Bad customer experiences can be great opportunities to transform not-wow into wow. When people have a bad customer experience, their expectations are lowered. Usually, this results in the customer abandoning the product or service and moving to a competitor.
In: Leadership
Tags: AT&T, Comcast, customer service, Initiative, Leadership, WOWBy now, you have no doubt heard about the new Apple iPhone 3G S. It looks pretty cool, but I’m not too excited about the pricing—at least for existing AT&T customers. At any rate, Julian Smith, a very bright, young filmmaker, did a video tribute to the new device last week. You may remember Julian: he’s the one who created the popular 25 Things I Hate About Facebook.
In: Miscellany Tags: apple, AT&T, iphone, iPhone 3G S, Julian Smith, TechnologyI am the Chief Executive Officer of Thomas Nelson Publishers, the largest Christian publishing company in the world and the seventh largest trade book publishing company in the U.S.
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