Tag Archives: Consumer Reports

Customer Service, Marketing, Technology

Tesla, Consumer Reports and Exceeding Expectations

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Some at Consumer Reports were no-doubt trying to figure out a good way to explain how their much-vaunted ratings system had broken.

Turning Lemons into Lemonade

As it turned out, Consumer Reports cleverly decided to trumpet that their ratings system had been broken. The strategy worked so well that their web site crashed, apparently under the load of all the interest raised by the headline: Tesla Model S P85D Breaks Consumer Reports’ Ratings System.

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Customer Service, Marketing

What You Can Learn from how Costco and Consumer Reports Deal With Quitters

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I’ve been simplifying my life, which included a cancellation binge. I cancelled my Consumer Reports subscription, and allowed my Costco membership to lapse.

Deafening Silence

Costco logoI was puzzled that Costco never made any effort to find out why I was no longer a member, and never even acknowledged my departure as a customer. Their emails kept coming, and when I unsubscribed from those there was again a deafening silence.

My experience with Consumer Reports was completely the opposite. I unsubscribed online and was immediately surveyed as to why I was leaving, how they could do better, and whether I’d consider coming back. They even asked if I’d be interested in joining a focus group with fellow ex-subscribers.

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