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…
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…
Seth Godin asks a wonderful question: “Do you have a people strategy?” It’s a quick read dedicated to reminding us that people, not users, engage with applications and services to make their lives better. If you can make people’s lives better with…
What makes a repeatable Customer Service model? The last time you found a broken customer service process (probably, as a frustrated customer), did any one part of the conversation or interaction really stick out? Customer service is tricky, because trying…
Who wouldn’t like to have fun in a playground game where the playground looks like this? This week I had the opportunity to participate in a community event courtesy of the folks at the Salesforce.com foundation and my team at…
Source: flickr.com via Greg on Pinterest For a couple of weeks now I’ve been hearing about Pinterest. The references have run the gamut from fawning tech portrayals of the service (“Fastest to 10 million users in history”) to shares from…
As I write this, Hurricane Irene is churning its way up the East Coast. It’s hard to know whether it’s going to be a “historic storm” or just a big mess. Either way, it raises some questions about how you would…
If you were starting a business today, would you avoid talking to your customers? Yet that’s exactly what many businesses are doing today by choosing not to engage on Twitter or Facebook. Social media is a valuable channel that can…
How do you scale Customer Service? Ultimately, you have to embrace the idea of Commander’s Intent (e.g. ). This means something like the following: Define the objective broadly, e.g. “Provide Amazing Customer Service.” Establish a command hierarchy and roles and…
