Service Untitled
SEPTEMBER 15, 2009
Service Untitled The blog about customer service and the customer service experience. Some of the major examples included: Phone problems (long hold times, annoying hold music, getting disconnected, blind transfers, etc.) Employees that aren’t happy to see customers (rude, disaffected, unhappy, etc.)
Make or Break Moments
JANUARY 27, 2010
Or determine what your customers need and work backward, even if it requires learning new skills. Kindle is an example of working backward.&# It is rare that a company begins its life or expands its offerings by first asking the customer what they want or need. The article is about the incredible sales of the Kindle.
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Make or Break Moments
MARCH 15, 2010
In one example in the book the wise one man on the peak tells the story of a once great company: “When I was younger, I worked for a very large and famous company. We provided a great service at a good price-the best in out industry. .&# “So what did you do?&# The truth was that we were not making our customers happy.&#
Make or Break Moments
JUNE 4, 2010
Share your examples here. I set up a Wordpress.com blog and with the exception of the $9.95 at Name Cheap to buy my name, it just cost me the time it took to put it together. So have your purchased your name as a URL? What have you done with it? I’d love any suggestions for how to make the site better.
Make or Break Moments
DECEMBER 16, 2009
Here is a perfect example of marketing driving the traffic and a sales person dropping the ball. We only get one chance at a first impression and Leslie’s first impression clearly isn’t positive in this example. It is not the job of the prospect to buy it is the job of the seller to sell.
Make or Break Moments
JULY 9, 2010
Have you looked at the possibility of reinventing what you offer your customers? I guarantee your customers needs have changed – have you? Apple is another example that Harvard Business Review wrote about in their article Reinventing your Business Model. is celebrating their 35th year in business.
Make or Break Moments
JULY 13, 2010
His example is saying yes to keep food on the table. In Alan Alda’s book “Never Have Your Dog Stuffed… and other things I’ve learned,&# he talks about saying yes no matter what just to keep active in your industry.
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