Be more like Amazon Fresh, and Less Like The Phone Company Becoming a verb for consumers is a sign that your company has made it. Google it. Just Uber It. When your company’s name becomes the shorthand for a great…
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…
This weekend I participated in an amazing event at Startup Weekend Seattle. I found some great new friends, got the opportunity to pitch amazing ideas in front of a crowd, and contributed to an epic journey: building a complete startup from…
I read @codybrown‘s excellent analysis of network growth and scaling with regards to MySpace, Facebook and Twitter this morning and got to wondering if the concepts he’s talking about can be applied to broader concepts in Customer Service. Brown presents…
I confess: I am not an e-book reader. I use the old-fashioned library and a daily newspaper to consume printed media. Yet the recent introduction of Amazon’s Kindle 2 made me stop and think about whether I should consider changing…
