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Categories: Customer Service

Taking Customer Service Into His Own Hands

Posted by: Jena McGregor on July 08

I've written in the past about how customers are increasingly taking the job of resolving customer service into their own hands. In "Consumer Vigilantes", I chronicled Mona "The Hammer" Shaw,...

Twitter Advice from Comcast

Posted by: Jena McGregor on July 02

Today's New York Times has some good advice for professional users of the popular micro-blogging service Twitter. It features the 24-year-old Bonnie Smalley, a customer service representative for Comcast, one...

Is Customer Service Getting Worse, or Are We Just Too Self-Absorbed?

Posted by: Jena McGregor on March 03

Maybe the reason customer service feels like it's getting worse is that we're all just a little too focused on ourselves. Or so says a Washington Post article from yesterday...

Time Sensitive Customers

Posted by: Diane Brady on January 31

There's a new book out today that makes the case for being sensitive to how time affects typical shopping choices. It's called Stopwatch Marketing and it examines how companies can...

Comcast's Customer Service Woes: Do Investors Care?

Posted by: Jena McGregor on January 22

The story in today’s Wall Street Journal about Chieftain Capital Management’s Glenn Greenberg, who is calling for Comcast CEO Brian Roberts to step down, was an interesting profile of this...

Flexible Spending Woes

Posted by: Diane Brady on December 19

Flexible spending accounts are supposed to be perks that make it easy for employees to set aside money, on a pre-tax basis, for healthcare, commuting or dependent care costs. But...

Happy Birthday! It's State Farm!

Posted by: Jena McGregor on November 28

Okay, I get the whole idea of authenticity. The experience is what matters. Make your customers feel special. But this was a little over the top. Today, my insurance agent...

Chinese Toy Drama: Chapter 61

Posted by: Diane Brady on November 13

As the specter of lead in Chinese toys continues to loom (capped off by the outrageous recall of the BONUS toy that RC2 Corp. sent to replace its previously recalled...

The Problem with Pricetags: & NY Times

Posted by: Diane Brady on September 18

The New York Times has finally scrapped Times Select -- the service that charges online users a fee to read certain columns, archives and blogs. It turns out advertisers didn't...

Rental Cars: When the Tank is Half Full

Posted by: Diane Brady on August 12

I've noticed a distinct shift in customer service at rental car agencies lately, and I wonder if anyone else has, too. My own experience is with Avis; but several other...

The Weary Consumer

Posted by: Diane Brady on August 09

We're not flocking to the mall right now. At first, I thought the instinct was limited to child-centric Gen Xers like myself--people who are willing to pay more for organic...

Coming to America--on an Indian Carrier

Posted by: Diane Brady on August 05

Jet Airways, India's equivalent of Virgin or JetBlue in my mind, launches service to New York City today. And it's expanding to other parts of the U.S. later in the...

A "Changed" Customer Experience?

Posted by: Jena McGregor on July 20

Ok, this is a little off-topic for a management post, but it's Friday, so hear me out. I just got a call from my husband, Brian, who is sitting at...

Satisfaction, Loyalty, Advocacy?

Posted by: Jena McGregor on July 09

Forrester Research analyst Bruce Temkin pointed me the other day to his new blog, Customer Experience Matters. Temkin, who is the vice president of the customer experience practice at Forrester,...


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