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.
We’ve published a ton of posts here about the need for marketers to realize they’re in the media business today. Here’s one about a media company realizing that they’re in marketing. John Yemma, Editor of The Christian Science Monitor, in a guest editorial on PaidContent says: What we’re learning is that the key to building […]
Amy, Cruise Director at Get Satisfaction explains the crowdsourcing concept as it applies to customer service: Satisfaction is people-powered customer service for absolutely everything. More specifically, though, it’s a place where communities of customers come together to answer each others questions, share ideas with each other or with an organization, report and solve problems and […]