To me, Costco and Amazon are about as perfect a complement as can be found anywhere in retail. They’re both highly customer-service focused, treat customers well, and make it relatively easy to get positive outcomes no matter the circumstances. (Costco, however, does seem to outshine Amazon when it comes to employee treatment.) Fierce competition between […]
Behind all the bravado about Costco customer service is a simple approach that taps into common sense and brilliantly reads the minds of its customers. At a time when many companies woo prospects with discounts and special offers, then try to ignore them once they become customers, Costco takes a decidedly different path. Once they […]
This the first of a four-part series on companies exemplifying superior customer service and employee treatment—and the rewards accruing to their bottom lines and shareholders in the process. It’s a win-win model that exposes the zero-sum gain model of “I win, you lose” as an absurd and ineffective way of doing business. You listening, Donald […]
Crested Butte holiday stay spotlights customer service peaks, valleys, continued Kudos and Kudon’ts of 4 days in a glorious natural setting Part 4, Exploring: Events & Attractions Crested Butte is a treasure. As a Denver native, I don’t know why I waited this long to explore it. Expecting a long, winding climb through thickly-forested pathways […]
Crested Butte holiday stay spotlights customer service peaks, valleys, continued Kudos and Kudon’ts of 4 days in a glorious natural setting Part 3, Dining: Food & Beverage What are anniversaries without dining experiences? Ours were a mixed bag, ranging from “Meh” to “Wow!” Kudos include “Wow” service and food at Bonez (enchiladas to die for […]
Crested Butte holiday stay spotlights customer service peaks, valleys, continued Kudos and Kudon’ts of 4 days in a glorious natural setting Part 2, Staying: Lodging & Accommodations “Do sweat the small stuff” should be the mantra of hotel operators and a cornerstone of their customer service policies. Poor housekeeping, upkeep, and questionable logistics can ding […]
Kudos and Kudon’ts of 4 days in a glorious natural setting Over the last 36 years, I have become a passionate critic of customer service, from the grand gestures down to the intricate details. While grandiose displays can inspire good first impressions, it’s generally the “little things” that form many of our lasting opinions. The […]
Company ‘enlisting real people to answer customer calls…’ Jean-Baptiste Alphonse Karr said, “The more things change, the more they stay the same.” After many years of soft drink evolution from sugar to artificial sweeteners of many types, product manufacturers are again touting “real sugar” in their concoctions. It appears the same is happening in customer […]
My best friend Frannie’s cat, Shu Shu, has been ailing. So, I set out to do something to honor her life. I found it at Costco—15 pairs of “Shoes Shoes!” OK, so the first part is BS—except that I decided to pay homage to her after the buying spree with the shoes stacked in a […]
I have just returned from a lovely 6-day tropical paradise, topped off by one of the most enjoyable flights (if not the most enjoyable) I’ve ever taken. Southwest Airlines gets it. That’s why they continue to fly sky high while many other airlines flail and fail. That’s why I’d rather pay to fly on Southwest […]
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