Category: Customer Service

Cavaet Emptor Yes, But Wait There’s More…

The recent story in the NYT about the latest PT Barnum (although ironically enough this history buff says that we can’t even believe that story)  of the internets and his evil linking strategy has been a hot topic since Sunday. The issues of What Should Google Do and Flipping Off the Consumer for Fun and… Continue reading Cavaet Emptor Yes, But Wait There’s More…

Anthem Blue Cross: I am in Health Insurance Hell (and paying for the pleasure)

This latest debacle with Anthem Blue Cross began last Thursday when I went to Walgreen’s to pick up a prescription. Walgreen’s ask me if I had a new insurance card because when they tried to put the prescription through the computer informed them that my policy had been terminated in April 2010. I informed them… Continue reading Anthem Blue Cross: I am in Health Insurance Hell (and paying for the pleasure)

My Bottom Line on the iPhone4: Apple Service

So, today was the big day….big lines, lots of chatter, reviews, comparisons, and complaints. I would post a photo of my IPhone4 but I don’t have one… not yet. Oh, I will get one. Just not today. So I am writing this post not to talk about the lines in St. Louis (Were there lines… Continue reading My Bottom Line on the iPhone4: Apple Service

Run Forrest, Run

The late Randy Pausch wrote of an experience he had as a child at Walt Disney World in Orlando he referred to as the $100,000 salt and pepper shaker. He and his sister had purchased the salt and pepper shaker at a gift shop and were planning on giving it to their parents as a… Continue reading Run Forrest, Run

Amazon MP3 Store, ITunes and Strategy

Wendy Davis writes today, “Around 90% of the people who purchase MP3s from Amazon have never used iTunes, according to the NPD report, as per Ars Technica. Additionally, the stores are attracting different customers, with men accounting for 64% of Amazon buyers, but just 44% of iTunes buyers.” She notes that the good news for… Continue reading Amazon MP3 Store, ITunes and Strategy

Hotel Allegro Chicago Scores High on Customer Satisfaction

While attending BlawgThink! in Chicago several weeks ago I stayed at the Hotel Allegro. We had 2 issues with our stay. Last week a customer satisfaction survey arrived in my email. I answed it. My 12 year old son Sam had come with me to Chicago. The concept was that he wanted to hang out… Continue reading Hotel Allegro Chicago Scores High on Customer Satisfaction

Client Expectations and Satisfaction Surveys

This post is about customer experience, this time from the vantage point of a client satisfaction survey…specifically law firms client satisfaction surveys. Rees Morrison of Law Department Management asked the question, "Does asking clients to assess the department raise their expectations for the future?" His answer was "Yes." He went on to say that customer… Continue reading Client Expectations and Satisfaction Surveys

Expectation and Customer Experience

This post has two purposes. The first is to discuss expectation and our overall customer experience as determined by customer service or tech support. Probably that is the experience you are expecting based upon the title.  The second, is to test what I have now called, the Mystery of the Technorati Tags.  The Technorati Tag… Continue reading Expectation and Customer Experience

Hype, Buzz, Budget, Blogs, and Commodity Products

A great post at Crossroads Dispatches really gets to the heart of why the UpYourBudget blog is a perfect example of great hype but not of a blog as buzz, word of mouth, or business building. She says, speaking as a customer, that "You know you’re a commodity when I have to look for the… Continue reading Hype, Buzz, Budget, Blogs, and Commodity Products