New Bedford Jazzfest
Yup, you screwed up. Now let’s fix it.
Accidents, mistakes, and bad experiences happen; and ‘happen’ is a great word, as it means ‘come to pass’ or ‘take place’, which I take to mean ‘opportunity!’ Yes, ‘opportunity!’ with the exclamation point. When bad things happen, you can do 1 of a million things: 1) Take the opportunity to make it great, or an […]
Has Social Media Ruined April Fool’s Day?
Remember when April Fool’s Day was like an episode of Punk’d? When you could get that one person in the office/class/family to believe one outlandish thing all day and the revelation that it was fake had everyone in hysterics? Or radio stations began the day with fake ‘breaking news’ that became water cooler fodder by […]
A new customer experience everywhere you look: The Daily Grommet
I love companies that truly embrace the customer experience as the essence to their very existence. The Daily Grommet is clearly the answer to the age old question, “What do you get the person who has everything?” But more than that, the web site creates customer interest and loyalty with every page they visit. I […]
Why Rebecca Black matters to customer service
Preface: A girl is gifted a ‘song’ by her parents, it is promoted via YouTube on 2/11/11, it goes viral on 3/11/11 and as of 3/25/11, there are over 46 million views and over 535K comments on YouTube and over 40,000 downloads on itunes. Love it or hate it, it is a viral success. David […]
Never Tell the Customer to Do Your Job…
…or I’ll blog about it and tell everyone on the interwebs about it. Let’s start with the good. I really love blogging about companies that go out of their way to provide the Ultimate Customer Experience. Chilis, West Bridgewater, MA We ordered take out from Chilis. When we opened the boxes, we were missing the […]
Location Based Services and The Businesses That Don’t Use Them
Location Based Services and The Businesses That Don’t Use Them.
Location Based Services and The Businesses That Don’t Use Them
If you are not familiar with Location Based Social Media, please read about it here: http://mashable.com/mobile/ Foursquare. Facebook Places. Gowalla. Loopt. SCVNGR. All location based apps that businesses should be using to monitor what their customers say about them. But are they? Or, do they even know these real-time marketing apps exist? I’ve been doing […]
I Really, Really Don’t Care
I don’t understand the anti-customer focused mentality of some organizations. Take this scenario: I came across an organization that my company would greatly benefit from by becoming members. To make membership even more enticing, this organization was having an annual conference where the bulk of our future clients would be in attendance! I filled out […]
Wowing your customers should NEVER be an inconvenience
When we stay at hotels, whether for business or vacation, we expect that our reservations promise that our stay will be nothing more than pleasant; if something should go wrong, the hotel staff will do everything in their power to correct the issue. As professionals, our clients expect the same. At my recent stay in […]