http://h-ym.com/blog What customers have to say about companies - the good, the bad & the ugly Mon, 09 Jun 2008 22:52:53 +0000 http://backend.userland.com/rss092 en Among the most frustrating parts of bad customer experiences is being unable to reach other customers and alert them to rotten company behavior. This blog is dedicated to giving customers a voice—and a loud voice. About Dick Lee In addition to twenty-plus years of consulting experience, customer-centricity and CRM consultant Dick Lee ... http://h-ym.com/blog/2006/11/22/customers-whack-companies-blog/ Early returns for holiday retail sales show Wal-Mart experiencing its worst sales numbers in ten years. That reflects the findings of David Mangen's and my recent research report, "Customers Say What Companies Don't Want to Hear," where survey participants rated Wal-Mart the bottom of the barrel world-wide for customer-satisfying behavior. The day ... http://h-ym.com/blog/2006/11/27/walmart-reaps-what-its-sown/ Is Intuit becoming the "new Microsoft?" Based on my experiences with the company over the past two days regarding QuickBooks Pro, I suspect so, and QB users should be forewarned regarding two issues. 1) QB 2007 Release 1 officially launched around November 1st. As of December 20th, we're up to Release 4 - if ... http://h-ym.com/blog/2006/12/21/double-jeopardy-for-intuit-users/ Reading this title might give some customers, especially departed ones, the shivers. Until recently, Best Buy customers were dollar signs with feet. However, recent visits to their stores have corroborated stories from a variety of sources indicated that this big box retailer now "gets it" about customers. Staffing levels are ... http://h-ym.com/blog/2007/01/04/could-best-buy-be-the-next-customer-service-champion/ Interested in the future direction of CRM? If so, make sure you visit Paul Greenberg's wiki, at http://crm20.pbwiki.com/. Excellent commentary from very experienced, high-level CRM practitioners (as opposed to software company execs). 90 uk loans home inloans a e cautomobile for a loan an fasta1 fast loansloans car aalife aaa term insurance ... http://h-ym.com/blog/2007/01/15/paul-greenbergs-crm-wiki/ If you'll look back to my previous post regarding Intuit's customer service issues, you'll quickly realize that outsourcing customer service offshore to service reps that: a) don't know QuickBooks; and b) don't understand basic double-entry bookkeeping; and c) don't speak English recognizably were the core problems. So while I was ... http://h-ym.com/blog/2007/01/31/intuit-apology-is-nice-but/ What are the three most important aspects of providing technical support? Train your people. Train your people. Train your people. Simple. But based on my multiple experiences last week - seven to be precise - Verizon Wireless doesnÁ-?t get it. IÁ-?ve actually praised Verizon in the past for the positive, ... http://h-ym.com/blog/2007/03/13/six-ding-dongs-and-a-golden-nugget-my-troubles-with-verizon/ While I designed this blog as a forum for sharing with readers the misdeeds of companies towards customers - this entry is about companies being bad to themselves, "bad to the bone" bad. What I'm calling "bad" is the shameful sales lead management performance of so many lead-generating, B2B companies. "Pitiful" is ... http://h-ym.com/blog/2007/03/15/more-bad-companies-at-least-when-it-comes-to-lead-management/ As those of you who've read previos blog entries know, the new customer service culture at consumer electronics behemoth Best Buy has really rung my bell. But a recent incident has pushed me past being a happy, loyal customer into "outspoken advocate" territory. And it's also created a striking comparison between ... http://h-ym.com/blog/2007/04/05/better-best-buy-and-why-circuit-city-keeps-losing-ground/ Blend some illogical technology with disharmonious technology-versus-user relations plus disharmonious user-versus-tech support relations topped with disharmonious tech support-versus-product relations and what do you get? Why, Logitech's Harmony home theatre remote that's supposed to control all home theatre components, regardless of make. And it does that - provided you're smarter than your ... http://h-ym.com/blog/2007/04/23/logitech-harmony-anything-but/