Tag Archives: customer service

Too many companies still take customers for granted

June 12, 2012

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TweetShare  I was driving home last night listening to sports talk radio — 810 for those from KC. The show was winding down and the host, Kevin Kietzman, was giving a final shout out to the sponsor that hosted their remote. Every time they do one of these remotes, there is always some deal for [...]

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Southwest’s secret to dominating the airline industry…common sense

April 28, 2012

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TweetShare  So the other day I’m flying this airline with a group of colleagues for a business trip. It doesn’t really mater which airline. I’ll just say that it wasn’t Southwest. But you would have been able to guess that after reading the next few paragraphs. Here are a few of the things that happened [...]

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Why are we obsessed with adults in costume?

April 17, 2012

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TweetShare  As kids, we were all scared of certain things. The dark. Brussel sprouts. Monsters. As adults, we are all scared of certain things. Caffeine-free anything. Brussel sprouts. Tax day. But that’s the best part about today. Even if you’re scrambling to get that last-minute return done before midnight tonight, after today we won’t have [...]

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My love/hate relationship with Whole Foods

April 1, 2012

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TweetShare  If you haven’t stood in the checkout line at Whole Foods when they finish ringing you up, then you haven’t felt my pain. Three bags worth of gorceries for the low, low price of $125. Talk about a sucker punch. Someone at least could have told me what was coming. I might have flexed [...]

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Are you usability testing your campaigns before launch?

January 19, 2012

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TweetShare  What’s the worst thing a communicator can do? Besides hire Tiger Woods as a spokesperson for an Ambien event in Vegas? It’s simple if you think about it and it sounds simple when you say it. But that doesn’t stop PR pros and marketers from doing it on a regular basis. Launch a campaign [...]

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Is customer service via social media mainstream yet?

January 12, 2012

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TweetShare  Ever think that something is “so five minutes ago” and then find out it’s not even on most peoples’ radar screen? That happened to me this week when I read an article in The Kansas City Star — “Social media gives customers new way to bite back.” Here’s a sample: Suddenly with outlets like [...]

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The ‘one thing’ City Slickers can teach us about our jobs

October 30, 2011

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TweetShare  Remember the movie City Slickers? Billy Crystal and his friends head out on a guy’s trip to drive cattle and find themselves. Crystal befriends an old cowboy named Curly, played by Jack Palance. Curly tells him the secret to life is “one thing,” and he holds up his index finger. Crystal seems to get [...]

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Sustainability

October 24, 2011

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TweetShare  This is not a post about being green. I’ve got nothing against the environment. We recycle. I turn the house lights off before I go to work and my office lights off when I head home. The Earth is cool. I enjoy living here. I’d like to keep this party going for a while. [...]

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I should’ve flown Southwest

October 19, 2011

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TweetShare                  A poem about my travel trials and tribulations I’m headed down to Knoxville now I should’ve flown Southwest For work, we flew United And I’m really not impressed First, we’re on one of those small planes That no one nowhere likes to fly The ones where [...]

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Steve Jobs was the king of usability

October 5, 2011

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TweetShare    A lot of people have been posting Steve Jobs quotes on Twitter and Facebook tonight. This is my favorite: “We do no market research. We don’t hire consultants. The only consultants I’ve ever hired in my 10 years is one firm to analyze Gateway’s retail strategy so I would not make some of [...]

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3 questions that help me define IMC

September 15, 2011

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TweetShare  Ask five different communicators how they define integrated marketing communications and you’re likely to get five different answers. I’ve never heard two people define it the same way. And if you look up some of the definitions you can find online, it’s really not that surprising. Because the term integrated marketing communications and the [...]

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