Nothing says “DISRESPECT” quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! It’s conventionally accepted that the customer (who NEEDS something) should be willing wait for the service provider (who HAS what they NEED.) However, somewhere along the […]
Read more
Archive by Author
Net Promoter Score: The Ultimate Question
February 2, 2011 
10 Comments
I swiped my debit card and stared at the tiny screen… I expected a prompt for my PIN. Instead, the monitor read, “How likely are you to recommend K-Mart to a friend”?” This caught me off guard. K-Mart wants to know if I LIKE them? Not only that, they want to know if I like […]
Read moreSeek or Go Hide
January 27, 2011 11 Comments
“Hide and Seek” had screeched to a halt! My 11 year-old son had outsmarted his younger sisters by hiding BEHIND the dryer! My poor daughters had looked every place they knew. They were now wailing that he’d run away from home. It was time for Dad to get involved. With a loud shout, I commanded […]
Read moreWhy We Matter
January 11, 2011 19 Comments
I didn’t even KNOW I was a Technical Writer. You see, back in 1995, I’d been brought on as a TEMP to answer merger-related email for a bank. When the bank’s Online Customer Service department suddenly faced an external audit, they asked me to document all the internal procedures. A few weeks later, as that […]
Read moreA Technical Writer’s Christmas List
December 22, 2010 16 Comments
I saw Santa in the mall this weekend. The line was long, but I THOUGHT about it. I know I’m too old. I know he would NOT appreciate me on his lap. I get all that. But I WANT stuff. I want Technical Documentation stuff. Not products, mind you: I want FUNCTIONALITY! I know the […]
Read more6 Ways to “Be The One” in 2011
December 21, 2010 14 Comments
The shriek shatters your daydream, causing your fists to clench. You spin, seeking the sound’s source. There, just 100 yards away, a helpless person is in danger! You’ll help, right? You’ll at least GET help, right? Of course you will … Right? Apparently, it’s not that simple. The answer shouldn’t depend on how many other […]
Read moreDocumentation as a Support Channel
December 14, 2010 6 Comments
The technical communication profession collectively peers through a window of opportunity. I work at the intersection of technical communication and customer service. My digital strategy tasks focus on the efficient delivery of effective content. So when I see someone who truly understands how valuable quality content can be to a customer, I jump for joy. […]
Read moreRenewable Service in Disposable Industries
December 10, 2010 13 Comments
“Please state your date of birth.” A few feet in front of me, an elderly woman looked up at a young cashier. Stunned and flustered, the elegant matron asked “Why do you need to know my date of birth?” The cashier deadpanned, “Halo 3 is rated M for Mature: I can’t sell it to you […]
Read morePlanned Inconvenience
December 8, 2010 27 Comments
The Customer Service revolution is OVERDUE. This week, I called my bank to close an extra business account that I no longer needed. What happened next was stunning. Before the bank finally closed the account: I spoke with five different humans I was read a formal apology sentence by all five I was authenticated four […]
Read moreRenewable Documentation in a Disposable World
November 15, 2010 12 Comments
Recently, the Lead Change Group invited me to share my thoughts on Renewable Leadership in a Disposable World. In the post, I explain how several 20th-Century organizations fixated on quarterly profits at the expense of their own long-term viability. There are many differences between the disposable and renewable organization and I won’t repeat them all […]
Read more- Planned Inconvenience
- Top Tweets of 2011
- Why We Matter
- Bring your WHOLE self to Work?
- May the True “You” Shine Through
- Better a Weary Warrior
- Triage and Social Media
- Social Media Has Changed Marketing Forever
- Service is the New Marketing
- You Got Your Social in My CRM
-
Mike Henry Sr.: I forgot to mention also, that TR quote is my all-...
-
- Numero Uno | Community Roses: [...] Triage and Social Media by KnowledgeBishop ...
-
KnowledgeBishop: Thanks, Martina. Yes, the process is working very ...
-
Martina: Sounds like an excellent system, Tristan. The flow...
