-
Cheap At Half the Price
By: Coffee Circle – CC BY 2.0 A 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 espresso to go. The lady behind the counter promptly setup the coffee […]
-
@Morrisons Customer Service: Fluke or Designed to Delight?
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 UK grocery market (source: Economics Help) I was looking at their ‘apology’ buzz – a tracking of how many apologies they are making […]
-
Why Current Ideas of Social Media Customer Service Suck
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 first date – all that uncertainty of how to behave and what to say. Despite being a new platform, the same rules apply – being authentic, […]
-
July 9 – Back away from the code, slowly.
Every passing day re-affirms my fear. I have to back away from the code, close the IDE – quit doing what I love doing and start doing the other thing. You know – the other thing, the hitting-the-phone, sell-your-vision, learn-the-problems, discover-your-customers, dine-with-rejection-and-unreturned-emails thing, you know Customer Development! Now, I have a world of love […]
-
Businesses apologising on Twitter – see anyone you know?
What is all this about? For the last few months , I’ve been working on my startup (ServiceChat) and trying to understand how businesses do customer service on Twitter. It has been a fascinating endeavour – it still is. I’ve learned so much – mostly how not do it – but also seen some amazing […]
-
May 31 – Talking to Customers is Hard
Yesterday So I’m trying really hard to chat with some people about the problem I’m trying to solve. My approach is to talk to my prospective customers’ customers – the ones that have the enquiry/frustration/need they want addressing. It should be easy, right? It would appear not so. What could be easier – I know […]