Tag Archives: customer service

Top of Mind Thursday April 26, 2018: Please Love Me Less Often

As marketers, we think we know what our customers want from us–and it obviously must be more attention. Why else would businesses send us email updates on a daily basis? Or mail us sales material for products or promotions we’ve … Continue reading

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Top of Mind Thursday November 2, 2017: This Service Just Doesn’t Fly

I spent an extra 5 hours in O’Hare airport in Chicago last week on my return to San Francisco. Well, actually, since I experienced 10 30-minute delays, it felt like an extra 50 hours in the airport. This started with … Continue reading

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Top of Mind Thursday December 10, 2015: Life Saving Customer Service

Thirty minutes into my cross-country flight yesterday, there was a PA announcement looking for a medical provider onboard. It turned out a woman in the row in front of me was having some kind of medical issue. Someone came forward … Continue reading

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No, I Can’t Help You No Matter What You Need

What good does it do to jump to conclusions before finding out what the customer really is looking for to start?
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