I am responsible for moderating comments on the CBJ blog. As I checked them today, I was not surprised to find 83 new comments-82 of which were spam. I have come to expect it. While spam is a natural by-product of blogging, I continue to be taken aback at what kind of spam we’re receiving.

I am not at all shocked to find links to porn sites or advertisements for certain enlargement products. After all, the adult industry can’t often market their businesses in mainstream media, so they take the low road. Fine.

What I have a harder time fathoming is the amount of prescription drug spam we receive. These are respected products with commercials and with word-of-mouth momentum. It would be like McDonald’s or Nike spray painting their logos on a few mailboxes-nefarious and unnecessary.

Are these drug companies actually hiring spammers? They must be. I don’t see why someone would spend time spamming on behalf of a company just for fun.

My real question is about brand. Is their brand equity better just by virtue of flooding the blogosphere? What of negative brand equity? Some say it doesn’t exist and that all press is good press.

What do you think?

It’s not lip service; 2010 really is a happy new year. According to RBC’s Canadian Consumer Outlook Index, we’re feeling a lot more optimistic this year.

The outlook report rose eight percentage points in December, indicating people had less anxiety about their jobs, are less likely to delay major purchases, are exercising financial prudence and incurring less debt. As for the big picture outlook, more than half of Canadians view the economy as good, with 60 per cent expecting the economy to improve over the next year.

That’s the spirit, Canada. No one knows what the future holds, but at least we (well, most of us) have good attitude.

On behalf of CBJ, I wish you all a wonderful and prosperous new year.

I will make this short and sweet, but to get right at the heart of it-does customer service really exist anymore? And if it does, what form should it take, and should the level of service you get depend on how much you spend?

I take into consideration two examples, both of which I’ve been meaning to write about forever. The first, the terrible treatment a close friend of mine received when he bought a very nice motorcycle from a very big motorcycle company, and then got attitude every time he tried to deal with the retailer. Big expense, very little customer service. Second example, when I buy my morning coffee at the local Tim’s. Small expense, but every time, the lady asks me: “do you want extra creams? It’s very hot. Would you like a napkin?” Superior customer service.

Looking at what it is in its very basic form, customer service is a way to bring people back. But I feel as though customer service should also match a company’s brand promises. If a company promises superior service in its advertising and public material, shouldn’t the service offered by employees match the brand?

I’ve worked in customer service, written about brand, and been on both sides of the fence in all ways possible. But as the holiday season roars on, and the malls are crowded and people bark their way through the season-how important is customer service to you? Does dismal service deter you from returning to a retailer?