I purchased this Thomas Kinkade “Glory to the Newborn King” tabletop item for my wife via Collectibles Today. We received it last Friday, December 14, and everything’s great. She loves it, I’m a good husband, and we have [...]
