Posts under ‘Horrible Customer Experiences’

There is the scene in the ShamWow! commercial where the spokesperson pours cola drink into a piece of carpeting.  He then proceeds to suction up massive amounts of liquid with the fantastical Shamwow.  On watching the commercial a second time I notice that between the soaking of the carpet and the picking up the liquid […]

Which stranger would you go with?
There at the end of the pier stand two men. On the left is the wizened old man, white beard, sun toughened face, calloused hands. 
To the right stands the expert.  He oozes sophistication, education and professionalism. 
Again, which one would you go with?  The old man or the […]

Writing the next book.
My friend Janine Moon, an awesome business coach, gave a great insight.  “There are too many distractions in my office.  When I write I go to the local coffee shop.”
Day 1 - Starbucks - The words flow onto my laptop as my hot chocolate sits next to the iPod that is pulling […]

My friend Carol had to go back and see the Imax version of Avatar in 3D a second time last Saturday.
Carol, Glenn and I had gone to the morning show and it was awesome.  I think it represents the future of entertainment.  It is a true TransBrand.
A what?
Turn the clock back one hundred years.  Farmer […]

Don’t get me wrong.  I think Wal-Mart provides a great service for America.
Today I needed to pick up some prescriptions at my local Wal-Mart.  When I called to inquire on availability they informed me that the price was higher than I had been buying down the street at a K-Mart store.
“Why don’t you match the […]

It was 3:00 in the morning at a Marriott hotel in north Dallas. 
You know how you awake to that feeling that something is just not quite right.  I heard a loud argument through the wall to the next room, looked at the fire red clock display and thought, “Are you kidding me, […]

I came home from a Holiday get away to a cold house.  My Bryant furnace was on the fritz.  Told by the repairman that it was the “Cadillac” of equipment.  He then proceeded to tell me how I would need a new squirral cage fan and motor for $1000.  A new furnace is only $3000.  […]

Godiva has to have great looking products that stand on their own. They must, because if you take away the gorgeous packaging and the great looking products . . . the rest looks pretty bad.
I was doing sales training for a large group of executives in Reading, Pennsylvania.  I found out that Godiva has […]

There is a large medical care organization who approached me about working with their leadership.  A proposal was created and then, when my phone calls were not returned I got the message . . . “thanks, but no thanks.”
Now I am OK with that.  If you get 100% of all the business you are shooting […]

It was 2001 and the economy was in a tail spin.  I was my third year working for an I.T. company located in the Cleveland area.  My sales growth was only up 96% over the previous year . . . which was up over 230% over the previous year . . . which was up […]

Apple, long studied for their marketing and advertising has another winner.  Ah, those humorous PC versus Mac TV ads. 
I worked at the company that sold the first Apple computer in the country (serial # 11 by the way).  Over the years I have advertised, marketed, sold, managed the sales of tens of billions of […]

Customer Service is the minimum ante to get into the game.  It used to be what you strived for.  Not anymore.  Unless you are moving past customer service to Customer WOW and creating Customer Experiences you are behind.  This is a world where the customer is enveloped in a stage play like production that […]

Ah . . .the Customer Experience.The wedding, the graduation, the poor customer service, the stage play, the buying of that new appliance, the relationship with the visiting salesman, or the relationship you have with your doctor. 
Done right, they create experiences and events that change and mold our lives. They create drastic change in […]