Mark Orlan

About Mark Orlan

Mark is a Customer Experience consultant, who is passionate about helping clients along the journey to becoming customer-centric. We need to differentiate by raising the bar on providing superior service for our customers.

JC Penny throws the baby out with the bathwater… Loses 3 Million Facebook Fans.

Trying to bring customers back into the stores, CEO Ron Johnson announced last week that J.C. Penney will be bringing back sales. I guess Mr. Johnson’s about-face was as a result of the 50% slide in the stock price over the past year. Clearly, J.C. Penney has not been listening to its customers.  Yet, the writing was on [...]

By |February 7th, 2013|Branding, Retail, Social Media|1 Comment

When does Social Media carry more clout than your Voice of the Customer program?

Last week, Shoppers Drug Mart, the leader in Canada’s retail drug store marketplace, saw the writing on the wall…its Facebook wall, that is.  No sooner had Halloween ended than the drug store chain began streaming Christmas songs over its in-store airwaves. By the evening of November 1st, the complaints started rolling in as negative comments [...]

By |November 9th, 2012|News|1 Comment

Should you be investing in Social Customer Service? Have you asked your Customers?

My eye caught a couple of interesting tweets the other day at lunchtime. They were snippets of a Twitter chat that was streaming across my screen. In or out of the context of the chat dialogue that was running in the background, these two tweets raise some interesting questions about the importance of investing in [...]

By |September 12th, 2012|News|0 Comments