Sep 16, 2009
Posted in Customer Service, Marketing | 3 comments
There was a story today about how Blockbuster will be closing upwards of 1,000 locations by the end of 2010. My question is “Why wait”? We decided years ago after being treated poorly by Blockbuster to stop giving them our money. Between Redbox, Netflix, and various on demand options – we decided that Blockbuster didn’t deserve us as customers.
It’s bad enough that technology has turned against Blockbuster, but what they failed to do was create loyalists out of their customers. I know I definitely felt Blockbuster was a necessary evil and as soon as I had the chance to be rid of them, I was. If you develop a brand, a service, a product that evolves into a relationship that your customer values, then those customers will follow you onto your next venture.
Blockbuster’s other problem is that it didn’t innovate it’s service soon enough. Netflix has 10 times as many users, connects through set-top boxes and Xbox, and streams to PCs and Macs. Meanwhile Blockbuster is stuck in the 80’s. When they finally go under it will be met by “ho-hum” from me.
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Jul 17, 2009
Posted in Customer Service, Marketing | 0 comments
Note to PNC – don’t ask a question you don’t want an answer to.
Today I called PNC because my wife received a debit card with her maiden name on it. They could see that a mistake was made, but I was told she has the call (I was hoping to save her from having to). They could see they sent the wrong card, but wouldn’t do anything about it – even though we’re on the same account, even though I answered all the security questions. So at the very end of the call the customer service rep asked me “are you satisfied with the results of the call?” Of course I said no, to which she said “sorry” and hung up.
Question – why ask me if you’re not prepared to do something about anyone who says no?
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May 6, 2009
Posted in Customer Service, Philadelphia | 0 comments
On my way into Philly to meet some former co-workers for a drink. I’m taking SEPTA public transit and I’ll give them props when deserved but today the deserve complaints. SEPTA charges extra for buying tickets on the train but provides no way to buy tickets ahead of time at most stations. No online e-tickets, no ticket machines, and few ticket counters with decent hours. What’s worse is that SEPTA tickets expire, so you can’t buy a few in advance and just keep them around.
In this day and age, with all the technological advances available this simply makes no sense.
SEPTA – you can do better than this.
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Apr 19, 2009
Posted in Customer Service | 2 comments
One of the signs of this recession is that every business that’s still in business is becoming much more aggressive about generating sales. It’s a tough time to be a customer because businesses are desperate, and treating customers with respect is a thing of more prosperous times.
I wanted to receive Amazon’s MP3 newsletter but the only way to receive that newsletter is to sign up for Amazon’s product emails. These emails are based on previous purchases. Though I’ve bought a lot of varied products over the years, I decided to take a chance and subscribe; what a mistake. At least an email every day and the subjects seemed to be scattershot. One day Blu-ray videos on sale, the next grocery savings; one day netbook savings, the next summer reading.
The problem with Amazon’s approach to database email is that they assume everything I’ve purchased from
Amazon in close to 10 years of purchasing, indicates my interest in that product. Note to Amazon: the Dance Revolution I purchased for my niece a few years back would only be an indication of products I would not be interested in.
With all of the power and might of Amazon, all the information they have, they can do better. How about basing this incessant emails on the products I purchase the most? How about giving the customer broader options when opting into emails? How about allowing customers to choose an email frequency? Instead Amazon has decided it’s best option is to drive sales by nagging the customer until the submit.
Or turn them off.
As it stands, I decided to opt out of all emails from Amazon because in two weeks Amazon annoyed me, and if they could offer me an email option that was more tailored to my interest, maybe they would be able to make more money from me, and others like me.
I guess it’s a good thing, I could do to save more money.
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Aug 12, 2008
Posted in Customer Service, Philadelphia | 0 comments
I will never ever again take the ferry to Camden to see a show. I’ve waited over an hour and just finally got on a ferry. There’s only on ferry, so if you can’t get on one because it’s full, then you need to wait 30 plus minutes for the next one. This is what they call express service. I needed to allot at least two hours to get to the show on time.
And there are still people who are probably going to miss this one.
Never again. Do not take the riverlink ferry if you don’t have hours to kill.
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