Tag Archive | "customer service"
Chris Info
Prompted and inspired by Jay Ehret (@TheMarketingGuy), I thought I would take a look at which blogposts were the most popular in 2009 based on total pageviews. Here they are, ranked by popularity and with my own reflections:
Relationships
Starbucks is taking a rather interesting (and somewhat dangerous) approach to economic decline: they’re not automatically brewing decaf coffee after noon, though you can still get it upon request. My take? Good for Starbucks. I’ll go out on a limb here and say they did their homework on not only cost-savings but quantify just how [...]
Communication
There’s some spirited debate brewing around the idea of transparency and its benefits to customer service. Is it best to let the customer be ‘blissfully unaware’ of the company’s processes (essentially how it works)? Or is it better to allow them into the kitchen to see how everything is cooked? I argue strongly for the [...]
Business
What if your organization applied the same degree of focus on the internal retention of employees as it does on the external retention of customers?
Business
Today I published my first post for the Connection Cafe, Convio’s company blog. I’m hoping it gets some energetic and passionate comments so head over there and start a dialogue.
Connection Cafe is largely written to the nonprofit audience, but if you’re from the corporate world don’t let that scare you off. I’ll be dealing with [...]
Business
I’m always excited when a book on employee engagement comes into my field of vision. It just adds more validity to the principles and practice behind the work I do to help organizations design a remarkable work experience. A fairly recent book added to my library is Sybil Stershic’s Taking Care of the People Who [...]
Business
One of my new Twitter follows Chris Rash posted a tweet this morning as a question: Twitter for customer service? Now if you’re not familiar with Twitter you might have read that as “twits in customer service” and thought that’s nothing new. This pervasive public attitude (which isn’t going away) is precisely why companies need [...]
Life
…it’s how we deal with mistakes that count. The universe must want me to learn something important because within 30 hours, two distinct situations occurred to illustrate this point. In one instance, I was on the mistake-maker side and in the second instance I was on the receiving end of someone else’s mistake. And in [...]
Business
Now that I’m out of the non-profit world and in the corporate world, I’m more conscious of public perception of companies. In particular, the perceptions of the bloggerati who can sometimes be unforgiving in their attitudes. As a customer, I will openly admit that I’ve grown less patient with companies over the years. If I [...]
Business
When you get positive feedback from your customers, which would you rather hear (or read):
You are a rock star!
or
You are a rock star because you helped me figure out how to solve this problem that’s been a major pain in the ass for months!
or
I feel like a rock star because you helped me figure out [...]
