Necessity Drives Innovation in Customer Experience
Disruption rarely occurs because a new technology magically makes everything better. Few creators of software and algorithms build solely for the purpose of disrupting anything. Many creators of companies build to solve a problem they’ve had and they don’t see anyone...The Hidden Lairs of Your Most Passionate Customers
The following is a guest post from the inimitable Jay Baer. The best opportunity to grow your business with customer service is to engage with your “onstage haters,” or customers who complain in public forums. And the best opportunity to engage with your...Customers are a marketing method if you’re smart
I was listening during my morning workout to the Marketing Over Coffee discussion that John Wall and David Meerman Scott were having about how wireless connectivity is essential, and why more event venues don’t invest in decent Internet connectivity. When you...Get the first cup on the table as fast as possible
This morning, John Wall and I were discussing the merits and drawbacks of the diner in which we do Marketing Over Coffee each week. One of the hallmarks of good service at a restaurant is that things initially happen at a rapid pace. You get seated quickly and your...The most powerful customer service secret of all
The simplest and most powerful customer service secret of all: tell your customers what’s going on. Or better yet, give them the ability to tell themselves. Refer back to my joyful travelogue recently. The #1 thing the airline could have done to make...2018 Marketing Planning Framework
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