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When a company truly cares for its customers … customers know it. They can feel it. You can’t fake it. You can’t collect surveys and never take action or never thank customers for their input. That isn’t genuine. Let me tell you about one company with sincere customer empathy. I recently visited an

To clarify that headline, it is mostly Amazon Prime that has ruined me for life. I love buying online: it saves time, gas, and money. And I love it when online orders are delivered quickly. That’s what Amazon Prime offers – every order

Today, my laptop prompted me to install a new version of Java. I usually go ahead and just do it – you need Java. I was starting my day and going through email when I saw the prompt to install the downloaded Java update. Problem is, they wanted me to install the Ask.com toolbar on my browser and make Ask.com my default search engine. Um,

(You can read part 1 on knowing your customer here.) I recently called the 1-800 number on my American Express card to inform them I’d be traveling out of the country. I wanted to be sure that overseas charges wouldn’t

When a company has a policy that requires all new customers be put on auto-renew at the time of purchase (based on annual use/ contract) they are telling customers: “We do what’s best for us, so there!” I am mad at the magazine Real Simple because they are following this practice. Their online subscription form forces you into auto renew. I

I’m impressed! I got a call from the Hyatt Harborside Boston (photo is the view of the Boston skyline from this hotel) after I filled out a feedback survey about a recent visit. It’s quite rare for a customer to hear back from a company after they

At long last, I have discovered a company that knows how to use Groupon to their advantage. Too many businesses have fallen into the trap of getting “new customers” via Groupon at the expense of losing out on revenue from the discount and then perhaps never seeing those customers again.