Customer Satisfaction: Fixing Small Problems Before They Become Big Ones

Denial, the old saying goes, ain’t just a river in Egypt. That rattling sound you hear when you drive your car? Ignore it — maybe it will go away. That pain in your back? Probably caused by sleeping in an awkward position last night. Feeling sluggish? Grab another cup of coffee. Sometimes it’s nothing, but […]

Celebrating a Milestone? Show Your Customers How Much You Care!

The ads still startle 50 years later. As recounted in Bill Bernbach’s Book, Mobil Oil was celebrating 100 years of operations in 1965. The company earmarked $1 million (a lot of money back then) to commemorate the occasion. The chairman of Mobil met with Bill Bernbach, the legendary creative director of the Doyle Dane Bernbach […]

How Utilities Earn the Benefit of the Doubt

The horn sounded and another terrific North Carolina-Duke basketball game was in the books. I’m a Tar Heel fan, so I was happy North Carolina won. The team’s margin of victory came from the free-throw line, where it had 20 more attempts than Duke. Carolina players spent so much time at the free-throw line you […]