Companies exhibit a baffling level of incompetence in the customer service realm. Baffling because one assumes some things are “understood” and “accepted” norms of running a company. However, a recent encounter with a national retailer convinced me I must be wrong. These must be fundamentally difficult concepts not readily apparent [...]
A friend of mine relayed a recent experience with Ikea and the first thought that popped into my head was – ugh, a customer experience dead end!
He’d purchased some furniture like chairs, tables, bed, mattress etc. The majority of the furniture shipped on time, arrived early, and was easily assembled as advertised. [...]
Watching JCPenney’s fall from grace has been like watching a car wreck. Like others, this wreck could have been avoided with more focus and less hubris.
Here are some nuggets of wisdom a (highly compensated) CEO is learning the hard way as expressed in their earnings call:
“…we learned [...]