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Category: Customer Service

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Improvisation: We’re Social Media Jazz Musicians

  • Posted on March 27, 2014June 1, 2016
  • by Alan Berkson

When I talk to senior management in companies, whether it’s marketing, PR or customer service, I like to ask about how they’re integrating social within their organization. I get a common refrain. There’s always a pause, followed by an explanation as…

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  • Business Strategy

Looking Forward To 2014

  • Posted on January 6, 2014April 24, 2016
  • by Alan Berkson

A heartfelt “thank you” to all of you for your friendship, collaboration and patronage. 2013 was an exciting year for Intelligist Group and I owe a great deal of it to the incredible people with whom I connect on a…

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  • Customer Service

Apple’s Advantage Is Not Technology Or Design

  • Posted on September 3, 2013September 3, 2013
  • by Alan Berkson

Apple’s got a lead. It’s not technology. It’s not design. It’s customer service and customer experience. The battle for dominance in the smartphone market and the consumer “computing” device — including laptops, tablets and everything in between — is being fought…

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  • Customer Service

Good Customer Service Has No Price. It’s Priceless.

  • Posted on August 27, 2013August 28, 2013
  • by Alan Berkson

A tale of two restaurants. I was chatting with my brother recently and he related two customer service stories that made me think about the relationship between price and value. And that low cost doesn’t mean low value or poor…

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  • Customer Service

Customer Service is NOT a Department at my Local VW Dealer

  • Posted on August 8, 2013August 9, 2013
  • by Fred McClimans

Customer service is one of the core elements that help shape a customer’s pre and post-sale experience – here’s a personal example of embedded customer service in action.

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  • Business Strategy

The Power of What If

  • Posted on May 9, 2011June 16, 2011
  • by Alan Berkson

What could you learn if you sat down with your toughest critics, your mind open and your mouth shut?

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  • Business Strategy

Social Media has leveled the playing field. What’s your game plan?

  • Posted on February 3, 2011March 29, 2012
  • by Alan Berkson

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?

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  • Customer Service

Double Postage From Aeropostale

  • Posted on September 13, 2010
  • by Alan Berkson

So, not only had Aeropostale customer service been curt and unapologetic, they were wrong!

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  • Customer Service

Good Security or Bad Security

  • Posted on July 26, 2010
  • by Alan Berkson

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.

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  • CRM

Apply eBay Transaction Model to Customer Service?

  • Posted on July 21, 2010
  • by Alan Berkson

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…

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