Blog

What are they thinking?

April 25, 2011

As a shopper, which do you prefer: Easy and time-saving or cumbersome and time-consuming?

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A retail trend I don’t like

April 22, 2011

Are retailers better off tricking customers or playing it straight?

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Beware 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 […]

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Size 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 […]

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2011: 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: […]

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Hats 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 […]

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Renee’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 […]

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Renee’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, […]

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Pearl 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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I love being right, but..

April 11, 2009

If you know me, you know I love being right, but lately, I wish I weren’t right so often. When The Oregonian, interviewing me for […]

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