I shared a story back in September about a man who discovered his very expensive LEGO set was missing a bag of pieces. The company’s response was so good I had to write about it. Click here to read the story at inc.com. Discussion Questions: What is customer service? Why Read more…
Over the past few weeks, Delta Air Lines has been testing a new phone system to handle calls from customers. If you call, you might hear a pleasant voice informing you that the company is “testing an enhanced phone experience so you’ll notice a different main menu.” Click here to Read more…
Ford, following in the footsteps of Ferrari, is increasing its non-automotive merchandise in an effort to create a wider ranging brand. The company just hired Alexandra Ford English, daughter of Ford executive chair Bill Ford and great-great granddaughter of Henry Ford, to the newly-created position of global brand merchandising director. Read more…
The drive-thru is getting a makeover. Last week, Taco Bell announced it is launching a new drive-thru restaurant in Brooklyn, Minnesota called “Taco Bell Defy.” A 3,000 square-foot, two-story model, it aims to reimagine the drive-thru for the mobile era as the restaurant industry adapts to the demands of on-demand Read more…
Brands often fail to realize that a good customer experience starts with good customer service. And consumers won’t put up with it, according to the 2021 State of Digital Customer Experience Report. Of the consumers polled, 40% are likely to jump ship from cell phone, cable, utility or insurance companies Read more…
Target said Tuesday that it hopes to build on recent growth by investing about $4 billion annually over the next few years to speed along new stores, remodel existing ones and increase its ability to quickly fulfill online orders. That represents a step up for the retailer, which invested about $2.65 Read more…
Retailers and shipping companies have struggled to get shoppers’ holiday gifts delivered on time. Now, they’re gearing up for what’s expected to be a brutal season for unwanted goods headed back in their direction. Following a coronavirus pandemic-fueled surge in online sales, up to $70.5 billion worth of online holiday Read more…