Archive for the 'customer service' Category

One more reason Starbuck’s is in trouble

Wednesday, October 14th, 2009

The brand is only as good as the people who represent it.

This afternoon as I sat banging away at my increasingly unreadable keyboard while enjoying some overcaffeinated coffee confection at Starbucks, I was treated to a Starbucks job interview at the next table. Now, I’ve been charting in this blog all the MBA tricks that [...]

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The Panera Paradox: Don’t you want my money?

Saturday, May 16th, 2009

My customer service book is now in the polishing and fine-tuning stage. While the publication date is still well into the future (sorry, I’m not in control of that), I thought I’d start passing around some tasty little morsels culled from my upcoming opus. I’ll readily admit that the title, The Ten Commandments of Customer [...]

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