Why Didn’t AT&T Apologize?

In this past Sunday’s The Haggler, (David Segal. “When Your Longest Call Is the One to Correct the Bill.” The New York Times, August 14, 2014), David Segal covered a particularly bad customer service experience with AT&T. To summarize: AT&T wasted countless hours of a doctor’s time while resolving a billing issue that had been going on […]

Read More...

Why David Segal got Corporate-Speak & Our Authentic Answer.

This past Sunday, The Haggler, David Segal (“Halving the Portion, but Not the Price.” New York Times, June 23, 2013) wrote about how companies protect their profits by reducing package volume while charging the same amount. In other words, 8 ounces of chocolate that were $2.89 are now 4 ounces, but the price is almost […]

Read More...

Here’s Why U.P.S. Failed the Top Haggler

David Segal’s “The Haggler” column in the 2/12/12 edition of The New York Times covered a few horror stories about U.P.S., all of which had one thing in common: a customer’s package was lost, and U.P.S.’s customer service was useless. The haggler conservatively estimated that if U.P.S. is truly exceptional at keeping track of packages […]

Read More...

Start delivering a great customer experience. Get the right metrics.

Don't forget your name
Don't forget your company
Required format: bob@example.com
Click this if you're not a robot.

Don't forget to check the box above. It helps us prevent spam.