John Malmo

Javier Brosch /

The quality of consumer service fluctuates. It’s not like corn flakes.  May be great for awhile. Then not so great. Maybe awful. 

Gilles Lougassi /

A Forbes Magazine article recently gave the University of Colorado Cancer Center as an example of good customer service. I’m gonna tell you some of the things it mentioned. Then see if you can identify what all have in common.

Justin Willingham / WKNO-FM

Television’s share of American advertising dollars is expected to have grown this year by about one-and-a-half percentage points over last year.

How can that be, you ask. What about the enormous growth in the Internet, the explosion of social media advertising?

The splintering of advertising media has been like a fragmentation grenade. Media segments. Then the segments segment. And it’s this very splintering that each year makes television more valuable to advertisers. Because television remains the one medium that still can deliver a big audience.

David Smith /

Almost all retailers constantly are trying to think up ways to get more people into their stores. And it gets harder and harder to come up with new ploys.

But occasionally they come up with an offer so good that it scares them. So the retailer starts adding conditions to make the offer less costly to the store.

Listen to this offer from Staples: a coupon worth twenty dollars off an in-store purchase of twenty dollars or more. One day only at the Memphis store only.  

One Common Language

Dec 28, 2011
Kevers /

A booklet came recently entitled Comcast XFinity Customer Privacy Notice. It is forty-eight pages. That’s a lot of overkill about privacy, I thought. So I opened it. Twenty-two pages about privacy in English. Then twenty-six more pages of the same message in Spanish.