One wrong doesn’t cancel out thousands of rights. The recent events with United Airlines pretty much sum up what’s wrong with the world today. It became the perfect storm of miscommunication, bad judgment, and lack of humanity. Everyone was right and wrong at the same time — well, the security guard was pretty much wrong…
In June 2015, Grant Thomas, a travel blogger, received an email from American Airlines. He had booked a flight to Chicago in October and had chosen a schedule that would allow him to arrive just before the start of a conference and leave as soon as it ended. The email told him that the airline…
Nothing is more important for businesses than getting customer service right. And Peter Shankman is one of the leading voices that helps brands understand how to provide effective customer service. In this episode of The Joel Comm Show, Joel and Peter discuss customer service and Peter’s new book Zombie Loyalists. They also go in depth…
I’m not the first person it’s happened to, and it’s not the first time it has happened to me. But nevertheless, it did happen a second time. [tbpquotable]Facebook closed my account[/tbpquotable] Back in 2009, Facebook closed my account because I was at my 5000 friend limit and I was messaging people who wanted to connect…
I’m a stickler for excellent customer service. Over the years, I’ve written about my experiences with a number of companies who I found to be lacking in managing my personal customer service complaints. American Airlines, American Furniture Warehouse and Arbonne have all experienced the consequences of what can happen when a disgruntled customer uses the…
The world is changing. But you don’t need me to tell you that. The Internet of today is a far cry from the one I launched my first site on fifteen years ago. Technology has made major advances, meeting needs of many, and exposing other needs yet to be met. Just in the past few…
I’ve been doing a lot of traveling lately. I’ve been from California to New York, to Utah and Seattle, and to Denver more times than I can count. In theory, none of that traveling should be necessary. Twitter, after all, is the ultimate networking tool. I can be sitting anywhere and by firing up Tweetie…
In my book, Twitter Power, I describe a number of different kinds of tweets that twitterers are posting on the site. I talk about news tweets and customer service tweets, random thoughts and feedback, and a whole lot more besides. I explain how businesses are using them, why they work and how to make them…
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…
What are people talking about when they talk about RSS feeds? Let me make it simple. In fact, let me make it REAL simple. RSS stands for “really simple syndication”. Basically, it is a format for distributing and gathering content from various sources across the web. This can include newspapers, magazines and ablogs. Using something…
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.
Before we left Oklahoma, we used to eat at Moe’s, a tex-mex fast food joint. It was pretty good. I especially liked the way they trained their staff to yell out “Welcome to Moe’s!’ every time someone walked in the front door. It made for a friendly environment where they recognized every customer on every…