by Steve Miller | Apr 9, 2017 | bad customer service, bad marketing, customer service, Sears, Uncategorized
Two weeks ago I posted a video about the decline and fall of Sears. My weekly video is normally watched by a few hundred small business people, but the Sears video has well over 3000 views (as of 4/9/17). And mine isn’t the only YouTube video about Sears....
by Steve Miller | Mar 26, 2017 | bad customer service, bad marketing
Apparently, Sears has failed. The big news in the business world this week was the announcement from Sears that they were probably not going to survive. Once the largest retailer in the US with over 500,000 employees, Sears appears to be on its final death spiral....
by Steve Miller | Mar 1, 2017 | bad customer service, branding, experience marketing
The Best Picture mess up has caused quite the brouhaha in the media. Lots of finger pointing and mea culpas…especially from Price Waterhouse Cooper. Stepping back a bit was it really a big deal? Nobody died. But maybe there’s a good lesson for businesses...
by Steve Miller | Sep 19, 2016 | bad customer service, experience marketing
I spent last week at the massive IMTS exhibition in Chicago. Instead of using Uber, I chose to use the Chicago cabs. What a mistake! Watch my rambling (RANT) this week about their terrible customer service and learn what business lessons we can all take away from my...
by Steve Miller | Sep 6, 2016 | bad customer service
Last week my good friend, Mark Sanborn, had a bad customer service experience with American Airlines. As happens too often, AA handled it badly. Watch Mark’s Facebook rant and the lessons we can learn for providing better service to our own customers. Please...
by Steve Miller | Aug 31, 2015 | bad customer service, customer service, the customer
Several weeks ago Bill Herman, Event Development Director for the Association for Manufacturing Technology, shared a bad customer service story. I should have posted this right after he sent it, but my procrastination has been rewarded with my own congruent...
