What Drives Customer Service

I'm passionate about customer service and what drives it, what makes it great and why it sometimes fails. ReadThis.com is a collection of my own experiences with the brands, products and services that I encounter as a customer, stakeholder or interested by-stander.


Thank you, Chase Manhattan

Published September 01, 2010   permalink

With all of the bank-bashing going on, a quick and sincere thank you.
 
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SuddenLink? Or SuddenDeath?

Published September 01, 2010   permalink

For those unfamiliar, SuddenLink is a regional ISP that offers decent service at a fair price. That said, posts in various forums playing on the firms name -- e.g., "SuddenDeath" -- are part of what the brand has to contend with. This past Sunday I found out why.

 
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Success Secrets of the Social Media Superstars

Published August 25, 2010   permalink

Author Mitch Meyerson has released "Success Secrets of the Social Media Superstars," available online and at leading bookstores everywhere. it's an amazing book, filled with practical insights from leading practitioners, including a closing chapter from me on how to actually get all of this done!
 
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SeaWorld. Which days will your child remember?

Published August 16, 2010   permalink

When I worked at GSD&M, back when SeaWorld was owned by Anheuser-Busch, we produced a series of commercials including the nostalgic "Childhood" series that asks which days your child will remember. Flash forward, and ask that question again.
 
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Haagen-Dazs Wants Your Business. But Not You.

Published August 06, 2010   permalink

Who wouldn't enjoy great ice cream on a hot summer day? Evidently, not the management team at this South Carolina Haagen-Dazs. That's too bad for the larger brand, because infrequent impressions like an occasional indulgence have a long half-life.
 
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