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Surveying Your Service Providers

Sat, 17 May 2008 00:10:03 GMT

These companies are doing the right thing (surveying your customers is great), but chances are, there is a group that they’re forgetting to survey: their service providers. Employees, especially frontline service providers, know a lot about your

Are you hyperconnected?

Fri, 16 May 2008 14:41:01 GMT

If this sounds like you, you're probably part of the hyperconnected culture, where multi-tasking communication is the norm. An IDC/Nortel study of some 2,400 people in 17 countries found that 16 percent of respondents are already hyperconnected, embracing a world of multiple devices and intense use

What is a Customer-Focused Strategy? Thoughts and Examples

Sat, 10 May 2008 22:32:12 GMT

That is the question that Glenn Ross of Customer Service Experience asked a group of customer service/marketing bloggers. Here are some answers he has received so far: "Most simply, I would define “customer-focused strategy” as a view on

Book Review: The Best Service is No Service

Wed, 07 May 2008 17:10:22 GMT

Through an eight step process, they outline how your company can refine its customer service by identifying and fixing problems and enabling customers via self-service. These may be problems with packaging, customer expectations, instructions, etc. Your

Birth of a Bag

Fri, 09 May 2008 15:33:31 GMT

The first diaper-bag query started eight months ago, and since then, there have been a lot of new conversations on Get Satisfaction imploring Timbuk2 to cater to the mommy (and daddy) crowd. Should Timbuk2 branch away from the messenger bag market? But some of those new customers apparently want a

Re-Experiencing Starbucks: Update 6 - The Card

Tue, 13 May 2008 04:33:26 GMT

The Starbucks re-experience is still in its early stages as evidenced by the inconsistent execution of their revamped loyalty card program. According to the Starbucks website, benefits of a registered Starbucks card include free shots of syrup, free brewed

Customers Expect Kina'ole

Sun, 27 Apr 2008 21:01:17 GMT

If you take time today, Sunday, to sit with this concept--in a quiet place, with your marketing plan in hand, then bake it into your business and your commitment to customers, it may be the most affordable, effective and simple thing you can do to attract customers. Many years ago, great customer

All It Takes Is a Piece of Chocolate...

Sat, 26 Apr 2008 21:53:27 GMT

and ordered a turkey sandwich and my favorite coffee drink, an iced mocha. When the plate was brought to my table, I noticed the little Hershey's kiss sitting on my plate...a caramel-filled chocolate to boot! Never mind that I was really hungry for that

Christoph Guttentag from Duke University - Part 2 of 4

Thu, 15 May 2008 16:58:52 GMT

In this part of the interview, we discuss the expectations that come along with the $75 application fee and how the early decision program plays into the application process at Duke. Even if the decision is not what they were hoping for, the expectation is

This Made My SPEW my Morning Coffee

Thu, 24 Apr 2008 13:02:00 GMT

Thanks to FARK.com, I have spewed my coffee all over my laptop. Dig if you will, a REAL HEADLINE from a REAL news story. "David Allen Chapin, who ate the brain of his roommate after he shot him 30 years ago in an argument over whose religion was best, is