What do you do when there’s a problem? Building customer service at scale requires process, chiefly the establishment of roles, responsibilities, and an plan to activate in times of crisis. What do you do when there’s a problem with your product…
Thank you for reading this post – really! When I started at Gist I had been on the job for only a few weeks when I answered a question from Brad Feld, one of our key investors. It must have…
Startups Require True Fans – Thanks! I’ve been part of an Internet startup for the past 18 months – and one of my ideas was to build the Customer Experience by finding our 1000 True Fans (thank you Kevin Kelly…
Since I started my current role as a Customer Experience Manager in October 2008, many people have asked me “what’s customer experience and how do you deliver it?” Aside from cheeky remarks like “I ensure customer delight”, I didn’t have…
Keep Gate Closed Originally uploaded by gregmeyer You’ve seen it before. It’s the shop that closes at 4:45pm when the posted hours are until 5pm. It’s the airline desk where an overwhelmed worker lashes out verbally at angry customers trying…
Honey stand Originally uploaded by gregmeyer I recently returned from a vacation to Oregon and stopped (as has become a ritual, or at least a habit) to buy some local honey from an honor box on Route 99W in Dundee,…
I hate to-do lists. Let’s be clear. A to-do list is the best way for me to remember that I haven’t finished doing something. If I start making lists I’ll remember all of the things I once thought were important…
If you’re in a job like mine (which is likely if you’re reading this), you type. A lot. In fact, you probably type most of your day away. Would it surprise you to know that much of the time, you’re…
Google Buzz is a better Bulletin Board. For the children of the 1980s, that’s not a negative connotation. When I first heard the squawky dial-up modem (1200 baud) to a far-away server and saw the monochrome ASCII listings for files…
