Category Archives: Cluetrain

Great Customer Service from Apple

Posted on 17 January, 2012 by admin

Over the past few years, I will have to admit to becoming quite the Apple fan! I enjoy the technology, but I really think the thing that keeps me coming back is the way that every experience, in product and … Continue reading →

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Brand Trust: Easy Come, Easy Go

Posted on 19 January, 2010 by Des Paroz

I was shopping at a Woolworths Supermarket in Sydney recently, looking for a peanut butter that is 100% crushed peanuts – the Sanitarium product I had like has not been on the shelves for a couple of months. In the … Continue reading →

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The Opportunity of Complaints

Posted on 23 December, 2009 by Des Paroz

Australian airline Jetstar recently got media attention when a gate attendant apparently acted rudely to a customer, actually several customers, while they were boarding a flight from Sydney. The fracas was apparently over carry-on luggage. When the customer, a Ms … Continue reading →

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Build Walls To Keep Customers Out

Posted on 14 December, 2009 by Des Paroz

At the recent DEMA 2009 Show in Orlando I spent a fair amount of time walking the floor of the tradeshow looking at the various exhibitors. Apart from looking at the products and toys on display, and meeting great people, … Continue reading →

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Customers Do a Banana Split on Westpac

Posted on 11 December, 2009 by Des Paroz

One key theme that resounds in customer service is that there is rarely any benefit to be gained from telling a customer that they’re wrong. I have to add another to that list – there’s rarely any benefit to telling … Continue reading →

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Dealing with Complaining Customers

Posted on 6 December, 2009 by Des Paroz

I had an experience recently where I had cause to complain about a product to its manufacturer. This particular product is an iPhone Twitter application, and its maker it a prominent Twitter user. I emailed them with my comments and … Continue reading →

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The Customer is NOT Always Right, But…

Posted on 30 November, 2009 by Des Paroz

There’s an old saying in the marketing world that suggests that “the customer is always right”. Since no-one can be right about everything, this saying is clearly fallacious. In fact, as a general rule, companies that produce products and service … Continue reading →

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A Song and Dance Experience Is Not A Great Product Experience

Posted on 23 November, 2009 by Des Paroz

I was amused to see this Youtube clip (tweeted by @RichardGiles) showing the “spontaneous” breakout into song by staff members at the new Microsoft Store in Mission Viejo, California. Watching this video I see several branding and marketing lessons. Firstly, … Continue reading →