Customers Do a Banana Split on Westpac
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…
Dealing with Complaining Customers
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…
Irasshaimase: Welcoming the Customer
Yesterday I had lunch at a sushi bar with a colleague. Having lived in Japan, many of the sights, sounds and experiences of the Japanese culture are second nature to…
The Customer is NOT Always Right, But…
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,…
A Song and Dance Experience Is Not A Great Product Experience
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…
Protection for the Coral Triangle
Thanks to Steph from Beautiful Oceans for tweeting about this. Australia's Environment Minister (and former Midnight Oils frontman) Peter Garrett is traveling to the Solomon Islands to work on protection…
The Qantas Premium Economy Experience
I recently had a trip to the US to attend the world's premier scuba diving business expo - DEMA Show 2009. Having made many trips across the Pacific over the…