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Month: May 2010

SERVICE QUALITY | CUSTOMER SERVICE | CUSTOMER LOYALTY: Knowing Your Customer

Wed, May 26 2010 - 10:45 AM
I had the occasion to go to a concert / fundraiser for Rotary International Exchange Students this past Saturday in Vacaville, CA. The headliner was Antsy McClain and the Trailer Park Troubadours, a great band that I've been trying to catch live for the past few years in person. I was introduced to the band by a friend of mine who had been a fans for some…

MYSTERY SHOP / SECRET SHOP | BP Oil Spill – Why Checks Are So Important!

Mon, May 24 2010 - 12:21 AM
The news from the Gulf keeps getting worse. In today's news, BP announced that the stop-gap measure they put in place was sucking up 5,000 barrels of oil! That's great no more oil - right? Well, it turns out that there may be a few thousands or tens of thousands of gallons of oil coming out than they originally estimated. Oops! I can only surmise that…

CUSTOMER SERVICE / CUSTOMER LOYALTY / SERVICE QUALITY | Google Pac-Man Give’s Th…

Fri, May 21 2010 - 10:40 AM
Google gets it. They are my search engine of choice, for a number of reasons. They give me the information I want quickly. Sometimes, it seems like they are reading my mind! I also like the specialized logos they put up to educate me on various birthdays and other eclectic commemorations. Today's is the pac-man game I remember from my mis-spent youth.…

MYSTERY SHOPPING / SECRET SHOPPING | Is Your Customer Service Like the TV Show “…

Fri, May 21 2010 - 10:18 AM
You may be a fan of the TV show, "LOST" as I am. Looking forward, with some sadness, to the series finale this coming Sunday, May 22, 2010. I was thinking the other day how so many retailer's customer service is very similar to the TV show, and the characters. Sometimes, the characters are good. Moments later, they are mean and evil. Some days, everyt…

CUSTOMER SERVICE / CUSTOMER LOYALTY / SERVICE QUALITY | Goodbye Hello!

Wed, May 12 2010 - 7:45 AM
A few years back, I happened upon Hello Wines. We were visiting a micro winery complex, where a number of very small winemakers rented their own spaces to produce their wines. I was taken aback almost immediately with the winemaker, John Caracciolo. John was from the East Coast, and once he opened his mouth, it was apparent, both in attitude and diction.…

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