June 17, 2009
Yesterday I had a meeting at Gillette Stadium as part of planning the Inbound Marketing Summit. As we took a tour of Patriot Place, a collection of shops and restaurants attached to the stadium, I was shown the Showcase Cinema de Lux. It was explained to me that this movie theater offered a "lux level" ticket which allowed you private access to a balcony level of the theater with private servers, full food and liquor menu, oversized plush chairs, and a handful of other amenities. Yeah, ok, right.
May 6, 2009
Is it possible to provide great customer service without ever speaking to your customer? I think so. Actually, I know so. Since its inception, I have been a regular customer of Netflix. There have been a couple times where I've canceled the membership because of traveling, moving, etc but I've always come back. Why? Well, beyond the fact that it's a genius system for a great price, I have always loved their care for the customer experience. I've never talked to one representative at Netflix. Do they even have customer service reps? I'm sure they must have to but I've never had a need to go looking for a number. Yet, I always feel like they are continually trying to improve customer service thus improving the overall customer experience. How so?
November 24, 2008
We interrupt this blog for a very important post about customer service and the importance of word-of-mouth.
