Tag Archives: Customer Relations

The New York Times 9:00 am on June 21, 2022
Tags: , , Customer Relations, , , , , , , , ,   

Tesla Is Forcing the Auto Industry to Rethink How It Sells Cars

Tesla shifted to selling cars entirely online in 2019. Now, some established automakers, like Ford, are talking about taking a similar approach.

#automobiles, #computers-and-the-internet, #customer-relations, #e-commerce, #electric-and-hybrid-vehicles, #farley-james-d-jr-1962, #ford-motor-co, #lucid-motors-inc, #musk-elon, #rivian-automotive-llc, #shopping-and-retail, #tesla-motors-inc

The New York Times 7:00 am on June 6, 2022
Tags: Alex Atallah, , , , Customer Relations, Devin Finzer, , , OpenSea (Ozone Networks Inc), , , ,   

Thefts, Fraud and Lawsuits at the World’s Biggest NFT Marketplace

OpenSea, one of the highest-profile crypto start-ups, is facing a backlash over stolen and plagiarized nonfungible tokens.

#alex-atallah, #art, #collectors-and-collections, #computers-and-the-internet, #customer-relations, #devin-finzer, #monkeys-and-apes, #nonfungible-tokens-nfts, #opensea-ozone-networks-inc, #plagiarism, #start-ups, #venture-capital, #virtual-currency

The New York Times 7:55 pm on April 13, 2022
Tags: , Customer Relations, , , , , ,   

Etsy and the Sameness of Internet Fights

How much should the middleman get?

#computers-and-the-internet, #customer-relations, #e-commerce, #etsy-inc, #internal-sub-only-nl, #mobile-applications, #prices-fares-fees-and-rates, #strikes

The New York Times 10:02 am on March 3, 2022
Tags: , , , , Customer Relations, , ,   

Why Chatbots Are Becoming Smarter

Customer service chatbots may finally become more intelligent, more conversational and more helpful.

#aispecialreport2022, #anthem-inc, #artificial-intelligence, #computers-and-the-internet, #customer-relations, #general-motors, #international-business-machines-corporation, #text-messaging

The New York Times 5:19 pm on February 25, 2022
Tags: , , , Customer Relations, , ,   

A Fraudster Who Just Can’t Seem to Stop … Selling Eyeglasses

Consider the case of an online retail bully who appears to keep harassing his customers.

#borker-vitaly, #bullies, #counterfeit-merchandise, #customer-relations, #decormyeyes-com, #frauds-and-swindling, #google-inc

The New York Times 10:00 am on February 3, 2022
Tags: , , Customer Relations, , Eirene Cremations Inc, , , Solace Cremation, , Tulip Cremation Inc   

Cremation Borrows a Page From the Direct-to-Consumer Playbook

With names like Solace, Tulip and Eirene, start-ups are hoping to make cremation the next big at-home purchase.

#computers-and-the-internet, #cremation, #customer-relations, #e-commerce, #eirene-cremations-inc, #funerals-and-memorials, #morgues-and-mortuaries, #solace-cremation, #start-ups, #tulip-cremation-inc

The New York Times 10:00 am on January 1, 2022
Tags: , , , Customer Relations, ,   

A Nation On Hold Wants to Speak With a Manager

In our anger-filled age, when people need to shop or travel or cope with mild disappointment they’re “devolving into children.”

#airlines-and-airplanes, #consumer-behavior, #coronavirus-2019-ncov, #customer-relations, #masks, #quarantine-life-and-culture

The New York Times 10:00 am on January 1, 2022
Tags: , , Customer Relations, , , ,   

Here’s What Readers Told Us About Customer Service Nightmares

Plus, some small glimmers of hope.

#content-type-service, #coronavirus-2019-ncov, #customer-relations, #labor-and-jobs, #postal-service-and-post-offices, #service-industries, #supermarkets-and-grocery-stores

The New York Times 9:00 pm on December 22, 2021
Tags: , Customer Relations, , , ,   

Why Uber Won’t Call the Police

Ride-sharing rests on a promise of safety. What if one side isn’t keeping up their end of the bargain?

#car-services-and-livery-cabs, #customer-relations, #labor-and-jobs, #mobile-applications, #social-media, #suits-and-litigation-civil

The New York Times 10:00 am on November 12, 2021
Tags: , , , , Customer Relations, , , ,   

275 Minutes on Hold: Why Airline Customer Service Still Can’t Keep Up

It’s been a familiar and infuriating story during the pandemic: Hours waiting for an agent only to have the call dropped. The ordeal of rescheduling canceled flights. Delayed refunds. What gives?

#airlines-and-airplanes, #airports, #american-airlines, #coronavirus-2019-ncov, #customer-relations, #emirates-airlines, #labor-and-jobs, #travel-and-vacations, #united-airlines

The New York Times 10:04 pm on October 10, 2021
Tags: Customer Relations, , , , , ,   

There Is Shadow Inflation Taking Place All Around Us

Some companies haven’t been raising prices. Instead, they’ve been cutting back customer services and conveniences, but how should that be measured?

#customer-relations, #hygiene-and-cleanliness, #inflation-economics, #prices-fares-fees-and-rates, #restaurants, #shortages, #united-states-economy

The New York Times 10:00 am on June 24, 2021
Tags: , , , , Customer Relations, , Guarantees and Warranties, , ,   

Extended Warranties for Cars Are ‘Fraught With Peril for Consumers’

While reputable options exist, the robocalls are almost certainly scams, an industry group warns. And for consumers who feel they have been ripped off, there is no guarantee anyone will help.

#automobiles, #better-business-bureaus, #consumer-protection, #content-type-service, #customer-relations, #federal-trade-commission, #guarantees-and-warranties, #national-assn-of-insurance-commissioners, #regulation-and-deregulation-of-industry, #telemarketing

The New York Times 7:00 am on June 22, 2021
Tags: Ally Financial Inc., , Chime (Bancorp Bank), , Customer Relations, , , ,   

Banks Slowly Offer Alternatives to Overdraft Fees, a Bane of Struggling Spenders

Aggressive overdraft fees are worth tens of billions of dollars a year to the banking industry. Account holders are finally getting some better options.

#ally-financial-inc, #banking-and-financial-institutions, #chime-bancorp-bank, #consumer-protection, #customer-relations, #fines-penalties, #jpmorgan-chasecompany, #personal-finances, #warren-elizabeth

The New York Times 7:09 pm on May 21, 2021
Tags: , , , Customer Relations,   

Amazon’s Great Purge

Evictions of some popular products tell us a lot about untrustworthy internet reviews.

#amazon-com-inc, #computers-and-the-internet, #consumer-reviews, #customer-relations, #e-commerce

The New York Times 1:27 pm on April 30, 2021
Tags: , , Customer Relations, , , ,   

A Grudge Match in Japan: One Corner, Two 7-Elevens

Inside the war between a very powerful company and a very stubborn franchisee, complete with threats, spies and videotape.

#7-eleven, #convenience-stores, #customer-relations, #franchises, #matsumoto-mitoshi, #osaka-japan, #suits-and-litigation-civil

The New York Times 9:00 am on April 20, 2021
Tags: , BentoBox, Bernstein, Sam, Brannigan, Bobby, , , Customer Relations, , , , Mercato Inc, Moyabeni, Krystle, , , , Table22   

Restaurants Fought for Covid Survival, With Some Tech Helpers

Being “online” in the pandemic, many chefs learned, meant much more than having an Instagram account.

#bars-and-nightclubs, #bentobox, #bernstein-sam, #brannigan-bobby, #chefs, #coronavirus-2019-ncov, #customer-relations, #data-mining-and-database-marketing, #e-commerce, #food, #mercato-inc, #moyabeni-krystle, #quarantine-life-and-culture, #restaurants, #small-business, #table22

The New York Times 1:58 pm on March 31, 2021
Tags: , , Customer Relations,   

Delta Air Lines to Resume Booking Middle Seats in May

The company, which started blocking middle seat bookings in April 2020 to give passengers peace of mind, is the last of the four big U.S. airlines to get rid of the policy.

#airlines-and-airplanes, #coronavirus-2019-ncov, #customer-relations, #delta-air-lines-inc

The New York Times 1:09 pm on March 24, 2021
Tags: , , , Customer Relations, , , ,   

Coinbase Users Say Crypto Start-Up Ignored Their Pleas for Help

As Coinbase prepares to be the first major cryptocurrency company to go public, it is struggling with basic customer service, users said.

#banking-and-financial-institutions, #bitcoin-currency, #coinbase-inc, #customer-relations, #cyberattacks-and-hackers, #regulation-and-deregulation-of-industry, #suits-and-litigation-civil, #virtual-currency

The New York Times 8:00 am on February 21, 2021
Tags: , , , Customer Relations, , , , , , , , , , ,   

Is This the End of Tipping?

The restaurant industry is in crisis. But some see how bad things are for servers — including “maskual harassment” — as a unique chance to make life better.

#anxiety-and-stress, #consumer-behavior, #coronavirus-2019-ncov, #customer-relations, #labor-and-jobs, #minimum-wage, #quarantine-life-and-culture, #restaurants, #service-industries, #sexual-harassment, #tips-and-tipping, #united-states-economy, #wages-and-salaries, #women-and-girls, #workplace-hazards-and-violations

The New York Times 8:06 pm on February 2, 2021
Tags: , , , , Customer Relations, , , , , , , , ,   

Robinhood’s C.E.O., Vlad Tenev, Is in the Hot Seat

Vlad Tenev has incited the fury of the trading app’s fans amid a stock market frenzy. His lack of preparedness on nuts-and-bolts issues was part of a pattern, former employees and analysts said.

#banking-and-financial-institutions, #bhatt-baiju, #computer-and-video-games, #computers-and-the-internet, #customer-relations, #financial-brokers, #gamestop-corporation, #millennial-generation, #mobile-applications, #robinhood-financial-llc, #social-media, #start-ups, #stocks-and-bonds, #tenev-vladimir

The New York Times 7:30 pm on January 23, 2021
Tags: , , Customer Relations, ,   

With Online Terms of Service, What Happens When You Click ‘Agree’?

The same legalese that can ban Donald Trump from Twitter can bar users from joining class-action lawsuits. It’s time to fix the fine print.

#antitrust-laws-and-competition-issues, #computers-and-the-internet, #customer-relations, #law-and-legislation, #regulation-and-deregulation-of-industry

The New York Times 4:05 pm on January 17, 2021
Tags: Customer Relations, , , , Hot Pockets, ,   

Some Hot Pockets Recalled Over Possible Glass and Plastic

Nestlé Prepared Foods said the product might be contaminated with “extraneous materials,” including glass and hard plastic.

#customer-relations, #food, #food-contamination-and-poisoning, #food-safety-and-inspection-service, #hot-pockets, #nestle-sa, #recalls-and-bans-of-products

The New York Times 7:08 pm on January 14, 2021
Tags: , , Customer Relations, , , , , , ,   

Consumer Groups Target Amazon Prime’s Cancellation Process

A Norwegian group filed a complaint with regulators, saying Amazon had deliberately made it difficult to end memberships to its Prime service. Groups in Europe and the U.S. back the effort.

#amazon-com-inc, #consumer-protection, #customer-relations, #data-mining-and-database-marketing, #europe, #norway, #public-citizen, #regulation-and-deregulation-of-industry, #suits-and-litigation-civil, #united-states

The New York Times 3:56 pm on December 19, 2020
Tags: , , BERENTER GREENHOUSE&WEBSTER, , Customer Relations, , Eisenberg, Warren, Feinstein, Leonard J, Little, Rita, ,   

Bed Bath and Beyond’s Big, Ubiquitous Coupon: An Oral History

Bed Bath & Beyond’s plus-size mailer, known as Big Blue, has made it to TV, eBay, even a mobster’s kitchen drawer. “The poor mailmen,” the company’s former marketing V.P. said, “what we did to them.”

#advertising-and-marketing, #bed-bathbeyond-inc, #berenter-greenhousewebster, #coupons, #customer-relations, #discount-selling, #eisenberg-warren, #feinstein-leonard-j, #little-rita, #postcards, #shopping-and-retail

The New York Times 9:58 pm on December 17, 2020
Tags: Customer Relations, , , , ,   

Robinhood Settles S.E.C. Charges Over Misleading Customers

Millions of investors have turned to Robinhood in recent years, lured by a sales pitch of no trading fees. The charges announced on Thursday apply to Robinhood’s disclosures from 2015 to late 2018, the regulator said.

#customer-relations, #regulation-and-deregulation-of-industry, #robinhood-financial-llc, #securities-and-commodities-violations, #securities-and-exchange-commission, #stocks-and-bonds

The New York Times 6:11 pm on October 15, 2020
Tags: , Crisis Prevention Institute, Customer Relations, , , , ,   

Store Workers to Get New Training: How to Handle Fights Over Masks

The biggest U.S. retail trade group will offer the Covid-19 Customer Conflict Prevention credential to help de-escalate disputes.

#coronavirus-2019-ncov, #crisis-prevention-institute, #customer-relations, #masks, #national-retail-federation, #shopping-and-retail, #united-states, #workplace-hazards-and-violations

The New York Times 7:24 pm on October 11, 2020
Tags: , , , , Customer Relations, , , , , , , ,   

When Your Last $166 Vanishes: ‘Fast Fraud’ Surges on Payment Apps

People are getting defrauded as they turn to Square’s Cash App and PayPal’s Venmo to do more online banking in the pandemic.

#banking-and-financial-institutions, #computers-and-the-internet, #consumer-reviews, #coronavirus-2019-ncov, #customer-relations, #e-commerce, #frauds-and-swindling, #mobile-applications, #mobile-commerce-and-payments, #paypal, #security-and-warning-systems, #square-inc, #zelle-early-warning-services-llc

The New York Times 9:23 pm on August 5, 2020
Tags: , , , CIGNA Corporation, , , Customer Relations, , , , , , , , , , , ,   

Major U.S. Health Insurers Report Big Profits, Benefiting From the Pandemic

Consumers are probably entitled to millions of dollars in rebates under Obamacare rules that cap companies’ profits.

#aetna-inc, #anthem-inc, #blue-cross-and-blue-shield-assn, #cigna-corporation, #company-reports, #coronavirus-2019-ncov, #customer-relations, #cvs-caremark-corporation, #finances, #health-and-human-services-department, #health-insurance-and-managed-care, #hospitals, #patient-protection-and-affordable-care-act-2010, #presidential-election-of-2020, #rebates-and-refunds, #stocks-and-bonds, #united-states-politics-and-government, #unitedhealth-group-inc, #your-feed-healthcare

The New York Times 10:56 pm on August 1, 2020
Tags: , Customer Relations, , , , ,   

Trader Joe’s Defends Product Labels Criticized as Racist

The company had previously said the names of international-themed products that were intended to promote inclusiveness, such as Trader José and Trader Ming’s, “may now have the opposite effect.”

#aunt-jemima-milling-co, #customer-relations, #labeling-and-labels-product, #police-brutality-misconduct-and-shootings, #quaker-oats-co, #supermarkets-and-grocery-stores, #trader-joes

The New York Times 9:00 am on July 29, 2020
Tags: , , , Customer Relations, , , , , ,   

There’s a Wrinkle in Stores’ Mask Policies: Enforcement

A number of large retailers have said that all customers must wear masks, but some employees have been told they cannot force those who refuse.

#albertsons-inc, #coronavirus-2019-ncov, #coronavirus-risks-and-safety-concerns, #customer-relations, #firearms, #masks, #shopping-and-retail, #walgreen-co, #walmart-stores-inc, #workplace-hazards-and-violations

The New York Times 1:58 pm on July 26, 2020
Tags: , , Customer Relations, , , , , , , , , , , , , ,   

Everlane’s Promise of ‘Radical Transparency’ Unravels

Employees past and present are challenging management, saying the company’s ethical image was an illusion.

#advertising-and-marketing, #corporate-social-responsibility, #customer-relations, #design, #discrimination, #everlane-inc, #fashion-and-apparel, #labor-and-jobs, #layoffs-and-job-reductions, #race-and-ethnicity, #san-francisco-calif, #shopping-and-retail, #social-media, #start-ups, #workplace-environment, #your-feed-fashion, #your-feed-selfcare

The New York Times 9:00 am on July 22, 2020
Tags: , , , , Cunard Line Ltd, Customer Relations, , , Viking River Cruises Inc   

Help! My Ship Is Supposedly Still Sailing, and I Don’t Want to Be On Board

The future of the cruise industry remains very unclear, so it’s not totally unreasonable to be anxious about what next spring will look like.

#carnival-cruise-lines, #content-type-service, #coronavirus-2019-ncov, #cruises, #cunard-line-ltd, #customer-relations, #rebates-and-refunds, #travel-and-vacations, #viking-river-cruises-inc

The New York Times 9:00 am on July 7, 2020
Tags: Best Western Hotels, , Customer Relations, , , ,   

Help! I’m Owed a Refund, But the Hotel Owner Refuses to Budge

Here we are, wondering aloud about the oversight capabilities of hotel franchises, and what powers they can exert over their thousands of individual owners. Thanks Covid-19.

#best-western-hotels, #coronavirus-2019-ncov, #customer-relations, #hilton-worldwide-holdings-inc, #hotels-and-travel-lodgings, #rebates-and-refunds, #travel-and-vacations

The New York Times 7:00 pm on June 25, 2020
Tags: Customer Relations, , , , , ,   

A Suicide, an App and a Time for a Reckoning

Companies like the stock-trading app Robinhood can seem not just careless but also predatory.

#customer-relations, #gambling, #robinhood-financial-llc, #sequoia-capital, #start-ups, #stocks-and-bonds, #suicides-and-suicide-attempts

The New York Times 9:00 am on June 18, 2020
Tags: , , , , , , Customer Relations, , , , , , , ,   

‘Banking While Black’: How Cashing a Check Can Be a Minefield

Black customers risk being racially profiled on everyday visits to bank branches. Under federal laws, there is little recourse as long as the banks ultimately complete their transactions.

#bank-of-america-corporation, #banking-and-financial-institutions, #black-lives-matter-movement, #black-people, #citigroup-inc, #civil-rights-and-liberties, #customer-relations, #discrimination, #george-floyd-protests-2020, #jpmorgan-chasecompany, #law-and-legislation, #race-and-ethnicity, #racial-profiling, #suits-and-litigation-civil, #wells-fargocompany

The New York Times 2:48 pm on May 31, 2020
Tags: , Customer Relations, , , , Rose Wang,   

Zappos Offers to Listen to Pandemic Worries

In response to rising anxiety over the coronavirus, the shoe retailer Zappos started a customer service line that people can call for anything — even to chat.

#coronavirus-2019-ncov, #customer-relations, #las-vegas-nev, #new-york-city, #quarantines, #rose-wang, #zappos

The New York Times 9:00 am on May 26, 2020
Tags: , , , , Customer Relations, Fogel, Glenn D (1962- ), , , OpenTable Inc, Priceline.Com Inc, , ,   

When the C.E.O., Already Facing a Crisis, Gets the Coronavirus

Business cratered at Booking Holdings, the online travel giant. Then its chief executive found out he was sick, too.

#appointments-and-executive-changes, #booking-holdings, #booking-com, #coronavirus-2019-ncov, #customer-relations, #fogel-glenn-d-1962, #kayak-com, #layoffs-and-job-reductions, #opentable-inc, #priceline-com-inc, #quarantines, #reservations-airlines-hotels-etc, #travel-and-vacations

The New York Times 9:00 am on May 20, 2020
Tags: , , , , Customer Relations, , ,   

Poor Americans Face Hurdles in Getting Promised Internet

Broadband companies like Charter and Comcast vowed to help low-income people during the pandemic. But taking them up on the offer hasn’t always been easy.

#charter-communications, #comcast-corporation, #computers-and-the-internet, #coronavirus-2019-ncov, #customer-relations, #education-k-12, #families-and-family-life, #telephones-and-telecommunications

The New York Times 6:25 pm on May 4, 2020
Tags: , Customer Relations, , , ,   

How Will We Buy Our Perfume Now?

Sales are down leading up to this Mother’s Day, though candles and room sprays are doing OK. As some stores reopen, an industry ponders how to spritz safely.

#computers-and-the-internet, #customer-relations, #e-commerce, #perfumes-and-fragrances, #shopping-and-retail, #shutdowns-institutional

The New York Times 9:03 pm on April 26, 2020
Tags: , , Customer Relations, , , National Telecommuting Institute, , ,   

Needing At-Home Workers, Call Centers Turn to People With Disabilities

Companies caught short by the pandemic are hiring from a pool that was already prepared to handle a surge in phone traffic away from offices.

#americans-with-disabilities-act, #coronavirus-2019-ncov, #customer-relations, #disabilities, #labor-and-jobs, #national-telecommuting-institute, #outsourcing, #shutdowns-institutional, #telecommuting

The New York Times 1:14 am on April 23, 2020
Tags: , , , , Customer Relations, , , , ,   

Banks Gave Richest Clients ‘Concierge Treatment’ for Pandemic Aid

Some businesses seeking coronavirus loans got to avoid flaky online portals or backed-up queues. Many other small businesses couldn’t get their loan requests submitted before the money dried up.

#banking-and-financial-institutions, #citigroup-inc, #coronavirus-2019-ncov, #coronavirus-aid-relief-and-economic-security-act-2020, #customer-relations, #high-net-worth-individuals, #jpmorgan-chasecompany, #small-business, #small-business-administration, #us-bancorp

The New York Times 9:00 am on April 22, 2020
Tags: , , , Customer Relations, , , , ,   

Making the Most of Hotel Loyalty Programs When You’re Not Traveling

Some loyalty programs are extending customers’ elite status, lengthening expiration dates on rewards and more. Here’s how to navigate them.

#coronavirus-2019-ncov, #credit-cards, #customer-loyalty-programs, #customer-relations, #hilton-worldwide-holdings-inc, #hotels-and-travel-lodgings, #hyatt-hotels-corp, #marriott-international-inc, #travel-and-vacations

The New York Times 9:00 am on April 17, 2020
Tags: , , , , Customer Relations, , ,   

When Even Amazon Is Sold Out of Exploding Kittens

Sometimes products are in stock. Sometimes they aren’t. And delivery times vary widely. A virus-fueled surge in orders has created chaos behind the scenes, and confusion for customers.

#amazon-com-inc, #computers-and-the-internet, #consumer-protection, #coronavirus-2019-ncov, #customer-relations, #delivery-services, #e-commerce, #shopping-and-retail

The New York Times 9:00 am on April 11, 2020
Tags: , , , , , , Customer Relations, , , , Priceline, , , ,   

Help! The Coronavirus Struck and I Want a Refund

In this week’s column, Sarah Firshein investigates the ever-changing refund policies offered by travel companies.

#abercrombiekent, #airbnb, #airlines-and-airplanes, #all-nippon-airways, #coronavirus-2019-ncov, #cruises, #customer-relations, #epidemics, #hotels-and-travel-lodgings, #norwegian-air-shuttle-asa, #priceline, #prices-fares-fees-and-rates, #quarantines, #travel-and-vacations, #travel-warnings