Wells Fargo

The Decline and Fall of Competent Direct Mail Why credit card mailings are bombing
August 1, 2006

I’ve been reading obituaries since the age of 12, fascinated to see how entire lives have been summed up in a few paragraphs. Last week a The New York Times headline about the passing of George Wetherill, 80, described him as an “Expert on Dating of Rocks.” Did dating of rocks mean determining their age? Or did he study people who liked to take rocks out to dinner and a movie? Either way, I wasn’t interested enough in his life and career to read on. Nor am I real interested in people who spend their lives in the credit card business—the delivery of financial nicotine to

Readers Respond & Debate
May 18, 2006

Note: Denny Hatch personally responds to all correspondence. Readers Respond to "Making a Complex Business Consumer Friendly," which discussed the differences between Internet banking and the brick-and-mortar branch banks. If online banking people could be trained by the folks of USAA Federal Savings Bank (www.usaa.com) on the fine art of delighting my hard nose, the need for bricks would crumble. My wife, CPT Sonia Hearn RN, serves with the 10th Combat Support Hospital in Baghdad, Iraq. At any point on the earth, she or I can lift a phone and speak to a sunny service representative while pondering our account status online.

Who Are the Best of the Best? (1,161 words)
November 1, 2000

Customer service can make or break a company. What's the old saying, "Once bitten, twice shy"? Many customers simply won't give you a second chance if you screw up an order or don't treat them right in the first place. Provide them with the tender loving care they think they deserve, or they'll simply take their business elsewhere. That's the bad news. The good news is that the reverse is also true in many cases. Treat your customers well, and you'll have their business for life. So what does it mean to take good care of customers in the high-tech high-touch environment