Category Archives: dealing with customers

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 →

Posted in brand failures, branding, customer service, dealing with customers, Uncategorized | Tagged , , , , , , , , , , | 2 Comments

In Business Your First Impression Could Be Your Last

Posted on July 11, 2011 by Ken Okel

Ever wonder why some businesses are losing customers when they offer the same specials as their competitors? The answer, for brick and mortar stores, can often be found in the waiting area. Too often a business will spend thousands of … Continue reading →

Posted in business communication, Clear the path, customer service, dealing with customers, marketing mistake, Uncategorized | Tagged , , , , , , , , , , , , , | Leave a comment

Stamp Out the Post Office and its 46 Cent Folly

Posted on July 7, 2010 by Ken Okel

Imagine a business that consistently loses money, plans to cut services, and charges customers more money for those services.  In most cases it wouldn’t survive very long.  But for the U.S. Postal Service, it’s business as usual. The news that … Continue reading →

Posted in 10 billion dollar debt, changes in the workplace, dealing with change, dealing with customers | Tagged , , , , , , , | Leave a comment

Is Your Message Consistent?

Posted on November 25, 2009 by Ken Okel

Imagine that you’re enjoying a meal with a friend in a restaurant.  Your friend is nice and charming to you.  But when dealing with the server, he or she suddenly becomes quite rude and demanding.  You have a front row … Continue reading →

Posted in brand failures, comcast, customer service, dealing with customers, ken okel | 3 Comments