Inciter | CRC
3
archive,paged,author,author-admin,author-3,paged-7,author-paged-7,ajax_fade,page_not_loaded,,select-child-theme-ver-1.0.8,select-theme-ver-1.7.1,smooth_scroll,wpb-js-composer js-comp-ver-6.0.5,vc_responsive

Are All Customers Created Equal?

Are all customers created equal?Many businesses have a "one size fits all" approach to customer service. If the service is good, then customers will be satisfied with their experience, right?But it's not that simple. What works for one customer may not do the trick for another. Different customers value different aspects of a service.Anderson, Pearo and Widener discuss the concept of service-dominated logic in their recent article, Drivers of Service Satisfaction, published in The Journal of Service Research. The authors looked at different segments of airline passengers, to find out how gender, age, income and flying experience impacted their satisfaction with flying.Here are a few of the things that they learned but looking at a database of over 20,000 airline customers:While income did not have a big impact on how...

Read More

Go the Extra Mile

It's a no-brainer, don't you think? That a company should try just a little harder to make their customers feel special? And I don't mean "flowers and candy" special, just a little something thoughtful. The kind of every day little things partners do for each other (if they have a successful partnership).As you may have noticed, the CRC website was hacked earlier this week. We had it back up and running within a couple of hours. Our website technician explained that the hackers had added popular keywords (mostly related to sex and prescription medicines) and then directed bots to keep hitting the site. It was a purely destructive act designed to shut down the site. What happens is, the site gets overloaded, and Network Solutions servers notice this overload, and...

Read More

Just like Sisyphus

A colleague of mine recently had a problem with her new Toshiba laptop. Actually, she had many problems lasting many months that resulted in the replacement of most of the components of the laptop before it would work properly. During her initial phone consultation with Toshiba's help desk, she was told to restore the operating system. Now, I don't know if you've ever had to do this, but it basically involves wiping out your entire hard drive, re-installing Windows, and re-installing all of your OTHER software as well. It can take the better part of a day to return your computer to its original state.But it's worth it if it works, right? The problem was, restoring the system didn't work. And every time she called Toshiba after that, they would...

Read More

Oh, Verizon

Just the other day at the Baltimore Business Journal's Best Places to Work Luncheon, I ran into a colleague who had recently moved. He had a horror story about Verizon. Just like many other people I have spoken to, and consistent with my own experience, Verizon delayed the connection of his new service, left him without service, and forced him to make literally more than a dozen calls to their customer service center. Verizon suffers from the basic inability to pretend they care that you don't have service (See, if you don't care, at least fake it. Sometimes they give you a lackluster "I'm sorry". Verizon regularly violates rule number one of addressing customer complaints, "Be accessible to your customers". When people have to wait 30 minutes to speak to...

Read More

Wal-Mart? Really?

A recent Fast Company blog talked about Wal-Mart's practices, which often force other smaller companies out of business. Wal-Mart has a bad reputation for how it treats its vendors and its unfriendly behavior toward employees.As a native of Arkansas, I remember the days when Sam Walton used to drive around in his beat-up old pick-up truck and they took the magazine Tiger Beat off the shelves because they thought it was too racy. I've seen small towns altered by the presence of Wal-Mart and watched as people slowly transitioned from visiting small (and not so small) neighborhood stores to shopping at Wal-Mart for everything from paper towels to groceries to car tires.So I was surprised to read that Wal-Mart is further enhancing it's newly minted green credentials by creating an environmentally...

Read More

If you don’t care, at least fake it

The other day I had the illuminating experience of dealing with two car rental companies in the same day. I had booked a Zipcar for a trip to Richmond to meet with a client. I needed a reliable car service that I could catch from the train station in Washington, D.C. and the Zipcar system is really an amazing one. Zipcar has cars located strategically close to public transportation systems in urban areas and college towns. The idea is that once you are a member of Zipcar, you use the online registration system to book the car, then just show up with your key card, get in, and drive away. So this particular morning I arrived at the train station in Springfield, Virginia and there was no Zipcar there.None. As...

Read More