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

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

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 […]

Show Don’t Tell Is One Way, But Show And Tell Is Better

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 […]

L.L. Bean Is Nice, Best Buy Is Naught

The Consumer Reports “Naughty and Nice Holiday List” is a collection of customer-service policies Consumer Reports likes or loathes.

Modern Digital Life Can Be #SoIrritating

People are irritated and Edge Gel, for one, is doing something about it. Via its @EdgeShaveZone Twitter page and #soirritating hashtag, Edge is slowly developing a following of gripers in effort to “own irritation prevention” in consumers minds. According to Ad Age, Jeffrey Wolf, Edge’s senior brand manager, terms it “the anti-irritation platform.” And it’s […]

An Editor Focuses On His Customers And Wins

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 […]