What are they thinking?
April 25, 2011
As a shopper, which do you prefer: Easy and time-saving or cumbersome and time-consuming?
Read MoreA retail trend I don’t like
April 22, 2011
Are retailers better off tricking customers or playing it straight?
Read MoreBeware of LinkedIn!
February 13, 2011
The lesson: If you want to invite people you know to “connect” on LinkedIn, don’t use the section that says, “Enter Email Addresses.” This is […]
Read MoreSize DOES Matter: The Pop-up Principle
January 31, 2011
Everybody did it: Borders, Burlington Coat Factory, Dick’s Sporting Goods, Toys “R” Us and others all opened “pop-up” stores for the holidays. This year, Toys […]
Read More2011: The Year of Improved Customer Service?
January 2, 2011
It may be that the economy is, in fact, reviving, but we definitely are not “there yet.” My prediction for the coming year—maybe longer—is this: […]
Read MoreHats off to American Express!
September 12, 2010
Recently, I had to place a call to American Express’ customer service. First, my problem was solved right away. Second, almost immediately thereafter, I received […]
Read MoreRenee’s Rule™: There’s more to customer service than being nice.
July 11, 2009
I have concluded that the vast majority of companies today either do not agree with and/or do not care about and/or are clueless about how […]
Read MoreRenee’s Rules™ for the Recession
July 3, 2009
Both national and regional bankers have told me recently that they expect a second wave of troubled companies…..For those companies that may be at risk, […]
Read MorePearl Ace Hardware: A beacon of hope in an ocean of dreadful customer service
June 6, 2009
When I’ve abandoned almost all hope of ever finding good customer service anywhere ever again, I stop by Pearl Ace Hardware to reassure myself that […]
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