I recently had the honor of being included alongside close friends on the Mindtouch customer service influencers list. I’m grateful to Mindtouch for investing in the research, and grateful to all who voted to place me on the list. I’m even more delighted that the message of customer advocacy is spreading and gaining traction. This [...]
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Tag Archives: customer service
Lose Some “Wait”
February 25, 2011
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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 moreNet Promoter Score: The Ultimate Question
February 2, 2011
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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 moreRenewable Service in Disposable Industries
December 10, 2010
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“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
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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 moreServant Leadership: Now in 3-D
July 27, 2010
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In the past, it was rare to see servant leadership emphasized as a crucial corporate value. In the future, servant leadership will be a prime predictor of long-term success. This post examines how Woody models the servant leader archetype in Toy Story 3.
Read moreIf Chewbacca had an iPhone
July 12, 2010
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If only there had been an Apple store next to the Mos Eisley cantina. If Chewbacca had owned an iPhone 4, the Empire may have never had their chance to strike back.
Read moreContent: A Banquet Best Served Warm
July 7, 2010
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A company that hides answers behind an 800 number is like a banquet host that locks the meal in the pantry. Enabling self-service support is like laying out a rich buffet, rather than forcing guests to beg at the kitchen door.
Read moreThe Rise of the Vocal Customer
June 30, 2010
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Today’s corporations are facing a mighty challenge: The Rise of the Vocal Customer. Individual business functions will have to think as a single organism to truly maximize the available opportunities that come along side Social Media. So, taking a cue from the Power Rangers, we must “Make the MegaZord.”
Read morePrepare for the coming judgement
June 15, 2010
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Within a year or two, web analytics will make it painfully obvious which technical writers write content that matters and which do not. So the time to tune up your text is today.
Read more- Planned Inconvenience
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- Top Tweets of 2011
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- Lose Some “Wait”
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tomopencrm: Really interesting article. It's a real paradox - ...
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Clemens Rettich: Love this Tristan. It is so refreshing to see some...
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KnowledgeBishop: Fantastic content collection, Mary Ellen! Thank yo...
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