Customer service Archives


United Airlines — or Brands Behaving Badly

Tweet By now you’re probably aware of the situation: United airlines asked people to volunteer to take another flight Sunday because one from Chicago to Louisville, Kentucky was over-booked and some United employees “needed to get to Louisville.” When not enough people volunteered, United personnel started involuntarily choosing people. And when one man “selected” to […]

Brands Need to Be Able to Fail — but Not Screw Up the Customer Experience

Tweet I’m in Chicago for LSA’s Place Conference. I’m staying at an Embassy Suites downtown (Magnificent Mile location) a few blocks from the venue. But before I ever checked in Hilton blew it; they had a chance to create a great user experience but got it wrong. Here’s what happened — it’s classic corporate ineptitude: […]

FTD’s Big Mamma’s Day #FAIL

Tweet Much of the digital marketing discussion revolves around which brand or campaign is getting this or that digital media discipline right. But there are even more fundamental issues and lessons that have to be learned and re-learned by many brands. Basic customer service is unfortunately one of them. A case-in-point: my Mother’s Day experience […]

Retailers Need to Step Up in-Store Game — Amazon Is Gaining

Tweet Last week on the LSA blog I wrote that Amazon Prime (Now) was emerging as a true existential threat to local retail. In addition to its Prime Now app, the company has launched PrimeNow.com. The cost for two-hour delivery (where Amazon delivers) is nothing. For one-hour delivery it’s $7.99. Tipping the driver is optional […]

Service for a Price: Most Brands Take a Shortsighted Approach to Customer Care

Tweet Customer service is one of my “issues.” Despite lots of data showing its importance to brands and marketers, it remains elusive — most customer service experiences (on the phone or in stores) are mediocre to bad. And most brands pay insufficient attention to service, despite their lofty rhetoric to the contrary. What triggered this […]

No Longer Any Separation between User Experience and Brand Perception

Tweet UX is the new branding. And just as marketing and media spending must now be addressed holistically, companies must consider customer experience and increasingly the digital experience as the core of their “brand strategy.” In the pre-internet heyday of traditional media, brands and their user experiences were largely separate. Corporations carefully controlled brand perception […]

Stop the Madness: Contentmania Must End

Tweet For quite some time I’ve been besieged all manner of “content.” More companies and their PR firms are producing more content than ever before: infographics, reports, surveys, blog posts, contributed articles and so on. A very tiny percentage of it is good or useful; most of it is a waste. I would argue the […]

For Most SMBs Customer Service Matters More than Ad Performance

Tweet The two main causes of small business (SMB) advertiser churn have to do with poor (perceived) campaign results/performance and customer service frustration. These are captured in the LSA-research chart above. But these same reasons are repeatedly cited in other research. I’ve had a number of conversations with various sales organizations recently that suggest customer […]

Survey: Consumers Prefer to Shop Local but Expect Digital Sophistication

Tweet Most consumers¬†would generally prefer to shop and buy from local/small businesses but they also want those businesses to be digitally savvy. That’s according to a survey by Yodle of 6,000 US adults released in late June. The following are the¬†top 10 reasons to use or stop using a local business according to the survey […]

It’s the User-Experience Stupid: Why Uber Is Destroying the Taxi Industry

Tweet Perhaps no market has been more quickly “disrupted” than that of taxis and chauffeur-driven cars. Whatever you want to say about the company’s ethically challenged management, Uber has delivered a fantastic consumer experience all the way around and become a global phenomenon in a very short period of time (since 2010). Uber is being […]