Don’t you hate paying $.75 to put air in your tires? Me too. Especially when I don’t have any change on me. So, boy was I happy when I realized the air was free at a Chevron on my way to work yesterday. I was elated and immediately started asking the question, “why doesn’t every [...]
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United’s feedback phone number to be grounded
In an era where companies are beginning to adopt and embrace social media tools like Twitter, Facebook and blogs to listen to and interact with their customers, United Airlines has decided to eliminate its customer complaint and complement phone lines this April. Claiming research concluded that “people who e-mail or write us are more satisfied [...]
Is smoking bad for your business?
We all know smoking is bad for your health, but is it bad for your business, too? Here are three examples where, at the very least, the customer experience was damaged by a company’s lackadaisical smoking policies: Yesterday, two of my co-workers saw a cool bakery truck that caught their attention. The driver had on [...]
No bull: Marketing lessons from the ER
We had to take my four year-old daughter to the emergency room yesterday. No, there wasn’t an accident—but a really bad cough turned for the worse and we needed medical advice, pronto. We took her to Swedish Hospital’s Issaquah ER and got exactly what we were looking for, and more. Though we’d never been to [...]
Marketing matters in good times and bad
When we sold our last home, the market was strong. Prices were going up and houses were selling quickly. I briefly considered going the FSBO route, but we needed to sell fast and we didn’t want to go it alone. When we met our real estate agent, we thought he was a dream come true. [...]
Listen to your customers, or else!
Netflix Profiles makes if possible for customers to share a movie queue with one or more people in their household. So, for my three-movie pack, my wife I could each have our own queues, and we could have one for our kids to share. The movies would rotate, but it’s all on one account. It’s [...]
A burrito the size of a baby! No? Then show me your tortilla machine.
One of the best places for Mexican food in Seattle is Gorditos, on 85th in Greenwood. Their burritos are ridiculously huge, modestly priced and delicious. When I say huge, I mean a regular is big enough for two—a large would serve a small family. Here’s a photo and caption from a 2006 restaurant review in [...]
Don’t you wish your company could slow down the Internet?
How would you like your customers to line up to hear you talk about your latest product updates? Well, Apple fans have done just that in person and online awaiting news of the company’s newest upgrades and offerings. The blogosphere has been buzzing for days, and today, twitter has sporadically been slowed to a crawl. [...]
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