So who deserves a Kudo? Who’s earned a Kudon’t? Send me your nominations: the business that went out of its way for you, or the one that made you want to throw your phone across the room. I’ll check them out before I name anybody. Fair is fair.
Many companies have decided that treating customers badly is an acceptable cost of doing business. Phone trees with no exit. Apps that stand between you and a human. Refund policies with a trap in them. None of that is an accident. Somebody upstream decided it.
This book names names on both sides.
Mark Lusky is a veteran writer, storyteller and author, with 50+ years of public relations, advertising, marketing and journalism experience – starting with a Regional Marketing Director position for Ringling Bros. and Barnum & Bailey Circus.
