Take Command of Service†

CMOs, You Must Have Responsibility for Training Service Personnel

Advertising Age, September 15, 2008 — There are businesses that provide adequate customer service and have many satisfied customers. This column is not about them. It is about the businesses that cannot or will not get it right.

Every year prominent research organizations such as J. D. Power & Associates survey millions of customers and businesses to gather customer-satisfaction rankings. A June 2008 industry-satisfaction study by that organization shows that Alaska Airlines, Continental Airlines and JetBlue Airways rank highest in customer satisfaction even amid declining overall satisfaction with the airline industry. Pella ranks highest for a second consecutive year in the 2008 Windows and Patio Doors Satisfaction Study. Microtel Inns & Suites is ranked highest in the... continue reading

Victory!†

Comcastmustdie.com Has Shamed Comcast Into a Modicum of Respect for Its Customers

Advertising Age, July 30, 2008 — Comcastmustdie.com, the blog, began a mere 11 months ago with this simple preamble:

Actually, I have no deathwish for Comcast or any other gigantic, blundering, greedy, arrogant corporate monstrosity. What I do have is the earnest desire for such companies to change their ways. This site offers an opportunity — for you to vent your grievances (civilly, please) and for Comcast to pay close attention.

What Marketers Can Learn From Twitter's Stumbles†

The Service Is a Victim of Its Popularity -- and Its Unresponsiveness Is Costing It Fans

Advertising Age, July 29, 2008 — What are the limits of consumer loyalty when a particular product or service consistently stumbles, or just doesn't work? What if those stumbles are actually due to the immense popularity of the product?

Any fast-growing brand that has seen its infrastructure quiver under the weight of widespread customer demand should look for a lesson on how not to do things in Web 2.0 darling Twitter.

Using Customer Service as a Branding Opportunity†

Thanks to Web, Advertiser Can Engage in 'Conversational' Marketing With Customers

Advertising Age, March 21, 2008 — Conversing with consumers and finding out what they think about their brands has become a whole lot easier for marketers because of the web. And whether it's an actual customer-service call or inquiry or responding to a comment on the corporate blog, marketers need to start looking at each interaction as a marketing opportunity. That was one of the main themes that emerged during the "Listenomics: So you want to be a conversational marketer?" panel at the Ad Age Digital Conference.

Customers Disappointed By Web Sites, Online Customer Service

MediaPost Publications, March 5, 2008 — WHEN IT COMES TO WEB recourses, consumer-centric companies are still failing to meet expectations, according to a new study of nearly 1,000 such companies and online shoppers.

Just 44% of consumers believe the information available on most company's Web sites meets their needs, found the study conducted by InQuira, a developer of automated self-service applications for Web-based sales and services, and research firm ServiceXRG.

And it's not for lack of trying, as a full 74.5% of consumers indicate that they use company sites to get information about products or services.

A C.E.O. Sells the Store

New York Times, March 1, 2008 — Women’s suits. Mickey Drexler has women’s suits on the brain.

It’s a Tuesday afternoon in SoHo in Manhattan, and Millard S. Drexler — Mickey, as he is universally known — is in a Madewell store looking for customers he can talk to. Mr. Drexler, as you may know, is the chief executive of J. Crew — a job he took in 2003 after being summarily bounced from the Gap, the company he had led for 16 years, transforming it in that time from an $800 million midsize retailer into a $14 billion Goliath. Madewell, which he’s visiting today, is a brand-new J. Crew offshoot that sells hip, casual clothes. It’s a little like the way Mr. Drexler started up Old Navy to offer clothes that were less expensive than the Gap’s.

This visit is not some stunt... continue reading

The Best And Worst Companies For Customer Satisfaction

Forbes, February 20, 2008 — When tumbling home values and high gas prices already have consumers spending less at stores, car dealerships and airline ticket counters, how does a company minimize the pain?

One way is to offer superior customer service, the better to compete for the fewer number of dollars out there, and set yourself up with loyal customers for the inevitable economic rebound. A new report finds a lot of companies like Wal Mart (nyse: WMT - news - people ) and Home Depot (nyse: HD - news - people ) seem to have a different plan.