August 27, 2015

Are my tweets seen but not heard?

Recently, I was having a customer service issue with a company and could not get ahold of a single real human (only automated systems). Anyone else […]
February 6, 2013

Is the customer still always right?

I am a customer service snob, and I think I have the right to be. I have worked enough retail and hospitality jobs – and now […]
August 1, 2012

"What is…" Wednesday – What is Customer Service? #RoyalCaribbean Onboard

    The 50th anniversary cruise was a big success.  We had a wonderful time aboard Royal Caribbean’s Rhapsody of the Seas.  And from the minute […]
September 30, 2011

How to Lose Fans and Alienate Customers – Take a Queue from Netflix

If Netflix has done anything right in the past few months, it is how to turn a seemingly trust- worthy brand into public corporate enemy number […]