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Ann Handley

Writer. Speaker. Marketer.

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customer service

This Isn’t a Post About Delta Airlines

We all routinely deal with inconveniences and annoyances—so routinely that most aren’t even worth griping about half the time. We’re just that used to poor service, and mediocre treatment, and apathetic reps, and inflexible business policies, and Press 1* to Return to the Main Menu. The bar for impressive customer care is so low, in […]

Filed Under: Annarchy, Business, Technology Tagged With: airline customer service, airlines, airport customer service, algorthyms, customer care, customer experience, customer service, delta airlines, social media customer service

Jargon: A Marketer’s How-Not-to Guide

My daughter and I were at a college’s Accepted Students Day, which is basically where school administrators wine and dine prospective incoming freshmen in the hopes they’ll choose that institution out of all those a student might’ve been accepted to. The “wine and dine” bit would be metaphorical—because there is no actual wine involved. But […]

Filed Under: Annarchy, Business, Content Tagged With: admissions, college acceptance, content marketing, context, customer service, honesty, jargon, trust, we are all marketers

JetBlue: When a Marketing Slogan Is More Than Marketing Slogan

JetBlue

Most commercial air travel experiences are exercises in endurance, not anticipation: “I suppose vacation will be fun, but I really can’t wait to spend 6 hours bouncing around in a cramped tin tube getting there!” said no one ever. I would feel this way even if I didn’t hate to fly with a passion, which […]

Filed Under: Annarchy, Business, Social Media, Technology, Travel Tagged With: business travel, customer service, JetBlue, marketing, marketing slogan

Annecdote: Tea Time

Ohh Alright

It’s alarming to talk with someone on the phone and realize they suspect you are a liar. This past week I received, via FTD, a belated birthday package—a gourmet basket with some of my favorite things. Like tea, biscotti, and dried apricots. There was a warm message on the card accompanying it, wishing me lots […]

Filed Under: Annecdote, Humor Tagged With: birthday, customer service, FTD, Humor, online privacy, privacy

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