Customer Service

Really, this is Marriott’s idea of providing an excellent customer experience? Fail! Mergers aren't easy, but they don't have to inconvenience customers.  In full disclosure, I am more of a Starwood Preferred Guest (SPG) kinda guy for various reasons. Or at least I was. Or maybe...

Google the phrase: “Customer service is dead.” You’ll discover 30 million search results. I can see why. In the last few months, I have had issues with a car rental, a hotel stay, and a vacation.  Although differences existed in these instances, the approach to resolve the...

You've likely had an excellent customer experience. You've also likely had a few bad customer experiences.  Irritating is sometimes the only way to describe the bad experiences. But what you may not have considered is what lead to that bad customer experience, and, how those things...

The secret to acquiring more customers starts with not pissing off current customers, and that starts with having a culture of happy and engaged employees, who deliver an excellent customer experience. It doesn't feel like Americans agree on much these days. But there is one thing...

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...

Did you know… 82% of consumers have stopped doing business with a company because of bad customer service. The money your company generates from your consumers is no gift! Great customer service plays a huge part in an excellent customer experience. It’s time to think about how...

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...

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...