@Hertz: The Virtual Agent Lightens the Pain of Waiting
I’ll admit it; I hate waiting. I try to be patient, yet I am spoiled by the immediacy of everything.…
Category: knowing your customers (page 2)
Sea World presents a charming day…with a catch
I am surrounded by Cookie Monster, Elmo and Bert, as they dance to a catchy tune about letters and numbers.…
Blackberry’s customer service misfortunes
With my flight hours away, and my departure gate in sight, I decided to move off the main pathway of…
Get personal and watch a person light up
The scene: Two workers decompress over a beer at a local conference’s happy hour. “So, what do you do?” says…
@ Best Buy, it’s the stuff that brings them in….
Since when have we become so ‘accessorized’? Recently, I visited a Best Buy and expected to find wall after wall…
When’s the last time you talked with your customers?
Have you heard someone say?: “To have a friend, you need to be a friend.” Can this quote be repurposed…
Dell wants us to do more; I vote for less
Standing in the long, plodding security line at the Austin Bergstrom International Airport, I glanced skyward. What else is an…
Tell a good story and you’ve got a customer for life
I have plenty of fun doing nighttime baths with the kids. In kids’ bathtubs, animals, boats, floating books take up…
Give the dog an effectively-marketed bone
A yellow bundle of energy (dog) arrived at our house a few months ago. She’s cuddly, adorable, and sleeps more…
A manual or no manual; that is the question
My parents jumped into this techie world with both feet. They purchased a slick, responsive Droid phone. I had a…
Intellivision to Facebook: Gaming grows up
I’ve never been a good video game player. Dainis, my friend from down the street, used to beat me soundly…
You scream, I scream..we’d like to scream for Baskin Robbins, but…
I have many pleasant memories that center around ice cream. My brother and I feverishly collecting those miniature baseball helmets…
The power of buttered popcorn
People don’t go to the movie theatre to eat carrots and celery sticks. Part of the ‘experience’ is sinfully consuming…
Randall’s brings reason to a 3-ring grocery shopping circus
Have you seen this before? The scene is your local grocer. Mom or Dad scrambles for the groceries while their…
Using Psychology to Get People to Choose You
There are a few guarantees in the life of marketing. Most companies shout, yet very few companies listen. Your customers…
What a tapir and termite taught me about the power of interaction
There are just some days that you’ll always remember. Months, even years could pass, yet a few singular days remain.…
Are you going Strawberry Shortcake on your customers?
Target is often my ‘home away from home’. There are weeks where my family visits the store ‘at least’ 3…
Audience 101: Talk with us, not at us
Shortly after the calendar flipped from 2010 to 2011, our family attended our neighborhood’s church for an uplifting Sunday morning…
Chuck E. Cheese’s childhood magic leads to adult dullness
If there’s a children’s birthday party frequent flier club, I am approaching medallion status. When I walk into the Castle…