Seth Godin has another great post on his blog today entitled How to Answer the Phone in which he states: The only reason to answer the phone when a customer calls is to make the customer happy. He goes on to say If you’re not doing this or you are unable to do this, do [...]
In my post iPhone 2.0 Wishlist I outlined what I hoped for from the new iPhone which Steve Jobs did indeed announce on June 9th – so did I get everything I wished for? I was lucky enough to receive my iPhone 3G on the July 11 launch day; I say lucky because the launch and the run [...]
I wrote about the FUEL Conference earlier and what a success I believe it to have been; but I didn’t go into my thoughts following the event. It strikes me that company culture is a key factor in a successful social and community strategy. The companies that are doing well and really engaging with their [...]
Having cited Apple as an example of companies bringing their customer service back home I was dissapointed to read this item over at Boing Boing Gadgets which seems to suggest that they aren’t. Not only has the writer repeatedly had trouble getting through to Apple but when he got through this is the quality service [...]
Dear readers, customer and company representatives, I am sick and tired of bad service. Not of bad products and goods but of the service that supports those products or is the product itself. I am fed up with you seeing me as an annoyance, as something that costs you money to provide a service to [...]
It makes such a refreshing change when a company a) has a personality and b) feels able to express that personality in their communications with their customers. I recently ordered the new Thomas Dolby CD and DVD from CDbaby.com and just received this fantastic email to let me know they had shipped. Subject : CD [...]