As a group, consumers are a lazy bunch. Once we start moving in a direction, it is hard to get us to switch to do something else. The switching costs may not be high, but we keep buying and shopping the same places we always do. Just because. Retailers and service providers count on this. […]
You have all seen the news: American Airlines will begin charging $15 a bag for the first bag you check beginning June 15th. I am an executive platinum flyer with the airline (the top level) and this makes no sense at all. (BTW- they sent me an email yesterday saying that I would be […]
Payment schedules to pay my bills on time seem to be getting shorter. I received a bill the other day from MCI and it says that it it is due 21 days later. I always thought I had 30 days to pay this bill. After calling customer service and reading the fine print, I realized […]
Sometimes, I just have to rant. I was “shocked and awed” yesterday when I visited a local deli, Cold Comfort which had a sign on their menus that informed me their would be a 25 cent surcharge on all bagels and bread items due to their increase from their supplier. This must have something to […]
In writing my third book about that the only sustainable competitive advantage left in this world is customer service. I am pondering whether excellent customer service means giving the customer 110% or 200%. Can we afford to give 200%? Is it necessary as long as we meet or exceed the customers expectations? Will 110% do?
This past week, […]
I made made my every 3 year journey to getting a new computer this week- something I always approach with angst. Windows computers and networks are not stable by their nature and changing them scares me. However, my desktop had become so unusable in the last 6 months that it was time to upgrade. I really had […]