Little big details: Your CEO as a customer service agent.
Typically, direct contact with customers is delegated to the lowest in rank in the company. Front desk employees.…
A tribute to Air New Zealand’s Drew
Making a difference to a customer isn’t about big things. It sometime is just a really really small…
Business from a 365 day return policy. The Zappos business case.
Consumers are lazy. And that’s pretty much the business case behind Zappos’ 365 day return policy. The return…
What would you do with a 30.000 euro customer? The NMBS, NS and one-sided loyalty.
There aren’t many brands I spend more time with than the Belgian and Dutch railways (NMBS and NS).…
My growing dilemma with bad customer service. Consumer conversation management.
Let me tell you a little story first. I stayed in a hotelroom last night at a large…
Thank you? Let’s open a support ticket for that.
I forgot most of the polite manners and etiquette my parents and teachers deperately tried to brainwash me…
“Commit acts, not ads” for InSites Consulting
These are pretty interesting times. Advertising, marketing, customer service and market research are blending and create new opportunities.…
The thin line between a “personal assistance fee” and just bad customer service
This morning, when I bought my ticket at the NMBS Europe (Belgian Railways) counter, I was charged 7…
The story of Johnny the Bagger
It must be the worst case movie ever, but it still seems a remarkable story. A grocery store…