’tis the season…for bad customer service

In case you missed the billions of sales special offers being advertising on tv, via email, and on social media – it’s officially the 2016 holiday shopping season.  When the sales push increases so do customer complaints.  And some companies deserve to be on Santa’s naughty list.

’tis the season…for bad customer service.

Research indicates that 82% of […]

By |December 9th, 2016|Communication, Customer Service|0 Comments

5 Tips for Leaders from the Wells Fargo Scandal

If at first you don’t succeed – just create fake bank and credit card accounts to hit your goals…because nothing increases customer satisfaction more than corporate greed.

Wells Fargo is under investigation by the Department of Justice for creating over 2 million fake bank and credit card accounts in order to hit the bank’s lofty sales […]

By |September 22nd, 2016|Customer Service, Leadership|0 Comments

[Infographic] The Do’s & Don’ts of Customer Service

By |July 27th, 2016|Customer Service|0 Comments

How TSA Can Fix the Problems That Make Air Travel Suck

Fly the sorta friendly skies? If you’ve stood in line at a TSA check-point lately, you know the pain is real.  Long lines, unfriendly agents, and baffling processes (why are most of the check-point gates closed??) have lead to an astronomical 18,000 complaints every year.

TSA’s administrator – Paul Neffenger – was asked by Today Show Hosts’ Matt Lauer […]

#WMATA Why I’d Rather Sit in Traffic Than Take DC Metro

Another day, and yet another issue causing delays on WMATA’s DC Metro system.  Between April 17th and April 24th – there were 120 alerts.

This week – Metro held their first ever all managers meeting.  Let that sink in for a moment.  In the 40-year history of Metro, the managers have never once all met […]

By |May 15th, 2016|Change, Communication, Culture, Customer Service|0 Comments

Flash survey: Would you pay more to get great customer experience?

By |May 10th, 2016|Customer Service, Survey|0 Comments

Where is the #LUV (voucher) @Southwest? #CustomerExperience

By |March 28th, 2016|Culture, Customer Service, Strategy|0 Comments

What Do You Think? TOPIC: Customer Service Issues

By |March 28th, 2016|Customer Service, Survey|0 Comments

Customer (and Brand) Loyalty is Dead

And it’s not good.  In fact – it feels like it gets worse with every passing day.  

Think about it…when was the last time you received excellent customer service – you know, the kind that makes you want to keep spending your hard earned money on a business’s  products or services and singing their praises […]

By |February 25th, 2016|Communication, Culture, Customer Service, Strategy|0 Comments