Archive for the ‘Customer service’ Category

Commitment To The Long-Term

27, Mar 2011

In my highly-connected digital world, it’s really nice to take the time to talk to my friends in person and discuss life, work, love, and the meaning of it all. I’m particularly fond of my conversations with Danielle Morrill, and every time we talk, we have this ability to tease really cool big ideas out [...]

Walk A Mile In His Shoes

27, Jul 2010

This post was reposted from the Attensity blog, with the purpose of retaining a copy of the blogpost in my blogging portfolio. This post was inspired by Phil Simon’s post yesterday on Mike 2.0, the open source standard for information management, as well as many other blogposts. Phil’s post talks the poor customer experience that [...]

Does Everyone Deserve Great Customer Service?

3, Jun 2010

(I must admit, it took me a long time to write this, and this post sat in drafts for a couple of weeks. I feel challenged at times, because I produce so much content over on the Attensity blog, and contributing guest articles for other publications – I find it difficult to write more for [...]

Tweet Me, Help Me, Don’t Just Sit There

30, Apr 2010

I got the idea for this post while going through some travel mishaps caused by the Icelandic Volcanic Ash Cloud. Here’s a bit of background: I flew Air France to Moscow via Paris, and Delta was fulfilling my flight back to New York’s JFK’s airport (whose customer was I really? It’s still not clear). Although [...]

Why Some Industries Can't Handle Social Media

9, Dec 2009

As social media gains mainstream acceptance, companies are starting to embrace (well, not always embrace, but at least tinker with) the social and realtime communication channels in order to listen and engage with customers and consumers. But not everyone is ready to engage with the culture of openness and sharing that comes with the space. [...]

LEER: Listen Engage, Empathize, and Respond

19, Jun 2009

(this post was first conceived 1.5 weeks ago, but unfortunately, I wasn’t able to complete it until just now, due to my heavy blogging commitments at the Good Wine Journey blog, which I as part of my application to A Really Goode Job by Murphy Goode). Last Sunday night, I went shopping for two airline [...]

Importance of transparency

19, May 2009

Companies can no longer afford to not communicate the reasons why they are doing / not doing something to their users, or to not communicate fast enough. Not to beat a dead horse, but this was very apparent in the Twitter @ replies episode from last week. Biz Stone of Twitter took the time to [...]

How much should you listen to your customers

14, May 2009

The recent upheaval in the Twittersphere regarding the new Twitter update dealing with @ replies has got me thinking over the past couple of days (in case you are not familiar with what the new Twitter update does, please read @whitneyhess’s blogpost which does a great job explaining it). Even though I am not going [...]


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