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 [...]
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.
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 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 [...]
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 [...]
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 [...]
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 [...]
Barry Moltz is a consultant who “helps small busines owners get unstuck.” SmartBlog on Social Media notes that Moltz believes the best way to promote a business and attract new customers is through providing exceptional customer service, not through traditional marketing techniques. The reason, he explains, is fourfold: 1. The recession has made people think [...]
The Consumer Reports “Naughty and Nice Holiday List” is a collection of customer-service policies Consumer Reports likes or loathes.
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