It's not uncommon for marketers to use upsells and downsells in order to gain a new customer and make a sale. Downsells typically offer the same product or some derivative of that product at a discounted price. Upsells will usually come after a sale has been made, and offer extra goods or services for an additional fee. There's nothing wrong with upselling or downselling in theory. But I do believe there are cases where integrity... Continue Reading

Earlier this year I received a Facebook message from a person representing a well-known author and speaker who has done quite well in the infomercial space. I was told their group was interested in meeting with me to explore the possibility of creating an infomercial that would feature me and teach people about the opportunity for making money on the Internet. Now I have received calls similar to this many times before. Usually it turns... Continue Reading

It's been said that the only difference between men and boys are the price of their toys. I don't know if that's still true, but I do know that I've always been into gadgets. Raised on video games (I remember when Space Invaders and PacMan showed up next to pinball machines), I've always had a thing for electronics. I owned the first cartridge-based video game system that didn't require overlays on your television screen. This... Continue Reading

Apart from Twitter's own terms of service which prohibit obvious things like harassment, transmitting viruses and spamming other members, there really aren't many rules to the site. You can essentially use Twitter however you like. However, for people and businesses who want to use Twitter successfully (eg: build a following and grow their circle of influence), there are a number of best practices that can be observed. I cover many of these in my book... Continue Reading

There are people who get things in life and there are those who don't, What's the difference? I find that those who get things and make more things happen are unafraid to ask for them. Whether we are talking about making the sale, getting a complimentary upgrade on an airline or getting a date, I find that there is an axiom that rings true across the board... "It never hurts to ask!" Continue Reading

There are those who start at the bottom of a company with the aspiration to rise to the top, and there are those for whom the words upwardly mobile do not apply. I encountered Mr. Latter attending to the United Skycap station in LAX today. My associates and I bring our bags to the guy and we go through the regular procedure. "What is your destination?", "Show me your identification" and "How many bags will... Continue Reading

I'm not a big fan of the major airlines. In fact I have written several entries that demonstrated poor customer service by United and American. However, I had a uniquely good experience on United a couple days ago and wanted to share it with you. I was traveling to Los Angeles with Joel Ownby and Tim Prince, en route to Yanik Silver's Internet Underground conference in Los Angeles. The three of us board the 737... Continue Reading

I'm in Las Vegas for Affiliate Summit and am looking forward to the a few days of networking and learning. And while I have nothing to say about the conference yet because it hasn't started yet, I do have an experience to share with you. As you know, I enjoy blogging about my customer service experiences... especially the bad experiences. Why do I do this? I place a very high value on customer service and... Continue Reading

Yesterday, I blogged about my experiences with American Airlines Aadvantage desk in regards to a change I needed to make with a ticket. Thanks to everyone who empathized with my plight. It appears I am nowhere near alone. Apparantly, Google is showing me some love. Check this out. Continue Reading

Does American Airlines have good customer service? Once again, I find myself on the "I can't believe this is happening" end of a telephone conversation with a customer service rep. Here's the story. I had booked a flight using reward miles to fly someone from Dallas to Denver in a couple weeks. As it turns out, he is going to drive here a few days early and won't require the initial leg of the flight... Continue Reading

If you read yesterday's entry, you'll see that we had a heck of a time getting home from Chicago to OKC. Our flight was cancelled and we ended up rescheduled for an 8:55pm departure. Of course, the flight didn't leave until closer to 9:30 pm. And then we sat parked outside the gate in OKC for 30 minutes waiting for the plane at the gate to leave. All told, it was twelve hours from door... Continue Reading

Citibank credit cards - I have them in my wallet. Why Citibank? Because these are American Airlines Aadvantage credit cards, and I charge absolutely everything in order to earn as many air miles on American Airlines as possible. I do a lot of traveling and enjoy flying free or upgrading to First Class when I can. But I am really upset with Citibank at the moment. Continue Reading

We awoke at 8 am so, preparing for our Thanksgiving journey to Chicago. You won't believe how smoothly that journey went. Continue Reading

Friends occasionally ask me which credit card I like to use. I have had dozens of cards over the years. First USA. Citibank. Bank One. Etc, and so forth. I have tried multiple programs. Cashback from Discover. Sharper Image store credit rewards from First USA. General Motors rewards (never did buy another GM vehicle). American Express privileges. And so on. I finally settled on Citibank Aadvantage card as giving me the most bank for my... Continue Reading