AT&T Wireless Keeps Our Trust by Providing Outstanding Customer Service and Listening to Us

As regular readers of this blog will know, I’m not shy about expressing my likes and dislikes, especially when it comes to customer service.  I’m happy to report that AT&T Wireless, which in my case is our cell phone/mobile phone (pick your term depending on what country you live in) provider and has been for [...]

This is How Starbucks Rewards My Loyalty?

Update 10-22-09:
I’m still not impressed with the Starbucks Rewards program.  Karen received one of Starbucks’s key chain loyalty cards several weeks ago with few dollars loaded on it, but I still haven’t received one, and I spend a lot more at Starbucks than she does (because I’m the one who usually who goes out to [...]

Northwest Airlines/Delta Says it’s Sorry and Does so Quickly

Update 4-22-09:
In another post on this blog,  I stated that flying stinks.  Well, last night on the flight home from Detroit to Raleigh/Durham, this was literally true.  I once again contacted Northwest Airlines/Delta about it, and they responded even more quickly than they did when I provided feedback back on October of 2008.  Even thought [...]

Financial Services Firms Will Need to Work Hard to Regain Trust

These survey results are from a firm headed by one of my college classmates and friends, Bill Haynes.  They reinforce the fact that financial services firms are in a world of hurt when it comes to regaining the trust of their stakeholders:
BOSTON, MA–(Marketwire – March 10, 2009) – Financial services firms need to work [...]

Northwest Airlines Continues to Build My Loyalty

Flying stinks these days, no matter what class of travel you fly.  I’ve flown way too much over the past two years, both domestically and internationally, and I have to say this country needs to build world-class high speed rail service for any trip under 1000 miles.  Until that happens, however, I’ll be flying.  That [...]

UGGs! Where are you?!

Our 14-year old hoards her allowance, rarely spending money on herself, except now for her all-important golf clubs and accessories.  So, when she decided to spend some of her allowance and Christmas money on herself, we were impressed–it is hard to move that money from her hands.  But, we had one snag—she wanted UGGs and [...]

Discount Tire: Sometimes There is Such a Thing as a Free Lunch!

Recently, following a heavy rain storm, there was a nasty accident on Interstate 40 as I was driving from Raleigh to Durham.  The people in the SUV appeared to be unharmed, thankfully, but there was a lot of debris scattered over the freeway.  I managed to avoid most of it, but did drive over something [...]

Best Buy’s New Customer Loyalty Program has a Black Eye

We have spent a lot of money at Best Buy over the past year, mostly because we purchased a new LG Steamwasher and Dryer when we moved into our home last summer.  We also go there to buy computer periperhals and other items. So I was pleased to see that my customer loyalty was rewarded [...]

Airlines Have Lost Our Trust

I didn’t need today’s NYT article on the money-grabbing efforts of the airlines to remind me what failures they are when it comes to satisfying customers, but it least I know I’m not alone:
Add it all up, and the landscape for air travelers has changed drastically. The shift causes veteran customer service experts to shake [...]