Mary Schmidt Marketing Troubleshooter

I may have to become a fan and I don’t even like baseball. But, wow! I’m impressed how quickly the organization responded to Maureen Rodgers’ ticket-buying problems. Larry Lucchino, President and CEO of the Sox even got involved, messaging from his Blackberry.

Original Message
From: Lucchino, Larry
Sent: Monday, December 11, 2006 5:48 PM
To: Steinberg, Charles
Subject: Re: Google Alert - red sox

Get back to her please and tell her we are determined to make. It better
————————–
Sent from my BlackBerry Wireless Device

—–Original Message—–

From: Steinberg, Charles
To:
Kennedy, Sam Bumgarner, Ron

Sent:
Mon Dec 11 12:06:02 2006
Subject: FW: Google Alert - red sox
I know we have answers, explanations, and limits, but we must understand the path of the experience that this writer has published for the world to read….

The Red Sox Virtual Waiting Room

By Maureen Rogers
On Saturday, Red Sox tickets for some April-May games, and a few packages, became available on-line. As I did last year, I logged on and took my place in the virtual waiting room. Mostly I spent my two hours staring at the virtual head …

Key here is Steinberg’s line: I know we have answers, explanations, and limits, but we must understand the path of the experience that this writer has published for the world to read….

Too bad the head honchos of BCCs (Big Clueless Companies) such as Home Depot, Comcast, and MBNA don’t hang with Larry. They could learn a thing or two.

Read More: What are they saying about you?

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Tags: Comcast, customer service, marketing, marketing troubleshooting, Home Depot, MBNA