Smile! These wristbands at the Clinique counter at Macy’s promise that an associate will be able to “read your mind” — green for “I have time,” pink for “I’m just looking” and white for “I’m in a hurry.”
Would you wear a wristband if it could lead to better service? I asked the woman at the counter if customers were using the “smile” wristbands. [continue]
For the better part of the last year, I’ve thought United Airlines was a lost cause. The Continental Airlines merger couldn’t have gone worse, from a customer service perspective, and as much as I liked many of the people now working at the new United, it was difficult to say anything nice about the airline — let alone write anything positive. [continue]
When it comes to using technology to improve the travel experience, Vail Resorts is known as one of the most progressive resort companies in America. I’ve interviewed CEO Rob Katz several times about Vail’s EpicMix initiative, and RFID-enabled ticket system that integrates with social media. Version 2 of EpicMix goes live next month, and I thought I’d check in with him to see the progress. [continue]
They say imitation is the sincerest form of flattery.
If that’s true, then I should probably feel privileged that my old friend Bob Burns has started a “week in review” feature on the TSA site to highlight the positive things his agency has done – and presumably, to counter all of the unfortunate events I tend to write about every week in TSA watch.
But in this week’s post, Burns covers one event for which the TSA deserves to be recognized — and several that left me puzzled. [continue]
More are on the way. If there’s a retailer you don’t see, please and we’ll be sure to add it to the list.
And a note to anyone who works for these retail stores: We are posting these executive contacts in order to help your customers, not to embarrass you or to short-circuit the customer service process. These names are only to be used as a last resort.