Archive | March, 2007

10 Things to Love About the Charlotte Airport

Published on 30 March 2007.

by Kevin Stirtz

Not long ago I flew into to Charlotte on my way to Roanoke, VA. In the past 10 months I had seen way too many airports to suit my tastes. By this time, most had blended together in an indistinguishable mushy mass in my memory.

But not the Charlotte Airport.

Compared to other airports I didn’t spend much time there. It was just a short layover two times in two days. Enough time to grab a sandwich and a do a little people watching.

What made the Charlotte Airport memorable was a bunch of things, many of which I have never seen at an airport.

They were…

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Posted in All, Experience2 Comments

Service Recovery

5 Steps to Avoid “Doing a Toyota.”

By Jeanne Bliss on May 28, 2010

When a company makes a mistake, it can be the brightest moment in their history.

Toyota had that opportunity. But they missed their moment. Big time.

How a company reacts, removes the pain, and repairs the emotional connection shows the true colors of that organization more than almost any situation they might encounter.

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Technology

Peachtree knows that customer service is cool

By Barry Moltz on May 20, 2010

Customer service is the new marketing because now companies can no longer control what people are saying about them. Everyday, customers and prospects are ranting and raving about your company on social networking platforms like Facebook, Twitter and YouTube. Companies that don’t get customer service and don’t react to what customers are talking about are doomed to fail.

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Feedback

Focus on customer service in 2010 (finally?)

By Becky Carroll on April 7, 2010

This may be it. This may be the year that it finally happens. 2010 may just be the year that companies start to focus on their customers and serving them well.

Now, I am cautiously optimistic about this focus on customer service, but let me tell you why I feel this way.

1. Brands are using a focus on customers as a competitive differentiator in their advertisements.

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