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…

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…

In November I travelled to the US for DEMA 2009 in Orlando. During a stop over in LA, I signed up for a T-Mobile HotSpot account so that I could…

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…

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…

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…

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…

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,…