3 Way Video Conference

Want the best possible access to your friends and colleagues? Consider video conferencing technology. CloudTweaks quotes Frost and Sullivan research about the expected market revenue for cloud based conferencing services and systems. By the time 2016 rolls in, the figure is estimated to hit $6.3 billion. And that is just the start, especially with the […]

#AskJPM Backfires, House of Morgan Cancels Tweet Chat


JPMorgan Chase & Co intended to use Twitter today for thought leadership purposes. Using the hashtag #AskJPM, interested parties were invited to send questions in advance of the session set for Thursday at 1 p.m. in New York. $JPM VC Jimmy Lee is taking over @JPMorgan on 11/14 at 1pm ET. Tweet Qs using #AskJPM […]

Customer Service Defines Your Brand In A Way Advertising Never Will

the customer is always wrong

Impatient, are we? Not so much by nature, but by digital design. If something takes a few seconds to load, for instance, we act as if we are being cheated of precious time. The powerful multi-way communication channels we now rely on have also reset expectations. Emails can sit there unanswered, but ignoring an Instant […]

Manage Customer’s Expectations In Social Channels — Save The Brand’s Ass

Conversocial-NYU-Consumer-Survey-White-Paper.pdf (page 5 of 10)

I am not a social media fan boy, but I recently had a customer service experience enabled by social media that gave me new found respect for the channel (as a customer service opportunity of untold magnitude). More on my story in a minute, but first, let’s have a view from the mountaintop. Open Forum […]

So Much Better Than A “Like” On Facebook


Eyeglasses purveyor, Warby Parker, did something right. We know this because Marsha, a customer from New Orleans, conveyed her brand love in a box of goodies from the Crescent City. I’ll take beignets from Cafe Du Monde over a Facebook “Like” every time.

How To Win Big in 2012: Create Exceptional Brand Experiences For Your Clients’ Customers


Allen Adamson, Managing Director of Landor’s New York office, has some thoughts to share on what brands need to succeed in 2012 and beyond. Companies that once thought in terms of “built to last” must now think in terms of “built to change.” Creative thinking and an entrepreneurial spirit are the price of entry, and […]

FedEx Man Takes His Job And Shoves It

FedEx charges a good deal of money to move precious packages around the world in very few hours. It’s a high wire act, and the holidays add considerable pressure on the company’s staff to perform. Sadly, not every staffer is able to perform up to the company’s standards, a fact that will be made increasingly […]

Listening Is Step Number One On The Road To Superior Customer Service

Starwood Hotels & Resorts

Travelers need an outlet to vent when their hotel, rental car or airline experience goes astray. My Twitter feed, for one, is full of such complaints, which sadly are sorely out of context. I understand the need to vent, but why subject me (and others) to your anger at a particular service provider, when the […]