Tag Archives: customer satisfaction

Too much, too late

As a follow-up to my Sears post, I thought you might find it amusing and sad that three days after reporting Sears to the Better Business Bureau regarding the stackable washer and dryer, a Sears regional executive “reviewed the file” … Continue reading

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Retailers biting the dust

Mervyns, a California based retailer declared bankruptcy earlier this year and just announced that they were going to liquidate as they could not find a buyer or appropriate financing to continue. No doubt many will ascribe their demise to the … Continue reading

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Expectations

I was reminded again today of the power of under-promising and over-delivering. Last Thursday I went to order new glasses since my current pair had been demolished and I had not had a new prescription in 3 years. I needed … Continue reading

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Which comes first the chicken or the egg?

Back to two of our favorite subjects: customer service and airlines. The AP reported on May 20th that once again the U.S. Airline industry had received “dismal” grades from¬†their customers. But then who is surprised? I doubt even the airlines … Continue reading

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What A Difference A Decade Makes

About 10 years ago I locked my keys in my Hertz rental car in 8 below weather in Minneapolis. I called Hertz for help and they told me (seriously) to bring the car back to the airport and they would … Continue reading

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Should you bother with customer retention?

For years experts (us included) have written about the value of customer retention. The idea is that retaining customers is more profitable than creating new ones and that profitable growth comes from keeping your existing customers while working to add … Continue reading

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Price vs. Value

¬† You don’t have to have been with us long to know we believe that nothing needs to be a commodity if you look at what the customer is buying instead of what you are selling. (If you want to … Continue reading

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