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Lose Some “Wait”

Nothing says “DISRESPECT” quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! It’s conventionally accepted that the customer (who NEEDS something) should be willing wait for the service provider (who HAS what they NEED.) However, somewhere along the […]

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Net Promoter Score: The Ultimate Question

I swiped my debit card and stared at the tiny screen… I expected a prompt for my PIN. Instead, the monitor read, “How likely are you to recommend K-Mart to a friend”?” This caught me off guard. K-Mart wants to know if I LIKE them? Not only that, they want to know if I like […]

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Renewable Service in Disposable Industries

“Please state your date of birth.” A few feet in front of me, an elderly woman looked up at a young cashier. Stunned and flustered, the elegant matron asked “Why do you need to know my date of birth?” The cashier deadpanned, “Halo 3 is rated M for Mature: I can’t sell it to you […]

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Planned Inconvenience

The Customer Service revolution is OVERDUE. This week, I called my bank to close an extra business account that I no longer needed. What happened next was stunning. Before the bank finally closed the account: I spoke with five different humans I was read a formal apology sentence by all five I was authenticated four […]

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Nurturing Advocacy

Like any other tool, Social media can be used for good or ill. Some brands use social channels primarily to promote products. Like a car alarm in a parking lot, a stream of hype quickly becomes a noisy annoyance to customers. But once in a while, a brand takes great care to understand and then […]

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