I was recently interviewed by News 97.5FM on this topic.  Most of what I said was reiteration of the earlier blog entry on social couponing.  The interesting part is when small business owners called in to express their views.  The few that called didn’t have a positive experience with social couponing.
You can listen to the [...]

Last year I switched to a new land-line telephone service provider.  For years I was overpaying with my previous telco.  Over an 18 year period, I reckon I’ve spent at least $36,000 with this company.   Finally, one day I called customer service and asked them why they were overcharging me when lower rates are available.  [...]

Recently I conducted a training seminar for managers from several organizations on “Managing Customer Satisfaction and Loyalty.” The participants came from SMEs, large businesses and the non-profit sector. I asked the 30 participants if their organization measured customer satisfaction on a regular basis - two-thirds did not! How does one run a successful [...]

Sprint made news lwhen it sent “you are fired” letters to about 1000 customers who, the company claimed, made excessive amount of calls to customer service. Apparently, these 1000 customers combined made more than 40,000 calls a month in total! See a termination letter sent to a customer. Notice Sprint’s attempt to make [...]