On my way home from work this week I found myself behind a Southeastern Freight Lines truck. As you can see from their website, the name accurately reflects their business across the southeastern parts of the United States. Do all companies with regionally specific names do business in their … [Read more...]
Monitor Customer Word of Mouth
After my recent post about my experience at Which Wich, I was surprised to get an email from their founder and President, Jeff Sinelli, which included the following: As you will see in our logo/brand we strive for "Superior Sandwiches" at Which Wich. It looks like we may have come up short on … [Read more...]
Did you get your order?
Do you ship merchandise to customers? If so, you should determine if your customer received what was ordered in a timely fashion. Follow-up Email A week after I received my last TigerDirect purchase, I got an email stating: "it's been 7 days and you should have received everything." If I hadn't … [Read more...]
Balance Efficiency and Service
BusinessWeek has great article in this week's issue about customer satisfaction. They highlight some companies that are losing customers through poor customer service. In contrast, other companies have succeeded in creating great customer experiences. Where do you think your company would fit? In … [Read more...]
Confirm Understanding
How many times do you ask questions that can be answered with a simple "yes" or "no?" I'd guess fairly frequently. On a recent flight on United Airlines, I observed the flight attendant talking with passengers in the exit rows. She asked one gentleman if he knew how to open the exit door. He … [Read more...]
Handling Links on Registration Forms
You are familiar with the ubiquitous registration forms that litter the Web. Most web applications have sign-up pages where you divulge some type of personal information before agreeing to some Terms of Service (ToS) and Privacy Policies. The user experience on a typical online registration form … [Read more...]
Bribes Don’t Replace Explanations
On a recent trip, my family and I flew Delta airlines. After everyone had boarded the plane, we sat and waited for almost an hour before the plane moved. What was the problem? I don't know. We were never informed of the cause of the delay. While we waited, the flight attendant passed out … [Read more...]
Recent Comments