Customer Service
Another reason to blog: post important news pronto!
Consider this true story:
I received a W9 form from in the mail yesterday. The accompanying letter asked me to fill out my personal info — you know, name, address….
…and Social Security Number!
The letter asked me to fax the completed form to a fax number I did not know, or to alternately mail the completed form to a PO Box I […]
The Number One Conversation Marketing Killer…
My friends had a conversation about conversation (hah!) over sushi and cocktails the other night… and one of our discussion points was “what kills a conversation?”
Our number one answer?
“Not listening”.
If your online marketing endeavors include “conversation marketing” — make sure that you truly listen to your audience.
Yes, this means reviewing your metrics to find out […]
2007 Tech Predictions
Presentation thought leader Paul Gibler points us to Technology Evangelist for Ed’s Ten Top Tech predictions.
Y’all come back in a year now — see how many of these Web 2.0 predictions come true.
(Yup: every single tech prediction touches on Web 2.0, with the possible exception of #8.)
And number 8 reads:
8. Mobile advertising will take off, […]
What books DON’T you like?
Amazon.com is v. good at telling you that if you like such-and-such a book, that you’ll just LOVE a book they recommend in a related category. And yes, they’ve upped my orders more than once by making a timely suggestion (just when I’m in the mood to buy a book and my credit card is […]
What books DON’T you like?
Amazon.com is v. good at telling you that if you like such-and-such a book, that you’ll just LOVE a book they recommend in a related category. And yes, they’ve upped my orders more than once by making a timely suggestion (just when I’m in the mood to buy a book and my credit card is […]
Treat your customers like Royalty!
How to Treat Your Customers Like Royalty:
if they are wise and benevolent rulers, treat them with the respect they’ve earned.
if they are sometimes tempermental, forgive them graciously.
if they rule like tyrants, depose them!
Y’all come back now, y’hear?
How many of your web visitors keep coming back every month?
Last year, a guy who runs a small e-commerce site told me, “I really don’t care if my old customers come back.”
He should.
His reasoning is that he sells just one great product. His expectation is that people will buy his product, use it, and love it. Because his product […]
Y’all come back now, y’hear?
How many of your web visitors keep coming back every month?
Last year, a guy who runs a small e-commerce site told me, “I really don’t care if my old customers come back.”
He should.
His reasoning is that he sells just one great product. His expectation is that people will buy his product, use it, and love it. Because his product […]
Embracing Your Inner Marvin
We’ve all had to fire customers from time to time. You know the ones: they have unrealistic expectations, or they are rude to you or your employees.
In other words, they drain you intellectually and emotionally, so much so that they aren’t worth the time or energy you put into helping them achieve their goals. So […]
Talk to a Human…
When will companies learn? How many times have you been irritated by this kind of message:
“Welcome to blah-blah company. Please listen carefully, as our menu has changed.”
Well, that’s a lie right off the bat. The menu hasn’t changed in over a year. But let’s continue.
“For service, press 1. For sales, press 2….” followed by,
“Your hold […]
