Each year, the Chick-Fil-A restaurant chain, famous for its tongue-in-cheek ads featuring cows urging folks to “eat more chicken”, has a Cow Appreciation Day. Customers who come in dressed up as cows eat and drink for free. Anybody wearing anything with a cow pattern – hat, cap, shirt – gets a sandwich free. Last year, [...]
Tag Archives: Customers
Beware of the Natural Entropy in Customer Service – How to Prevent Incremental Degradation
By Michael Masterson One of the first things I did upon taking on AP as a client was call his customer service line, pretending to be a customer. The phone rang eight times before it was picked up. Then I was put on hold. Then someone answered by saying, “What?” This was an $8 million [...]
