Variable Markup » customer experience http://www.variablemarkup.com Retail Software Blog - Improving customer experience through technology Wed, 29 Sep 2010 00:10:21 +0000 en hourly 1 http://wordpress.org/?v=3.0 Dillards escorts out a disabled vet with his service dog http://www.variablemarkup.com/2007/12/19/dillards-escorts-out-a-disabled-vet-with-his-service-dog/ http://www.variablemarkup.com/2007/12/19/dillards-escorts-out-a-disabled-vet-with-his-service-dog/#comments Thu, 20 Dec 2007 03:27:24 +0000 Michael Julson http://www.variablemarkup.com/2007/12/19/dillards-escorts-out-a-disabled-vet-with-his-service-dog/ Read the Rest...
]]> I’m not sure I can think of a worse story to come out at Christmas time for a retailer.  Right in the middle of the peak of the holiday shopping season, a store manager at Dillards in Texas decided to eject a disabled Marine Iraq war veteran out of the store because he had a service dog with him to help keep his balance. 

 What was that manager thinking?  It’s been in the news and all over the blogosphere.  I did some searching to see how many blog posts were out there, but unfortunately couldn’t get an accurate number due to spam in the Google blog index.  From a cursory glance, it was quite a bit.  Obviously these posts also generated quite a few comments.  A post at the Consumerist had 114 comments and 602 Diggs since posting their message and has been viewed more than 18,000 times in less than 3 days. 

 Word of mouth marketing is working over time on this one. 

]]> http://www.variablemarkup.com/2007/12/19/dillards-escorts-out-a-disabled-vet-with-his-service-dog/feed/ 0 Using all channels to improve customer service http://www.variablemarkup.com/2007/07/14/using-all-channels-to-improve-customer-service/ http://www.variablemarkup.com/2007/07/14/using-all-channels-to-improve-customer-service/#comments Sun, 15 Jul 2007 04:08:20 +0000 Michael Julson http://www.variablemarkup.com/2007/07/14/using-all-channels-to-improve-customer-service/ Read the Rest...
]]> Internet Retailer has an interesting article about the importance of good customer service for online retailers with some hints at using different channels to improve the customer experience. 

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