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.
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 […]