Retailers have the tools to provide outstanding personal service in the internet era, if they put those tools to use.
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A Personal Touch In An Online Era
Tag Archives: Customer Service
The Secrets Of Secret Menus
The most satisfying dining option at a restaurant may not be on the menu, but don’t let that stop you from asking for it.
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While You Slept, We Broke Your Car
An errant and automated software update turned late-model Lexus vehicles into the functional equivalent of a 1980s Chevy.
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Passing on IRS FastPass
A new service will sell you its place in IRS phone queues so you avoid the long wait – but you benefit at others’ expense.
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A Customer Complaint That Got Results
JetBlue heard and addressed the author’s complaints in a way that can help a lot of loyal customers.
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Small Courtesies
Brazilian cab drivers kept playing American music, though the drivers spoke no English. It took time to figure out why.
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How Am I Doing? I Really, Really Want To Know
Businesses are burying us in customer satisfaction surveys. They don’t seem to care.
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Toyota Tries To Get The Feeling Back
“The reason Toyota became famous was one word, and that was ‘quality,’” Jez Frampton, chief executive officer of Interbrand Corp. …
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The ‘Southwest Effect’ Expands Its Reach
Yesterday’s announcement that Southwest Airlines plans to acquire AirTran is welcome news for travelers, but it probably made Delta executives …
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When A Bank Won’t Say Goodbye
The author’s mortgage should have been paid off, but math-challenged TIAA Bank tried to keep collecting anyway.
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