[A quick point of clarity in case anyone comes to this site by searching for words like ‘Aeromexico’ and ‘scam’ or anything of the sort: Aeromexico is an excellent travel provider, and I had a fantastic experience with them booking travel, flying, and in a subequent customer service inquiry. eDreams is the guilty party here, […]
Category: Customer Service
Why I Ditched Casper (and Found a Much Better Alternative)
When I moved within Manhattan this spring, we wanted to upgrade our bed from a queen to a king, and that of course required buying a new mattress. Without thinking too hard about it, we decided to go with a Casper. After all, they advertise their “perfect mattress” everywhere. Who can argue with perfect? I […]
TripIt’s Questionable Billing Practices Tarnish Travel App
I've been a big fan of TripIt for years, logging more than 292,000 miles of trips through the travel service that organizes travel plans into useful itineraries easily accessible via mobile devices. My enthusiasm for them was greatly diminished though recently due to their billing practices and clear lack of understanding why what they're doing […]
How The North Face’s Customer Service Ensures Happy Faced Shoppers
I haven't posted much about customer service in awhile, but The North Face's service has been so repeatedly astounding that I've got to spread the word. Full disclosure: The North Face is not nor has ever been a client anywhere I've worked (to my knowledge), nor have they resorted to any form of blogger outreach […]
Surprising Consumer Relations via a Zanzibari Sugar Packet
When I was in Zanzibar in February, I noticed that a packet of sugar had an email address on it. The sugar was from Zanzibar Tea Packers and also had a postal address and phone number. At the time, I wondered what the purpose was, and what would happen if one emailed them. As I […]
The Must-Read Report on Social Customer Relationship Management
I just heard from Jeremiah Owyang, the Web Strategist blogger at Altimeter Group, that he's got a new report out on social CRM which he wrote with R "Ray" Wang. This is more of a preview than a review because while I had a bit of time to read it, I have not gone through […]
In Search of Your Booker Moment
Have you shoveled any of your consumers’ driveways lately? Just about everyone but Newark, NJ Mayor Cory Booker can put their hands down. Booker, a savvy enough marketer that he can get some positive ink for Newark, is not a bad role model for marketers. As Mashable reported yesterday, New Jersey radio show host Ravie […]
20 Reasons the Luxor Sucks
Instead of a lengthy introduction, scan the slides, which should speak for themselves. I’ll share more in a postscript. 20 Reasons The Luxor Sucks View more presentations from David Berkowitz. (tags: travel hotel)
Opt-Out Hell as Microsoft Loses Momentum
This is a true story. The mission: unsubscribe from a newsletter How it should work: one click and you’re off the list How it really worked: try to unsubscribe… which requires signing in… but then I can’t remember the ID so I try recovering it, but that doesn’t work, so I have a lengthy exchange […]
LinkedIn Connects
My questions for LinkedIn have all been answered, but it’s worth taking a moment to appreciate how LinkedIn went about it: * I received three emails from someone in customer service, the first two from a standard customer service address, and the third from his own email. While he could have been a little more […]