Customer Experience

Oh, He Died?

June 15, 2011
by Amy Bermar in

Meeting with new companies is always exciting, and often inspiring. Yesterday, we met with a successful, privately held company that is struggling to come out of its own shadow. A decade of prosperity, a good product, a dependent market and no outside investments can lead to entrenched behaviors – and even without intending to, massive amounts of customer disregard.

Enter the new CEO. Brought in by private equity team, his mandate is to bring this company into the next decade, which starts with company culture. He decided to call some customers. As expected, sometimes, when he called, the More >

Marketing and PR Lessons from the New York Jets

May 23, 2011
by Greg Hakim in ,

The New York Jets came up just short again – and we’re not talking Super Bowl this time.

The Jets were a finalist for the “best professional sports team of the year award” at the 2011 Sports Business Awards. While the award ultimately went to the World Series champion San Francisco Giants, a lot can be learned from the New York Jets  – a Super Bowl-less team (since 1969, anyway) renown for playing second fiddle to the likes of the Giants and Patriots.

In a league where media coverage comes naturally, there are still winners and losers. How did the Jets go from relatively uncovered outside of More >

He’s Just Not That Into You or Why Companies’ Social Networking Can be Like a Bad Date

May 16, 2011
by Amy Bermar in

I just read an IBM survey about what companies expect when they embrace social media – and guess what:  It’s a whole lot different than what their customers expect.

Companies want community. They want friends. And mostly, they want sales. Customers want stuff for free. They want transactions. And they’ll be a friend if they feel like it.

C’mon – we know this. Because when we’re customers, that’s exactly how we behave. So how about, when we’re designing our own social programs, we think about what we want? Then we can figure out how to appeal to ourselves – on our least-social, most More >

Good Customer Service – Not That Hard

April 22, 2011
by Robert Klucevsek in ,

A year ago, when I gave up my seat on an over-booked flight for another passenger, a certain discount airline rewarded me with two free round-trip tickets. Kind-of.

I won’t detail the whole ordeal, but after ten frustrating calls and the inevitable disconnects, I got them. Along the way, I picked up five customer-friendly tips that any company can use the next time a customer calls.

  1. Be consistent. Ultimately, I got what I wanted. But first, a half-dozen other representatives told me “there was nothing (they) could do,” – and that was the end of it. No conversation. When employees are More >
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