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Year: 2010

SERVICE QUALITY / CUSTOMER LOYALTY / CUSTOMER SERVICE | Is Cinco de Mayo a Death…

Tue, May 4 2010 - 3:12 AM
With Cinco de Mayo coming up, many Mexican restaurant owners are salivating like a kid at Christmas. They see it as a celebration that will increase their bottom line, in come cases it will make their month. A word of advice -- DON'T BLOW IT! For some restaurants it's the busiest day of the year. It's the one day that more people will visit their place…

CUSTOMER SERVICE / CUSTOMER LOYALTY / SERVICE QUALITY | Don’t Boycott Arizona Bu…

Mon, May 3 2010 - 12:10 PM
There's been a lot of news about Arizona's new law that allows law enforcement officers stop anyone they encounter and request proof of eligibility to be here in the US. Let me make myself perfectly clear, I despise any type of law that treads on what I consider my personal freedom. There have been protests, rally's and millions of words written online a…

CUSTOMER SERVICE / CUSTOMER LOYALTY / SERVICE QUALITY | Will United Continental…

Mon, May 3 2010 - 11:39 AM
In today's global economy, consolidations are inevitable. Heck, we've consolidated data centers, sales, and operations to reduce operating expenses. Our goal has always been to improve the service to the end user, with a side benefit of reducing expenses. Airlines have been particularly hard hit. The United / Continental Airlines merger announced today…

CUSTOMER SERVICE / CUSTOMER LOYALTY | Got Spirit?

Tue, April 27 2010 - 8:43 AM
Do your customers have spirit? I was at a great fundraiser yesterday for Las Trampas Inc. in Lafayette CA. It was a football themed event, playing up the rivalry between the greatest university in the world, Cal and another little school in Palo Alto, whose name I can't seem to recall. The event raised a lot of money, and it was a lot of fun, too! (Thanks…

CUSTOMER SERVVICE/CUSTOMER LOYALTY | Do You Respond to Customer Problems Like an…

Tue, April 27 2010 - 8:14 AM
While the loss of 11 lives in the tragic Golf of Mexico Oil Rig Disaster is truly a shame, and out hearts go out to the families of those injured or killed in the incident, I was amazed at the response from those left to clean up the mess, and how many businesses could use the same approach to attack customer problems head-on. These oil rig clean-up crews…

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