#AskJPM Backfires, House of Morgan Cancels Tweet Chat

JPMorgan-Chase

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

WarbyParkerFanLove

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

Mortons_delivers_to_EWR

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 […]

You Can Trust Technology, Or Trust Customer Service-Minded People Behind The Tech

Rackspace

OSCON 2011, an O’Reilly conference on Open Source, was held in Portland this week. The event brought a plethora of Open Source advocates to the city, including a sizable contingent from Rackspace in San Antonio. Cloud Evangelist, Matt Wilbanks, made the trip and he took time from his conference schedule to explain how and why […]

You Have Been Consulted, And Here You Are Being Consulted Again

The excellent writer Paul Ford of Ftrain says, “The web is a customer service medium, not a publishing medium.” Ford’s declaration has the potential to help a lot of people get the web right. Ford is a writer, so he knows people in the book- and magazine-publishing industries. Some people in these industries–the ones who […]

To Win Big Like Gary Vee, You Have To Care Like Gary Vee

It’s Christmas Eve — a good time to reflect on the year. My marketing services firm got off the ground this year, we sold our Hilton Head house (at a huge loss), and I attended a world class conference in my hometown, among other things. On this last note, Big Omaha has wisely archived some […]