Insights, updates, and stories from mhsutton.me
I ceased work on ServiceChat - the startup that I have been working on for six months. It might not seem that long to you, but to me it is a very long time of illusions and self discovery. My learnin...
It all starts in Germany A few years ago I spent a few weeks working in Berlin. The work was through the consultancy owned by my friends Marion and Andrea. To keep costs low and to help make my stay i...
The Story Whilst researching a post about Morrisons and its customer service on Twitter, I discovered that even though I could see all the customers that had an experience on a given day, they couldn'...
[caption id="" align="alignnone" width="500"] By: Seattle Municipal Archives - CC BY 2.0[/caption] For nearly 25 years, I have been writing some form of software code or another. For nearly twenty of...
[caption id="" align="alignnone" width="332"] By: fhwrdh - CC BY 2.0[/caption] I am mothballing my ServiceChat startup experiment. After six months, I have to admit to myself that ServiceCha...
By: Coffee Circle - CC BY 2.0A couple of days ago, I walked into an outlet of a well known chain of Irish sandwich shops and ordered my lunch. As I am wont to do after my lunch, I ordered a single esp...
As I was sifting through the data that Bizbuzz was providing about potential ServiceChat customers, I came across Morrisons - a British grocery and supermarket business that has about 12% of the...
[caption id="" align="alignnone" width="500"] By: The Laird of Oldham - CC BY 2.0[/caption] I have a tax bill due. It is 'tax on profits' and while I have the money set aside to pay it, there...
[caption id="" align="alignnone" width="500"] By: Jason Rogers - CC BY 2.0[/caption] When I set out to build my startup in January, we moved to Spain to immerse in the culture, learn the language and...
Reach, responsiveness, engagement, resolution, impact, journey - these are all buzzwords in the brave new world of customer service meets social media. Undoubtedly, it has all the excitement of a firs...
I recently saw 'Tangled' - an animated movie of the Rapunzel story. Very enjoyable. As it often happens, a funny visual came to mind and an even funnier caption that I would love to match with an ill...
[caption id="" align="alignnone" width="540"] By: Patrick Hoesly - CC BY 2.0[/caption] As I explore the social media customer service space - trying to discover and connect, I am learning qui...