What could you learn if you sat down with your toughest critics, your mind open and your mouth shut? …
Social Media has leveled the playing field. What’s your game plan?
So we have a challenging dichotomy: there’s a fear in social media that we’re giving too much away, but content seems to be the currency. I wrote a blog a while back called The Age of Thought Leadership in which I discuss the concept of knowledge abundance vs, knowledge scarcity. Which side are you on? Does it matter? …
Double Postage From Aeropostale
So, not only had Aeropostale customer service been curt and unapologetic, they were wrong! …
Good Security or Bad Security
Just got this email from Verizon. My first reaction was why were they updating MY password? My second reaction was, how forward thinking to proactively address security issues. …
Apply eBay Transaction Model to Customer Service?
One of the principles of the Intelligist Group is the concept of Undiscovered Assets. During the weekly #custserv chat on Twitter hosted this Tuesday by Jeffrey Kingman and Marsha Collier I noticed a heated thread on getting feedback from customers. Here’s an Undiscovered Asset: customer service calls. What’s the value proposition …
Dell Saga: You Can’t Make This Stuff Up
So I got a call last night from our Intrepid Hero. He said I have good news and bad news. The good news is you have a new blog post. The bad news, let me explain… …
Customer Service: The Saga Continues…
What’s wrong with this? Social Media gets eaten up by the old school support system. Instead of contacting the customer and getting the story straight, this person read the notes in the system and fell in with the same false assumptions and misdirected conclusions. Engaging in Social Media doesn’t automatically make your CRM more effective. …
Shouldn’t Customer Service be a Marketing Opportunity?
How would Texas-native Michael Dell have responded had he known there was a Dell customer lending a hand in the Gulf cleanup who needed a little extra attention? What public relations opportunity was missed? …
