Finally! A concept and a service I love. My first time using Uber was here, in Amsterdam. The technology, to the user, is flawless and creative. The cars are pristine luxury cars and the drivers are immaculately dressed, and professional. And it is a … [Read more...]
From the Archives — June 2014
June 11, 2015 by
Invite Feedback (originally posted June 6, 2014 http://www.5oclockreflections.com/invite-feedback/) Most companies avoid looking at themselves through the eyes of their customers, because they are scared of what they are going to find. … [Read more...]
Switching Costs
April 27, 2015 by
There are primarily two drivers of customer loyalty. One, an organization's ability to create value with it's products and services. The other -- loyalty by default. The unwillingness of a customer to switch between brands, or service providers, … [Read more...]
Service Disconnect
April 14, 2015 by
I called United Airlines and spoke to a 'customer service' representative in Panama. When I called BrightHouse Networks, I spoke to a representative in Mexico. Common theme? Pseudo American names for service representatives. Strong accents. … [Read more...]
