Tag Archives: Dell

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 in a customer service call? Continue Reading →

Back In Business

Ahh…finally! At last our Intrepid Hero can get back to focusing on the reason he’s in Alabama in the first place – assisting with the oil spill cleanup effort. Continue Reading →

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… Continue Reading →

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. Continue Reading →

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? Continue Reading →