Posts Tagged customer service


    Averting Service Disasters – Quicken Loans the Sequel

    July 7th, 2010

    Last week, I used my unpleasant mortgage application experience with Quicken Loans to demonstrate the danger of force locking in consumers instead of fostering loyalty. Since then, I have received some interesting communication from Quicken Loans. As a consumer, I emerged from the entire experience feeling OK again about Quicken Loans as a lender. While [...]


    Managing Customer Expectations

    September 7th, 2008

    This is a true business tale that I heard a while back.  A Japanese firm did not do very well one year and could not afford to give employees bonuses at the end of the year.  The management thought of a clever way to reduce dissatisfaction among employees.  First, news leaked out that there would [...]


    Real Life Disappointment with Second Life — the Sequel

    July 22nd, 2008

    My previous blog documented my disappointment with Second Life’s public relations. Here is an update on the situation. The day after my blog appeared, I received both a voice mail and an email from the lady at Lewis PR (her name should have been Kristin, not Christen as I had thought at the last writing). [...]