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Just Plain Stupid

Business
Customer Experience
Customer Loyalty
Customer Service
Just Plain Stupid
Tuesday Tidbit
September 27, 20160Comments

Your Values Might Be Baloney

Why did you fire John? Why did you switch providers? Why did you hire Jill? Why did you reduce the marketing budget? Why did you change the brochure? I ask my clients and executives questions
Customer Experience
Customer Loyalty
Just Plain Stupid
Loyalty
Retention
Tuesday Tidbit
May 17, 20160Comments

Stop Smacking Your Customers in the Face

I was in a meeting recently when someone who was quiet for most of the discussion perked up and said: "Our customers don't want to hear from us regularly! They don't
Business
Customer Experience
Customer Loyalty
Customer Service
Customers
Just Plain Stupid
Tuesday Tidbit
June 2, 20150Comments

Of All the Lousy Ways to Save a Buck

Mistakes, blunders, and customer-related issues are bound to happen. Most of us have employees and they're expected to do things by the book, but what happens when the book is wrong
Business
Customer Experience
Customer Service
Just Plain Stupid
Marketing
Really Bad PR
Tuesday Tidbit
February 10, 20150Comments

Customer Service 101: Don’t Call Your Customers A**holes!

Mary Bauer from Illinois is a super bitch. Do you know her? At least, that's according to someone at Comcast who decided to change her name in their system from Mary
Fleming Consulting & Co.
Just Plain Stupid
Really Bad PR
July 3, 20140Comments

Really Bad PR – JetBlue

A few weeks ago JetBlue made headlines when they allowed a three-year-old toddler to pee herself on the tarmac. When this story broke, I was interviewed by a reporter with USA
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