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Why e-Commerce Sites Must Send Immediate Email Confirmations
If customers purchase from you online, you need to send immediate order confirmations via email. Think about when you go to the grocery store. You hand over your cash or credit card and immediately are given your products and a receipt. These are physical reassurances that your transaction is complete and...
Whenever a customer is about to do something necessary but that they don’t like, you need to be at your most cheerful and helpful. The last time I got my flu shot I had a very friendly nurse. She was cheerful, made a joke to set me at ease, and made...
Eliminate Waste in Your Business
One of the deadly wastes that is eating up the profitability of your business is wasted movement. Wasted movement leads to wasted time, energy, and possible damage to your products or injury to your employees. The last time I attended a conference downtown, I parked in the city’s parking garage next to...
The Plague of Passing the Problem
Beware of problems with your company and product leaking from one department to another. When issues are caused by one department’s error, it may not be detected until the product reaches another group or even the customer. Unfortunately, the farther down the line the mistake travels, the less likely it will make...
If you aren’t familiar with Gary Vaynerchuck, his latest book Crush It! will introduce you to why he is such a sought-after speaker, consultant, and inspirational figure. Gary’s enthusiasm is contagious and nothing short of inspiring. Passion Crush It! centers around pursuing your passion and how that can lead to financial success. Gary...
Why Being More Like a Tiger Will Help Your Business
This year, 2010, is the year of the Tiger on the Chinese calendar. More specifically, 2010 is the year of the Metal Tiger. According to ChineseZodiac.com, the Metal Tiger is: Assertive, competitive and sharp, once Metal Tigers set their sights on their goals there’s no stopping them. They’ll always do what’s necessary...
Your Source for Providing a Better Customer Service and Customer Support Experience
True Questions from the Front Lines of Customer Support and the Answers from Rich Gallagher – Part 2
The webinar “Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support” was attended by hundreds of customer service and support professionals who submitted numerous questions for Rich G. during and prior to the webinar. Due to the time constraints of the event, Rich...
True Questions from the Front Lines of Customer Support and the Answers from Rich Gallagher – Part 1
The webinar “Getting Your Worst Customers to Love You: True Tales from the Front Lines of Customer Support” was attended by hundreds of customer service and support professionals who submitted numerous questions for Rich G. during and prior to the webinar. Due to the time constraints of the event, Rich...
Tweets of the Week: February 8-12, 2010
Every week it is our goal to share interesting articles that we feel can help our followers learn best practices and discover new trends to continually improve their organization’s customer service delivery and ensure a great customer experience. To keep up to date with all these valuable links, simply follow us...
Parature Travels ‘Accross the Pond’
Parature traveled to London to host two events this week; a prospect event, Parature Customer Experience Seminar, on Wednesday, February 17th, and a customer event, Parature European Users’ Group, February 16th – 17th. We will be hosting a Welcome Reception & Dinner on Tuesday night for prospects, customers, and partners. Check...
Tweets of the Week: February 1-5, 2010
Every week it is our goal to share interesting articles that we feel can help our followers learn best practices and discover new trends to continually improve their organization’s customer service delivery and ensure a great customer experience. To keep up to date with all these valuable links, simply follow us...
We invite you to help our friend John Moore with his survey of customer support preferences and usage patterns. John will be running this survey – hosted on his blog Random Thoughts of a Boston-Based CTO: John Moore’s Weblog – through the end of March and will share his results...
The Chief Happiness Officer
OK, that’s it! I’m getting two exercise balls so I can try this: Who’s with me? Have a happy weekend....
Holy crap – one of the videos from our conference last year is featured on the front page of ted.com. And featured very prominently! Which means that it has now been viewed over 50,000 times! And it’s no wonder – the presentation in question was one of the highlights of our...
Most of us spend most of the work day sitting down. We sit at our desks, we sit in meetings, we sit down at lunch and we sit down for seminars, phone calls, orientations and just about anything else that goes on during a regular work week. Which is why this...
This dog lives across the street from our office: He is regularly found at his post, surveying his domain which is (i’d guess) the whole street. I especially like how his elbow is up on the banister. It’s suave yet domineering!...
Here are two very different ways to start your working day: Which one did you use this morning? Have a very happy weekend!...
Last week I wrote about the value of touch in the workplace. Basically, I’m for handshakes, high fives, pats on the shoulder and even hugs in the workplace as one way of creating and maintaining good workplace relationships and there’s science to indicate the importance and value of touches. Gaby from...
John Caddell's blog
Great blog debates – Toyota edition
I was really disturbed last week to read in HBR.org Jeffrey Liker’s otherworldly appraisal of the Toyota situation (”The Wrong Lessons From Toyota – And the Truth“. Reading more like a paid advertisement than a blog post, Liker, the author of “The Toyota Way,” minimized the complaints of Toyota customers,...
Silicon Pasture Week: what in hell is Collectivus?
One of the newest projects to emerge from the Silicon Pasture community is Collectivus, currently “a test of a prototype before a beta.” I’ve been playing with Collectivus for a couple of weeks now, and I can say this: it is location and check-in a la Foursquare, only people encounter “thingies”...
Silicon Pasture week: The Meetup and why it’s valuable
Sunday’s NY Times article on the New York tech startup scene referenced a monthly series of gatherings, the New Tech Meetup, as an important part of the city’s entrepreneurial community: A recent installment of…the New York Tech Meet-Up, held in Chelsea, drew 700 tech enthusiasts. The buzz surrounding these gatherings is just...
It was energizing to read yesterday’s NYT piece on the New York startup scene, & it got me motivated to revisit our startup community here in Silicon Pasture – Harrisburg-Lancaster-York, PA. This is the first in a week of posts about entrepreneurial activity in our area. First, let’s look at some...
Scott Berkun reminds us of the value of learning from mistakes
You may remember my project The Mistake Bank. It’s on hiatus now (isn’t that what broken-up bands say?), and someday soon I’ll be putting up a post on what I learned from that project. (Thanking Cynthia Kurtz for that idea.) In the meantime, people are still screwing up and, thankfully, learning...
Last December, as we prepared to leave for a Christmas trip, my wife rushed to put together small gift packages for the teachers & staff at our sons’ schools. As I drove around that afternoon dropping off some of the gifts, I would rather have been doing something else–packing, suspending the...
The Engaging Brand
My Number 1 Pet Hate in Business
I have always hated organisation charts...can you have a orgchartphobia! If so I have it...:) I was reminded today of my dislike when a group of managers in a coffee shop were having a "strategy discussion" about how get people......
Show 287 - The Riddle of Human Existence
Show 287 of The Engaging Brand leadership and marketing podcast is ready just for you. To subscribe or listen on your PC now - both for free, you don't need to download anything - all explained at the end of......
Business is uncertain, we live in uncertain economic times, our lives are uncertain. The paradox it seems to me is that as human beings we seem to dislike uncertainty to a certain extent and without that uncertainty we probably wouldn't......
I keep thinking that there is a rush towards connectivity, to a constantly 'on' life which creates a greater interaction with machinery rather than people. We keep talking about the power of the internet, new technology, new gadgets...the things that......
Show 286 - Putting the Customer at Core of Your Strategy
Show 286 of The Engaging Brand leadership and marketing podcast is ready just for you. To subscribe or listen on your PC now - both for free, you don't need to download anything - all explained at the end of......
Why you should hate a weekend!
I was reminded today of something Dad used to say... I was talking about as a business owner you live your business rather than work Monday to Friday...probably a vast generalisation but hey! Dad once said to me "You should......
Kevin Eikenberry's Blogs
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Vantagepoints on Learning and Life
Vantagepoints on Learning and Life is written by Kevin Eikenberry, an expert in developing organization and individual potential. The stories in this book are essays Kevin wrote to help him reflect, gain understanding and help him revisit the truest and most important lessons any of us can learn about being...
The Learning Blog of Kevin Eikenberry and The Kevin Eikenberry Group. Posts will discuss ideas and approaches for becoming a more effective lifelong learner and showcase ideas and trends to make learning more fun....
The Leadership Blog of KEvin Eikenberry and The Kevin Eikenberry Group. This blog explores ideas and insights, resources and revelations about the art and science of leading others and ourselves....
The Training Blog of Kevin Eikenberry and The Kevin Eikenberry Group. Entries here will discuss ideas and approaches for making training more effective, experiential, interactive and fun!...
Think customers: The 1to1 Blog
Hoffman's Hot Seat: Trends Driving Workforce Optimization Strategies
Many decision-makers are struggling to strike a balance between efforts to reduce their organization's contact center costs with the need to maintain quality for a consistent customer experience. 1to1 Media's Tom Hoffman spoke with Nicolas de Kouchkovsky, Chief Marketing Officer at Alcatel-Lucent Enterprise Applications about actionable steps business leaders can...
"Undercover Boss" Provides a Wake-Up Call for CEOs
Few companies truly understand the importance of investing in their employees. But fewer still realize how critical it is to routinely listen to employees to know exactly where to make their investments in their companies. A new television show "Undercover Boss" on Sundays on CBS reveals how some executives are in...
Guest Blogger David B. Thomas: 9 Musts for Establishing a Corporate Social Media Policy
2009 was the year many companies became aware of the potential impact of social media and began experimenting. 2010 needs to be the year we make it an integrated part of our activities, not just a standalone novelty. I hope by now you've come to terms with the fact that...
Are Your Customers Profitably Loyal?
Last week I moderated a panel of loyalty experts who discussed distinctions between emotional and behavioral loyalty. During the roundtable, Prof. John Daly of the University of Texas added a new type of loyalty into the mix -- profitable loyalty. A profitably loyal customer helps the company make money. The...
I know what you're thinking. Delivering a one-to-one customer experience shouldn't have to be a choice over branding; it should be an essential part of branding. I agree. But when you're brand isn't fully established, can taking a one-to-one approach help a company win over established competitors?...
Guest Blogger Steve McAbee: Conversation and Credibility, Company Blogs Need Both
If you ask someone to name a social media tool, they would probably say Facebook or Twitter. These get the most attention and are familiar to the masses. Now ask them how they use either service and you are likely to hear that they post a message for others to...
Church of the Customer Blog
Ant's Eye View: New office, new practitioner
Here's some fun news about our company, Ant's Eye View: We are opening a Silicon Valley office. The new office will support our client base there, including Cisco, Yahoo!, SAP, Symantec, and Apple. Silicon Valley is our third office, after Seattle and Austin. Kira Wampler of Intuit community engagement fame...
Loyalty lessons from Lady Gaga
There's a lot marketers can learn from artist and musician Lady Gaga. At age 23, Lady Gaga has rocketed to global fame in less than two years. Playing piano at age 4 and New York nightclubs at 14, she recently broke Billboard's record as the first artist to have her...
$100 off admission to NewComm Forum
I will be keynoting at the NewComm Forum in April. The NewComm Forum is one of the top conferences that focuses on the power of social media and new communications tools and technologies to can make organizations more competitive, insightful, innovative, efficient, productive and ultimately more profitable. The conference is...
It was my birthday this week, so that usually means birthday-related direct mail from women's retail stores. I have two examples that showcase distinct differences between doing the minimum amount and doing something worth buzz. Ann Taylor delivered a typical postcard: 15% off a one-time purchase in February. "On your...
Strategic objectives are the Holy Grail of a company's being. They typically involve big plans, so the natural inclination is to compose a lengthy description of each objective. That means strategies and tactics are often piled into the wording of the objective. That unnecessarily complicates the objective, making it less...
Why it's important to be a linchpin and an artist
If you want to succeed in today's world of work, author Seth Godin says you should focus on being a "linchpin." That's the title of his new book, so we asked him a few questions about it. Q: What is a linchpin, and why is it important to become one?...
Customer Service That Astonishes
Customer Service: A Tactic or A Strategy?
We often hear organizations talk about their focus for the upcoming period — whether for the year or the quarter. I am always slightly amused when I hear an organizations talking about customer service being a key focus. This usually a sign that they see Customer Service as a tactic to be...
Customers Don’t Care How Much You Know — Until They Know How Much You Care.
We’ve all heard this expression, but I was reminded recently how important this adage is by an experience I had when I was a young Account Executive with one of Canada’s largest advertising agencies. A large international client from Boston was in Toronto for a day of meetings and I was...
Be Consistent — Then Become Great!
I recently read an article “Consistency Is Far Greater Than Rare Moments of Greatness” by Scott Ginsberg The Nametag Guy. In it he makes the point “Because ultimately, consistently is greater than rare moments of greatness. And people only give you credit for that which they see you do consistently.” It brought...
Are Your Recoveries Really Recoveries?
Recently my wife picked up dinner for 4 on the way home from work. We had ordered online from Swiss Chalet (Canadian Rotisserie chicken franchise). Swiss Chalet is known for their dipping sauce, which is included with every signature meal. When she arrived home, we discovered that the “special sauce” was...
What Are You Doing to Offer Value?
When was the last time you re-evaluated your value offering? When did you last sit down expressly to think about the value you offer to both your customers and your employees? What does your organization offer that sets you apart from your competition? And remember competition is not just others who offer...
Conversation Agent
Just a few short years ago, reaching out to the media to discuss a new product or service announcement used to be a fairly straight forward deal. Media people, journalists, trade reporters, and radio personalities used to stay put in one job, with one station or news organization and write...
The Alfred Hitchcock Guide to SxSW
I remember the still summer evenings at the open cinema theater watching Hitchcock movies. What a treat! It was intriguing to me that the off camera point of view, the observation through the lens, could be so powerful to drive the story. I love good stories, don't you? This weekend...
How to Make your Content Sticky
Make it very useful, then make it portable and spreadable. Package it in as many ways as you can think of, build it out, extend it with participation, give it away for free, give it away for leads, give it away to sell it. These and many other ideas can...
Instead of having anything.me. I like me.anything better. Although it might not be as SEO-friendly, it reflects more what happens when we focus on understanding and appreciating who we are. It's important because what we can do -- literally anything -- then follows. The Web doesn't love ambiguity, so doesn't...
Executing a Content Strategy for Buyers Research/Evaluation Phase
With digital media and search, you need to think about a whole new set of considerations when you write content if you want to appeal to buyers who are researching and evaluating products or services. It's not just thinking about the top keywords and inserting them in your copy. As...
Make What you Offer Customers Stand out
In their minds and get word of mouth for your business. Trust is fragile. In a recent post about the intangible art of trust at American Express OPEN, Matthew May cited consumer behaviorist Ernest Dichter. In the 1950s, Dichter determined that most people perceive at least five dimensions of downside...
Project management and time tracking blog for web designers and small business :: the Intervals Blog by Pelago
Online Invoicing Tips for Business Savvy Designers, Developers and Creatives
I’ll be the first to admit that I am not a seasoned expert in the art of invoicing clients. Although the availability of easy-to-use online invoicing software has made invoicing easier, I’ve learned most about this delicate practice from my business-minded partners at Pelago. When a designer and/or developer, like...
Time Tracking is Essential to Agile Development
Time tracking has been a point of contention between developers and managers for as long as I’ve been working in the web design and development industry. That’s sixteen years. I’ve been on both sides of the issue working as both a web developer and as a manager. Tracking your time...
The Anatomy of a Well Designed Invoice
Now that you’ve drummed up some business as a freelancer, a web design and development shop, or a creative agency, it’s time to start collecting money owed. Billing clients is easily done with an invoice. If you use an accounting program like QuickBooks or an online project management application like...
Invoicing Best Practices for Designers, Developers and Creatives
The fun part of being a designer, developer or creative, is solving problems in new and unique ways, building up our portfolio with examples of real-world client work. The creative process is what we thrive on. Whether we are knee deep in web development code or up all night bringing...
Open Source Project Management Software Review
We are, and always have been, big fans of open source software. In our daily workflow at Pelago we use various open source technologies; PHP, MySQL, PostgreSQL, Linux, Apache, Subversion, and many others. We primarily use these open source technologies in developing Intervals, our online time, task and project management...
CustomerThink - Blog Posts
Will CIGNA free its customers of “insurance-ese?”
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What motivates a salesperson – the results are in!
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How Customer Engagement will determine winning brands in Social Era
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A Podcast Channel on the Cheap
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7 Ways To Innovate And Deliver Unique Value To Your Customers
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Do business leaders trust social media to support decision-making?
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Call Center agents need a voice navigation system!
By delivering the ideal blend of process, screens, and contextual knowledge, a service experience management system can act just like voice navigation system, letting agents focus on what’s important: the customer....
Begin with the End in Mind: User Demand
“Begin with the End in Mind: User Demand” This paraphrase from Steven Covey’s 7 Habits summarizes the beginning and end of the KM game plan itself. Knowledge Management practices are fundamentally all means to one end: the right person finding the best information to meet their need at the right time. “Knowledge”...
Predictive Analytics Part 2: Apply Models to Your Service Processes
Predictive Analytics Part 2: Apply Models to Your Service Processes To effectively optimize your decisions, you first need to define your customer service processes and ensure that your agents are following them. Next, you need to add a decision step in your service processes that allow the agent to offer a...
IT Is from Mars, Customer Service Is from Venus
IT Is from Mars, Customer Service Is from Venus IT and business simply do not speak the same language. Collaboration between the two groups is difficult. Often perceived as ‘lack of alignment’, it results in frustration for both sides. The problem has existed for ages. However, in today’s hyper-competitive world, where...
Let’s Rethink SEARCH, Shall We?
Let’s Rethink SEARCH, Shall We? The one constant in my support KM career has been working with search tools – I got involved in creating the CD-ROMs for support right from the commercial inception of that technology in the late 80’s, then in knowledge base search tools of all sorts, then...
Predictive Analytics Part 1: Optimize Your Decisions
You must treat information like this as evidence and leverage it systematically in making your decisions. Essentially, your success means predicting the outcome based on historical trends. This is where predictive analytics is a key....
toronto | restaurant, retail, entertainment service review information
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The Dance Cave 529 Bloor St. West 416.532.1598 I’m pretty sure The Dance Cave has been around since before dirt. It’s situated above famed live-music venue, Lee’s Palace, and it’s about the same footage and layout-a big square, but without a stage for bands. It’s got that late-80s boho Queen St. vibe that the...
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294 College Street 2nd Floor 416.832.3933 In the 90s there was an illegal after hours above the paint store on the corner of College and Spadina. I only mention it because every time I go to Studio Gallery (also on the second floor on College, but a few door down) I think of...
Constructive Grumpiness
Forgot your wallet? Whip out your iPhone.
Originally posted on the GolinHarris Speaking of Social Media blog. In 2009, users of mobile payments (the ability to purchase items or services solely with the use of a mobile device) grew to nearly 74 million and in 2010 is expected to be at the 190 million mark. Worldwide, especially in Asia...
Dear Google, You're Still not Evil
What's the difference between being worth $200 Billion or $300 Billion? I don't think the powers-that-be at Google care anymore about being worth more, or being a number one. It's very clear that both of those checkboxes have been taken care of. Despite the stats in the video above (which I...
Digital Continues to Permeate Reality
Curious Displays from Julia Tsao ------------------------------------------------------------------------------------ Celebrities wearing "Twitter Dresses" to the Grammys. The iPad's pending replacement of newspapers and magazines. Postal envelopes with Google Maps data. The world of digital has created a resource for brands to help consumers solve problems, learn, and be entertained,...
Crowdsourcing (with a small crowd)
Recent posts by BBH-Labs and Edward Boches have inspired a few thoughts in me regarding crowdsourcing. The below items were posted originally in comments but I wanted to share them here as well. 1) Crowdsourcing will only help us if we can prune that crowd. I think this is essentially the...
One Month In: Crowdsourcing Ain't Easy
It's been 30 days since the3six5 project started. If you haven't heard of the3six5 then you must be new to following me on Twitter...I mention it at least 3 times a day. Daniel and I weren't quite sure what to expect when planning this project. Don't get me wrong, we...
Be Mindful of Tech News and Timing
This was originally posted at over MarketingProfs daily. The world of social media has given PR a slew of new means for sharing their content. From a high-level, seeding news via digital means can often be similar to that of sharing news releases through traditional media such as newspaper and magazines,...
Demand Satisfaction!
Now you can Get Satisfaction for your Company on Facebook, too
We know you’ve been asking for it, and we’re happy to report it’s finally here – Get Satisfaction for Facebook. If you like Get Satisfaction for your website, you’re going to love our Facebook app. It takes everything that’s great about Get Satisfaction – asking questions, solving problems, and sharing ideas...
Google + Get Satisfaction = Social Business for Real Businesses
We told you there’d be all sorts of exciting stuff happening: we’re launching our integration with Google Apps! You can find us on the new Google Apps Marketplace, the new store for online business services. Our Get Satisfaction and Google Apps package is more than simply an integration of two tools,...
and 193 Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management
Our friends at the Altimeter group have been busy! Jeremiah Owyang and Ray Wang just put the finishing touches on a new report and webcast: 18 Use Cases That Show Business How To Finally Put Customers First. Altimeter gets our admiration for always thinking the next step ahead in social business,...
(Re-)Introducing the Company-Customer Pact
Get Satisfaction is just entering year four of its life, and in that time we have learned a lot about what it takes to make a customer community successful. Specifically, we’ve recognized that there are two big pieces to running a successful community. The first and more obvious is that you need...
Curious about our new plans? Join our co-founders for a webcast!
We’re excited to be talking with our favorite people: you, our customers! We’re doing a live webcast today at 10:30 AM Pacific time to talk about our new pricing plans, taking questions and giving answers. It’s late notice (unless you follow us on Twitter, or you’re our friend on Facebook)...
Ta-da! I’m happy to announce a major update to our offerings. It’s something we’ve been working on for a long time, and our whole team is incredibly excited about it. You could even say it has involved a cast of thousands, as we’ve incorporated the input of countless people and organizations...
Service with Purpose
Do your job, do what the team expects, and the team will work at its best. Work at you relationships and the team will perform even better. That's the theory. But it encourages mediocrity. If you do your specific job, that's fine and average (but only average). Many people in...
How to be Independent 'with' Your Customer/Prospect
In Customer Service and Sales, I believe there are 4 distinct Types of Personalities. In previous Posts we have talked about being yourself, or more correctly, being your many selves. We also know that customers can present themselves in many different personas, and that you...
In Customer Service and Sales, I believe there are 4 distinct Types of Personalities. In previous Posts we have talked about being yourself, or more correctly, being your many selves. We also know that customers can present themselves in many different personas, and that you also have...
Do your Customers Want to Nurture You?
In Customer Service and Sales, I believe there are 4 distinct Types of Personalities. In previous Posts we have talked about being yourself, or more correctly, being your many selves. We also know that customers can present themselves in many different personas, and that you also have many...
In Customer Service and Sales, I believe there are 4 distinct Types of Personalities. In previous Posts we have talked about being yourself, or more correctly, being your many selves. We also know that customers can present themselves in many different personas, and that you also have many different personas. It is...
One Big Danger of Customer Sales Forms
In my Mystery Shopping business, I see many examples of Sales forms and processes designed to keep staff on-track with the Sales process. The form may look like a script, a form, or even a set process.Sales forms have their place, however the biggest danger is that you lose sight...
Customer Experience Crossroads
Social media is just one big ad
Something terrible has happened -- people have been telling everyone to use social media for brand building and visibility and everyone's listened. The result isn't pretty. My e-mail is filled with spam, and the rest of social media seems to be going the same way. What do you think ... is spam...
Focus Groups: how can a table and some chairs cause such controversy?
The comments are a much better read than the actual post, which coughs up the same tired mythologies you've already heard a hundred, if not a thousand, times. [e.g. Henry Ford and the "faster horse" soundbite, the "Apple doesn't do research" myth, and more of the same.] leaders who claim to...
Start by fixing the dumb stuff
I was mixing up some dip yesterday, and observed (for the hundredth time) that when you open the package, you rip off half the instructions. I'd rather rip off the bar-code, but it's safely tucked away at the bottom of......
Fixing the TTC: design thinking is only part of it
I remember visiting Toronto as a girl [living in Sarnia at the time], and the Toronto transit system was initially frightening-big-complex, and then magical. Underground trains that sped you from place to place! Buses that would take you anywhere! People......
Clever things to make customers happy: what's yours?
When I saw the way my cold beer arrived on a very hot day, I actually squealed in delight. Now what clever thing can you do that doesn't require new technology or big expense and will show your customers you......
Are we really an urban nation? Maybe not
I've been working on a B2B interview project for a couple of weeks now, and I'm driving into industrial parks and suburban shopping areas all over the place. As well as the downtown core. It's been a real eye-opener. Yesterday,......