Open letter to David Allen
Dear Mr. Allen, I am a fan. I really am. Your GTD model is brilliant yet practical. It works! And I...
Author: Amazing Service Guy
Airlines to customers: Stop complaining or we’ll pack up and go home!
I remember when we were kids. We’d play all kinds of games. And when one kid pushed things too far (playing...
Plan your customer service improvement for 2010
Sometimes things happen just as we want them to. But often we get better results if we plan the changes we want....
Here’s what a London cabbie taught me about customer service
Recently I learned something about customer service from a London cabbie. Actually I met the cabbie two years...
Minnesota auto dealer makes a bad deal worse
When I was a kid, a local car dealer had long-running advertising campaign centered on the tagline: “A better...
How to Prevent Invisible Customers
Most companies have invisible customers. And, unlike Kevin Bacon in the movie “Hollow Man”, these customers...
T-Mobile vs. the customer: Round two (the change-up)
This is second in a miniseries describing my experience with T-Mobile as I try to upgrade my phone without paying...
T-Mobile vs. the customer: Round one (the setup)
I have read that customer churn in the wireless telecom industry ranges from 10% to 67% with an accepted industry...
What’s most important?
A friend of mine helped me today. I had a minor decision to make yet I found myself stuck. So I asked her for...
How to guarantee your customers come back
Sometimes you can keep customers coming back by sending them away. After the holidays, one of our readers sent...
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