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Customer Service

Exactly What Was Wrong With the Comcast Customer Service Phone Call

You’ve probably heard this painful conversation between a customer trying to leave Comcast and a customer service rep struggling to keep him from doing that.It’s tough for me to listen to. I hear the customer’s frustration, and that’s bad enough, but if you listen to the rep, it’s even worse.My goal with this is to get to the heart of why a call like this happened so that others can perhaps avoid creating problems like this in their organizations.The...

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Customer Service

The Ticket Business Baffles Customers

I have talked about the Convenience Gap faced by our industry before, and how important it is to combat it by avoiding increased friction in getting people to shows and events.But when I see stories like this one, I’m reminded that it’s not just the logistics of going to an event that stump people. It’s the buying process too.The gist of the story is that people don’t know how to buy tickets to “concerts.” (You know it’s local media...

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Customer Service

Disney’s Price Increase: A Customer Service Move?

Disneyland’s increase to its prices and its reduction of the availability of passes for locals got a lot of attention last week.While most of the attention was of the "greedy bastards!" variety, I was thinking about the move from my own, strange perspective. First, since I think quite a lot about pricing tickets to things, I looked at it from that perspective, and second, since I really despise the crowds at theme parks, I looked at it from that...

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Customer Service

The Future of Customer Service?

One of the many ways we interact with customers at Goldstar is through Facebook. It's free, it's quick and the below example shows how effective it can be:

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Customer Service

The Wrong Side of the Convenience Gap

I’m going to ask you a question, and I’d like you to be honest with me about the answer. (Especially since you don’t actually have to say anything.)Imagine it’s lunchtime and you’re at home. Now think of two things that you sometimes eat: One that you eat because it’s convenient to get or inexpensive, and one that you really, really like. One that’s fine and meets your lunchtime needs, and one that you really enjoy.Got those in your mind?So...

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Customer Service

Sometimes it’s the Little Things That Make a Big Difference

Over on Seth Godin's blog he raises an excellent customer service point about wording the signs around your business (you know, the "no credit cards," "bathrooms are for customers only" that practically every establishment has in one form or another).The way you say these simple but essential phrases can make all the difference in both the image of your establishment and brand and how people act when they're there. Take a look at his suggestions for wording that works.

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Customer Service

When Bad Reviews Turn Into a Win

No one ever wants bad reviews, but in the live entertainment industry there's always the possibility that an audience won't respond to your show the way you would like. And then, what do you do? Ignore the comments, or use them to build a better event?A great example of doing the latter is haunted house/immersive experience The Purge: Fear the Night from Blumhouse Productions, makers of horror films Paranormal Activity and Insidious. The initial idea was a free-roaming house...

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