The circle of startup life
It’s a sad day in a way – today marks the end of Gist, a company I had the pleasure of working for through its evolution from a scrappy startup pioneering new ways to manage social contacts through its acquisition…
Customers ask for more choice than they want
More Choice == Good, Right? It seems logical: people who buy stuff want choice (lots and lots of it.) We’ve built buying models, stores, and services that ensure that customers can buy whatever they want, whenever they want, and (almost)…
Understanding the Startup of You
Are you still doing the things you thought were going to be hard when you envisioned your role? Can you imagine someone else doing that job and explaining how it works to them? Are you learning new things and meeting…
Customer Experience is Not Rocket Surgery
Let’s get this straight. Rocket Surgery doesn’t exist. It’s a made-up term combining two things people think are hard: rocket science and brain surgery. It sounds so hard that no one would even believe that a Venn Diagram of these…
A Customer Service Time Warp (remember 2007?)
A recent discussion with my kids made me think about how much has changed in the customer service world (and in the expectations of customers) in the last five years. Let’s take an example – picture yourself in 2007. You’re…
But how do you build Customer Wow Every Day?
I had the opportunity to present at @PIEPDX yesterday (thanks, Rick Turoczy and team!) We talked about the Concept of Customer Wow and especially how businesses that are just starting out can think about the People, Processes, and Tools that they need to…
What the heck is Customer Wow?
Customer Wow is a concept that gets shared a lot, and creates smiles whenever it’s shared. But what is Customer Wow, really? You could say that it’s “the ability to deliver above and beyond customer experiences” and I also think…
It’s not enough to build a beautiful site
“It’s about people.” –Marcus Nelson Marcus Nelson’s blog post today about the potential for creating a renaissance at familiar names like Flickr, Digg, and Yahoo challenged me to think about the internet services that I actually pay for (and don’t…
Agile Marketing in a Nutshell
Jim Ewel invited me to speak tonight at the Agile Marketing meetup in Bellevue, WA, and I was pleased to participate in and help facilitate a discussion around the concept of Agile Marketing. Agile Marketing is dedicated to the idea of…
