My friends all know that I enjoy good PodCasts. My daily commute only is about 8 steps from my bed… maybe a bit more if I detour to the stove to start the tea kettle before starting work. But when I’m visiting clients and or attending events I’m usually going at least 40 minutes (Palo…
These conversations happen in the pub, in the bleachers of our kids soccer games, and just about everwhere. We’re all having public conversations all the time, where the only privacy is that of proximity – you really don’t know who that is sitting at the next table, and usually you really don’t care. Now many of those conversations have moved to Twitter, or Facebook, or your blog. Some of those are open conversations that are easily found, searched, and aggregated and some aren’t.
You want the virtuous cycle, or the vicious one?
The key is to create a virtuous cycle of great support, product improvement, and customer loyalty & recommendations. It’s a virtuous cycle of good will. Here are the steps:
Yesterday I did an @-reply to Robert Scoble (@Scobleizer): @Scobleizer, for me twitter is for getting interesting insights and ideas. I’m sure not going to get them from those who follow me! (ducks) Robert had tweeted his blog post on a change of follow habits, You are SO unfollowed! in which he said: On Monday…
Our fabulous volunteers put together this amazing auction to benefit Square Peg Foundation. They’ve done a amazing job and we’ve received great support from the community. Here’s are just a few of my favorite items: 2000 Chateau Pichon Longueville Comtesse De Lande – Grand Cru Classe Pauillac (Bordeaux) wine (Double Magnum 3L) Masterminds of Programming…
Tech Support folks should also be friendly and like helping people. They should be communicative both inside the organization and with customers. Dont just expect your team to “be professional”. That admonition is at the core of the wooden, scripted responses that frustrate customers.
This recent research is shows the difference you can get when focusing on resolving problems: The study found that customers from each company are generally satisfied with hold times, ease of reaching an agent and agent professionalism. In contrast, there was a significant difference in the percentage of customers who reported their problem was solved:…
Arianna Huffington was the morning Keynote Speaker at the Craigslist Foundation Boot Camp for Non-Profit, Saturday in Berkeley, CA. I was looking forward to her speech. I enjoy Arianna on KCRW’s Left, Right, and Center and usually agree with her editorials in The Huffington Post. I knew it would be a good speech – an…
Twitter is getting another big wave of adoption and many people are asking again what it’s for. How could short broadcasted text messages limited to 140 characters be useful? What utility could it possible have? For tech support organizations I think it’s very useful, in two primary ways: for “eavesdropping” on people who are talking…
Check out the post by Jon Mountjoy on the feedback request from Apple after getting his Macbook Pro serviced at the Apple Store. The folks at Apple have done a very nice job on this process. Compare it to what you do. How does your feedback process make your customers feel? An interesting example is…