Just ran across a conversation about FAQs in the Google Group for content strategy. [If you're interested in CS, you need to join this group! Lots of great ideas.] This conversation popped up at a great time for me — I’ve been pondering FAQs for a few weeks now, and here’s what I know: FAQs [...]
Category Archives: Customer service
SXSW: Gary Vaynerchuk and The Thank You Economy
March 14, 2011 – 3:24 pm
I will tell you straight out that I have a fan-girl crush on Gary Vaynerchuk. I find his enthusiasm infectious, and I agree with his perspective on a lot of things. Particularly on the value of hard work and on how you treat customers. I don’t know where you live, but everyone doesn’t value those [...]
You can’t speak in your own voice if you don’t know what you want to say
January 13, 2011 – 8:29 pm
Authenticity matters a lot these days. I think it matters a lot more online than it did even 10 years ago. In a world where celebrities can get their Twitter accounts verified, people are willing to pay more for the real thing. It’s so easy to spoof — to pretend to be someone you’re not. [...]
15 things we need to stop doing in 2011
January 4, 2011 – 7:04 am
What a great list of things to stop doing and thinking from Chris Koch. Here’s my favorite, though there are several good points here. In 2011, we need to stop believing things like: Filtered conversation reduces risk. The ultimate risk in business is that your customers stop buying from you because they don’t trust you. [...]
Your marketing is killing your customer service
July 15, 2010 – 1:08 pm
Yeah, you. Corporate America. [Maybe corporate everywhere...but my recent experiences are homegrown, so no blame-passing today.] Your amazingly successful efforts in data collection, standardization, segmentation and automation have removed the human element from your interactions with your customers — remember them? The people who make an emotional, human decision to spend their cash with you [...]
The intensely personal customer experience
June 25, 2010 – 3:39 pm
I’ve been light around here this week, primarily because my dad had to have his prostate removed yesterday. The surgery went well, and the surgeon expects my dad to get a cancer-free report from the lab results next week — here’s hoping! At Creekmore Consulting, we do quite a bit of work in the health [...]
The only way to win the fight for attention
April 26, 2010 – 12:07 pm
Even in today’s still-uncertain economic times, I would argue that most marketers’ biggest problem is getting the necessary share of time, not share of wallet. In my working life, the time clutter problem has gotten to be the biggest issue for people in the modern economy, across industries. And nonetheless, we’ve got products and services [...]
A big, urgent question
July 9, 2009 – 10:28 am
A great post today from Mark Hurst’s blog: Are we doing what we love?
I'll now say something nice about Ning
February 6, 2009 – 7:04 am
The Ning director of support gives us an update on a bug fix that caused some of my recent trouble.
Find where your audience lives and meet them there
December 15, 2008 – 10:06 am
When you find your customers are using a service like Twitter, your presence becomes a requirement.