No doubt you’ve seen a building with broken windows. This is often due to neglect or vandalism and it is a clear message that "no one cares." What signals does a company give off that sends the same message? Frankly, too many to list here, but last week a company reminded me of a few of those indicators of not caring. EZ Lube is a chain of
The more I use Netflix, the more negative customer experiences happen to me--and I can’t be the only one experiencing these things. Negative experiences often start when a company changes or adds procedures without looking at all the ways customers may have to work through these new systems. You can never forget to completely walk through what it’s like as a customer
Abusing customers, assuming they know the in’s and out’s of your business, is a bad, right? We all know this. And of course, bad service will still occur - as it did for me today. I called FedEx about a package that showed on their tracking website they attempted delivery on Saturday delivery. I was surprised there was no package and no note left to
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