Your customer wants to be entertained
We are all very busy. When someone asks for our attention, we want a show. Not just a “dog and pony” show, but a real experience with a tight structure, strong production values, and a Big Finish that we can…
Noreply@ Emails Are Dumb
Imagine if you had a store and on the front door you placed a sign stating, “We’re not open for business.” You wouldn’t expect many people to come to your door, much less people to come back and see you…
The first goal is to keep learning
My first goal as a college senior was to have the kind of job where I would never have to wear a tie. Achievement unlocked. But that didn’t really get to the core of the issue. I was really trying to…
How do community managers build community?
Talking to customers. Understanding their needs. Brokering disputes. Learning what’s best for the community as stated by the members of the community. And communicating that to others. These are some of the things that the best community managers do (online…
Small Companies Care More About Customers
Quick, name the last time you dealt with a big company and had a great experience. For most of us, it’s hard to think of a time when that happened. Now, think of a neighborhood business or a shop or…
Whodunnit? A Customer Service Detective Story
Once upon a time, you had a problem with customer service and you mentioned the problem to your server, the front desk, or the person who interacted with you directly. You may have also called a toll-free number or a front…
How to Hire an Awesome Community Manager for your Startup
photo by Who will be successful as a community manager? I love coming across new community managers who say, “I guess I’ve been doing this my whole life.” It’s a light bulb that goes off in them and they’re excited…
Great Service Starts When the Customer Walks In
(image courtesy of Moleskine) THE SCENE: Your Average Neighborhood Art Store THE PROTAGONIST: Your Average Customer THE CUSTOMER’S RESULT: “Wow, I don’t think I’ll ever go there again.” How often have you walked into a store, found something on sale with a “can’t…
Imagining the machine
Photo by zigazou76 You’ve probably been there: a meeting where there’s a great idea to make a new feature. “Wouldn’t be great if…” is often the trigger to a neat, as yet unproven idea. So how can you get more…
