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Customer Service: By changing nothing, nothing changes

  “By changing nothing, nothing changes” – Tony Robbins In this election cycle, the candidates from both the Republican and the Democratic parties, vying for the office of the President of the United States, have the lowest ratings of any candidate in history. It seems Americans – albeit not the…
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Customer Service: Heads I win, tails you lose

  It’s another day, and we see another new scandal unfold. This time around, it’s Wells Fargo, which up until the scandal broke recently, was the largest bank in the world based on market capitalization. To put it in simple terms, Wells Fargo acted like a petty thief committing forgery…
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Customer Service: Angie's List - Your Money is where our heart is

  The pioneer in the online home improvement referral services, Angie’s list, started over 20 years ago with a noble public awareness message of homeowners coming together on an online platform to share their objective home repair experiences, so that they could help each other by recommending the good service…
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Customer Service: Greed comes before fall

By now, you all might have heard about the furor caused by the EpiPen episode.  In this post I want to talk about how a combination of a lack of transparency in pricing by corporations, a collusion among the middlemen who act as intermediaries between the corporations and the consumers,…
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Disingenuous Customer Service

  Did you watch the latest instalment in the Bourne movie series, Jason Bourne? Matt Damon returns to the franchise after sitting out the last one. The movie received glowing reviews from both the critics and the movie-goers around the world, and is a certified blockbuster. The storyline of this…
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(Native) Advertising Vs. Customer Service

  Today, marketers are increasingly coming to the realization that grabbing consumers’ attention is getting harder across nearly all types of media. Print media is a dying breed, and people are avoiding print ads, they are also actively skipping through TV ads and in some case cutting the cord. Getting…
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Customer Service: Act or Accept

  After using the established home repair websites – Home Advisor and Angie's List – and getting burned, I decided to do a little research about these sites and found out that I wasn’t alone – go to sitejabber.com; consumeraffairs.com; pissedconsumer.com, to find customer and business’ complaints. I’ve been taught…
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Customer Service: United Sates of Greed

  You probably know by now, that in my posts I try to highlight customer service. In this post, though, I’ll provide some insights as to why I think customer service, in general, is on the wane in our Country. We humans – almost all of us, anyway – are…
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Maximizing Shareholder Value = End of Customer Service

  In this post I’ll share my thoughts about how the modern day mantra of corporate America, “Maximizing Shareholder Value,” has ruined customer service. According to Lynn Stout, an expert in corporate law, American firms are disappearing at an alarming rate; the number of publically listed US firms has declined…
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Customer Service: Ignorance is not bliss, so be informed

  The following are some sobering facts: According to a recent survey, “even though we Americans are 5% of the world’s population, we consume 50% of the prescription drugs.” According to a Time article, “In 2014 we filled 4.3 billion prescriptions and doled out nearly $374 billion on medicines.” We…
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Customer Service: Never Settle for 99% - Jeff Bezos

  Amazon has been in business for over two decades. And in these past 20 years it has revolutionized the way Americans buy their ware. In 2015, it replaced Walmart as the most valuable retailer in the country with a market valuation of $250 billion. Along the way, it has…
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Customer Service: Demand it or be Denied

  In 2010, the U.S. Supreme Court in its infinite wisdom ruled against the FEC in the Citizens United v. the Federal Election Commission thus paving the way for the giant corporations and their lobbyists to give unlimited contributions to politicians, thereby making them indentured to these corporations. The fallout…
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Customer Service: Actions Speak Louder Than Words

  For the longest time, the wireless phone market in the US has been dominated by two players – AT&T and Verizon. It makes perfect sense that these two would dominate this marketplace, because they were the top players in the older and ubiquitous land-line business, too. It was a…
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Customer Service: Mom-and-Pop Stores, Small in Size, but Big on Service

  “Having helpful, committed and capable associates, the right brands and the best quality products doesn’t define a great hardware store… at Elliott's Hardware, that’s just the starting point.” “What makes us different is how we respond to what we hear from our customers every day: “It’s about THIS product…
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Customer Service: We try harder

  For five decades, the above tagline was synonymous with the Avis car-rental brand. This tagline was rooted in the response the advertising agency that was tasked to create this campaign was able to elicit when they asked the management of Avis why anyone rents a car from them. “We…
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Customer Service: Uber puts cab companies to shame

  As a late adopter to ride-sharing technology, I had the opportunity to use Uber for the first time in March, 2016. Let me tell you, my first few interactions have been everything as advertised. It was a little intimidating and confusing using the app/service the first time around. But…
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Customer Service: If you're not asking for it, you're asking for it

  In this post, and in the spirit of Presidential elections this year, I want to share my thoughts on voting and how it relates to customer service. The discourse in this election cycle, particularly on the Republican side, during the "Primaries," had been nothing short of a three-ring circus.…
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Customer Service: Cutting corners vs. Immersing you in the lap of luxury

  Earlier this year, my family and I took an international trip to Spain. Quick props to Spain, it’s a beautiful country with very hospitable people, spectacular wines and mouth-watering food. Our choice airlines for flying to Europe have been American Airlines (AA) and British Airways (BA). We took this…
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Customer Service: Don't test the intelligence of your customer

  An excellent product notwithstanding, never try to test your customer’s loyalty. I’m of course talking about the 2012 PR debacle of the NFL. The NFL is the king of the hill when it comes to professional sports in the US.  With annual revenues over $10 billion, and a rabid…
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Customer Service: Never let your loyalty make a fool of you

  This adage is perfect for any rabid fan of the Dallas Cowboys. Team owner, Jerry Jones, bought this distressed team in 1989 for $140 million. But even before he bought the team, the Dallas Cowboys were already America’s team. That legacy was cemented by the three Super Bowl championships…
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Customer Service: Buyer Beware

  Am I alone, or do you agree with me, when I say all the mass media outlets these days have become a giant PR mouthpiece for Corporate America? Used to be, not so long ago, the mass media - be it newspapers, television or radio - were in the…
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Customer Service: Never Underestimate the power of an Angry Customer

  Blockbuster was the undisputed leader in the movie-rental business for almost 30 years. That leadership position came with all the trappings of a company that was oblivious to its customer needs and slow to adapt to emerging technologies. That lethal combination led to its rather quick unraveling. The high…
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Customer Service: Great products, not Gimmicks, are your best bet

  Before the explosion of niche cable channels there were a few, if any, celebrities endorsed products or product lines. Those were the good old days. Now, it seems the television industry, and particularly the cable channels – which are experiencing stiff competition from other niche channels and the rapidly…
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Customer Service: Don't bite the hand that feeds you

  Coupons have been a great tool at the disposal of marketers for a long time now. Groupon – the company that combined couponing with the concept of group buying - stepped into the limelight not too long ago. Sad to say, but Groupon fizzled as quickly as it rose…
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Customer Service: What goes around comes around

  Showrooming is the process when customers check out products and compare prices at a brick-and-mortar store, and then buy them cheaper online. This phenomenon started with the proliferation of the internet in the early 2000’s and continues unabated even today. Internet has proved to be the biggest equalizer between…
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Customer Service: Avoiding the Obvious

  Despite being so obvious why do businesses neglect customer service? This afternoon, for lunch, I went to a restaurant to pick up my “to-go” order. At the restaurant, the person across the counter took my payment and handed me a plastic bag full of food. I took the food…
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Customer Service: The Beacons

  In my previous post I talked about inept customer service at big companies. But there are always exceptions. Listed below are three companies, that in my opinion, fit that mold. Starbucks: Be it my neighborhood store or any store here in the Americas, Europe or Asia, I haven’t had…
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Customer Service: The Bad Apples

  Is it me, or do you ever feel like the bigger the size of a company the worse their customer service? I say this because almost all my customer service experiences dealing with these giant corporations have been nothing short of a nightmare. Let me explain. The Threat: I…
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