Customer Service

COMMENTARY
7:30 am
Wed January 22, 2014

It's All About Easy, Easier, Easiest

Credit @madgooch / fotolia.com

Among all the other benefits of the Internet is how the Internet re-affirms principles we should already know.

For instance, one of my favorites is that people do more business with people who make it easy to do business with them. It’s not just that the Internet is there and is omni-present. It’s that the Internet is crowded with E-tailers who make it easier to do business with them than with most RE-tailers.

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COMMENTARY
11:13 am
Wed September 25, 2013

Luxury Is Not Quality

You may personally have observed that there may be more quality in a car that costs half as much as one with great luxury: quality and luxury are not the same.

Now that they’re making money again, airlines are scurrying to add luxury everywhere. There are new seating choices with inches more leg room and better seating. There are fully reclining seats on long-haul flights in certain classes.

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Commentary
7:08 am
Wed October 12, 2011

Be a Mystery Shopper

@sculpies fotolia.com

There’s one thing that everybody in every company can do to help make the company successful: be a mystery shopper.  Test how easy it is to do business with your company.

A couple weeks ago I tried to make a reservation for a golf package on Alabama’s Robert Trent Jones Golf Trail.  I went to the web site and called the direct number for the hotel on a Saturday evening.  I was told to call back between nine and five on Sunday.  I tried another number on the web site and got an answering machine with an announcement that I needed an extension number to reach anybody.

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