All the money that Amazon has sunk into infrastructure and rapid fulfillment has paid off–the online retail giant was the most trusted brand of 2009, according to a brand study released by Millward Brown. The market research company spent 2009 asking consumers questions like, “How trustworthy is this brand?” and, “Would you recommend this brand?”
Royal Caribbean is gutting the Crown & Anchor society that lavishes loyal cruisers with perks like discounts, priority boarding, and a concierge lounge stocked with complimentary cocktails. The free booze will now be available only to cruisers who have sailed more than 25 times with Royal Caribbean. Many loyal passengers who don’t spend their lives on Royal Caribbean ships are understandably pissed.
IntoMobile says that there’s a leaked screenshot going around that suggests new pricing due March 1st from T-Mobile. Among the new plans: $50/month for unlimited anytime minutes, and family plans starting at $90/month with additional lines at $40/month. There’s also a rumored $135 credit if you add a line and move a number over from another carrier. Is it true? We’ll know in about a week.
Pizza Hut called Danielle a liar for trying to redeem a promotional coupon they emailed to her and displayed prominently on their website. In exchange for completing an offer from TrialPay, Danielle should have received two free medium pizzas, one with toppings, plus breadsticks. Instead, her favorite pizza place told her, “M’am, you’re lying about what the coupon promised.”
Reader Andrew forwarded an email he just got from Best Buy letting him know that he now qualified for an even more special fantastic elite reward zone level. One in which he would be granted access to something called a “Premier Black Concierge.” We’re assuming this is like Reward Zone Silver but, more so.
Target doesn’t accept returns without receipts to keep criminals at bay, but Chrissy recently discovered that their policy also extends to wedding registry gifts. Chrissy and her husband ended up with several duplicate gifts when Target failed to keep track of her registry. Chrissy didn’t want a refund or cash, just store credit, but Target refused to consider any proffer until Chrissy provided receipts. One manager even urged Chrissy to call her wedding guests to ask for their receipts, because in Target’s book, that’s not extraordinarily rude or anything.
A new market research study of over 3600 consumers has confirmed that there are some key things that will quickly erode any trust a customer has in a company: unethical behavior, bad customer service, and outdated products and services. The bad news is that the study was conducted in Europe, which makes us wonder if U.S. companies will pay any attention.