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)Â 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…
Category: Customer Experience
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
Dot-Chris: Exceeding Customer Expectations
As I thought about writing this blog post about how wonderful Chris at Dot-Chris Development is, I started thinking that many of my blog posts about service providers are critical; unmet expectations, unsatisfactory performance, poor customer experience. So although the purpose of this post is to recommend Chris, I thought it might be interesting to… Continue reading Dot-Chris: Exceeding Customer Expectations
How Many Different Ways Does This Say Disconnect?
Bob McCarty at Bob McCarty Writes sent me an email today thanking me for using his photos in my recent post about the tragic shooting in Kirkwood, MO and suggesting that since I was in marketing I might be interested in his photos of an Ameren UE billboard. As he notes on his blog, this… Continue reading How Many Different Ways Does This Say Disconnect?
Best Buy: Another Example of Customer Service Dilution of Marketing Efforts
AdAge announced that BestBuy has decided after 20 years to take their $170-$200 million brand advertising account into review. The roster of Best Buy agencies currently includes La Comunidad for Hispanic Advertising, Avenue A/RazorFish for interactive, Rapp Collins for direct and Ketchum PR. That’s a lot of advertising dollars being spent and lots of talent… Continue reading Best Buy: Another Example of Customer Service Dilution of Marketing Efforts
Pay attention, Say Thank You
Church of the Customer recently highlighted a story from the Wall Street Journal about the law firm, Sullivan & Cromwell, LLP who in response to low morale and an excessive level of associate turnover initiated a program to encourage partners to show more appreciation and respect to the firm’s associates. Specifically, the need to say… Continue reading Pay attention, Say Thank You
SuperBowl Ad Engagement Measured By Brain Scan
There were two messages that came accross loud and clear at the recent WOMMA Conference regarding new marketing versus old marketing : the consumer is in control of the information and advertisers are there to provide the means to the information; this means that advertising should engage, not disrupt, intrude, or "break through" the clutter.… Continue reading SuperBowl Ad Engagement Measured By Brain Scan
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