Apple makes beautiful devices. But, the message for the iPhone 4 update is so scary that it erased any giddyness I might have had for the
Sears Customer Service, Hall of Shame
My experience with Sears Customer Service and Sears Repair Center can be found here: Sears Customer Service, Part 1 Sears Customer Service, Part
Advice on How to Improve Sears Customer Experience
In Part 1 of my experience buying a Kenmore Dishwasher from Sears, I shared the detailed steps of what happened, what did happen but should have
Sears Field Services Impact on Customer Experience
In Part 1 of my recent experience with Sears, I shared what I experienced in the process of buying a Kenmore Dishwasher from Sears. I share my
Sears Customer Experience: Dishwasher Installation Nightmare
Sometime in April, our dishwasher broke. When you have a huge family like I do, having a dishwasher is really important. On April 20, 2010 our
Customer Experience, Kano, Basics, and Shiny Objects
Shiny objects, Brilliant Basics - is it an either/or? From a feature, product, or service perspective, is it as dichotomous as doing the basics
Dial 0 To Speak to a Real Customer Service Rep
Dial 0 To Speak to a Real Customer Service Rep. Interesting thought, right? On the way to work this morning, a commercial on National Public Radio
Homogeneous Innovation
Things are all too familiar. That's good and bad. It's good if the service or product meets my basic needs and is memory-neutral: that is, the
Goodbye Customer: Customer Retention Programs and Win Back Initiatives
Goodbye Customer. There are reasons customers leave. That is sometimes what we say, without knowing the full costs and burden that proposition