Category Archives: brand failures

What Netflix Forgot & Qwikster Reminded Us

Posted on October 10, 2011 by Ken Okel

DVD and online distributor Netflix finds itself in the customer service doghouse over its aborted decision to spin off its DVD service into a company called, Qwikster. It’s an embarrassing public relations goof that reminds some of the time when … Continue reading →

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Open Letter to Alpesh Chokshi, American Express

Posted on August 27, 2011 by Ken Okel

Dear Mr. Chokshi, Thank you for your recent welcome letter regarding my purchase of a PASS card from American Express. My family was excited to learn of a program that could allow teenagers the ability to securely pay for the … Continue reading →

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Whiner of the Week 8-18-2011

Posted on August 18, 2011 by Ken Okel

Just because you can do something doesn’t mean it’s a good idea. Case in point: General Motors has announced plans to make an electric powered version of the Cadillac. Yes, an American symbol of style and luxury will require the … Continue reading →

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Do Your Customers Think You’re Rice Krispies

Posted on July 18, 2011 by Ken Okel

Just because your business has been around for a long time does not guarantee that customers will continue to buy from you. For proof of this problem, let’s go into the kitchen and Clear the Path of some old-fashioned thinking. … Continue reading →

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The High Price of Free

Posted on March 28, 2011 by Ken Okel

Does your organization offer a lot of giveaways? While people love free stuff, do they equally love your company? When I ran the business operations for a professional ballet company, I learned about the phrase, “Paper the house.” This theater … Continue reading →

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Shopping: Not Many Happy Returns

Posted on December 29, 2010 by Ken Okel

I’m not a big fan of shopping but I do consider myself to be a holiday shopping expert. During my time as TV News Reporter, I spent many days covering, the first day of holiday shopping, last minute shopping, and … Continue reading →

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Do You Facebook Your Customers?

Posted on November 5, 2010 by Ken Okel

To Facebook – An unexpected and potentially unnecessary change that is made without any consideration of how it could affect customers. Recently fans of Facebook may have found themselves squinting at their computer screens when they visited the social media … Continue reading →

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Employee Hot Fudge Training

Posted on September 30, 2010 by Ken Okel

A Denny’s Restaurant may not seem the most likely place to go after a night of “liquid enjoyment” but that’s where a friend of mine and I found ourselves more than 10 years ago. We were on a late night … Continue reading →

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