Viewing all posts under Customer Service
Strategy is often talked about in business schools, in fact it’s a primary focus. Culture however, is less understood. Culture involves a variety of contributing factors including a blend of attitudes, beliefs, mission, philosophy, and momentum that help to create and sustain a successful brand. It represents the vision, norms, symbols, beliefs, behaviors, and traditions that are taught to new members of an organization. Organizational culture affects the way people within an organization interact with one ...
The "Friendly Skies" Are Back01/27/11
Long lines, deteriorating service, flight attendants grabbing a beer and pulling the emergency exit handle to slide out onto the tarmac are part of our vision of airlines these days. However, I had an experience last week that was truly amazing in this day and age. My wife and I were flying on United from LAX to New Orleans for a business conference. Before we were about to land, Rebecca, the flight attendant, handed me a business card from the Captain. His name is Patrick Fletcher. On the back of Captain Fletc...
My Marriott Experience01/08/11
UPDATE: Before you read this blog (which was posted on Saturday the 8th), I’d like to give an update. I was contacted by John, the Director of Customer Advocacy at the Marriott Hotels. He contacted me when he heard of my complaint. He handled the situation with concern and professionalism. He also made the matter right in the best way I think he could. All companies make mistakes, attempting to make it right says a lot about a company. Thanks John for your follow up. Just yesterday I wrote about ...
My ‘Apple’ Experience01/06/11
It was a few days before Christmas and the malls were incredibly packed. My eldest daughter needed a new Apple laptop for college and I was going to get her one as a Christmas gift. Apple’s in-store customer service is legendary and I would soon experience it firsthand. I went to Victoria Gardens, an outdoor mall near my home in Southern California. I walked up to the entrance of the Apple Store and the first thing I saw was that the place was wall to wall people. No, really – I’m not exag...
