Browsing Category : Customer Service

Yet Another Social Media Misunderstanding


Today I saw an article float by in the Twitter river: “Why do only 7% of managers consider social media skills most important for employees?” Go ahead and read the article, because the attitudes are pretty interesting. The author, however, conflates a couple of things and winds up 180 degrees from the direction he should be facing. First, “social media”…

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Cagematch: Synology vs. Drobo


This post is a long time coming and is extremely overdue. The only reason why I am finally getting off my rump and writing something is because today I was forwarded an open letter, “mea culpa” article written by Tom Buiocchi, CEO of Drobo on Scott Kelby’s site. Now, I only got the link to Mr. Buiocchi’s response, and I…

Open Letter to Continental Airlines


I need to write to describe my increasing displeasure with Continental’s merger with United as it relates to declining customer experience. For years I have promoted Continental’s¬†exemplary customer service and stellar commitment to rewarding loyalty, and have deliberately shifted all of my business to Continental. In 3 of the past 4 years I have achieved Silver or Gold Elite, and…

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