Customers have always talked about your brand. Those conversations have gone on in the bleachers of the little league game, at weekend parties, over lunch, and of course, at the water cooler. Those conversations were happening, but you had no way of knowing it. There was no way you could find them and listen in,…
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Author Archives: darius
Go where the conversation is happening
Written on August 30, 2010 by darius in CRM, Leadership, Measurement, Support Fundamentals, User Experience
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Crisis Management – learn from Apple
A quality that I find hugely important but increasingly rare in people is the willingness to admit mistakes. Growing up I wasn’t really part of a culture in which mistakes are openly discussed and used as an opportunity to learn. For a long time, my own approach was therefore one of just moving on or…
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Promises and Expectations
Our local Apple store is the Palo Alto store on University Avenue, known by some as “Steve’s Store”. My wife’s iPhone has lost its backlight, so I stopped in today to get it replaced or repaired. The store is packed, of course. I realize I should have made an appointment. Ah, but it’s till worth…
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The UX of SupportUX
[Customer Experience] isn’t about being nice or having people like you. It’s bigger than that. It’s about winning. And winning well.
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Steve’s HR Technology – Journal – The Conference Room Paradox
Steve Boese considers the conference room… You know you have all been there before. The big conference room paradox. Organizations drag everyone into a central location called ‘the office’, but then parcel out space in small increments of cubes and private offices, and there is hardly any space to actually interact and communicate and collaborate….
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Tricking people is not “Viral”
You’d think Cluetrain never happened. So many companies, and even sophisticated marketing consultancies, seem to think that tricking people into “sharing” so that their contest “goes viral” is a useful strategy. Note the recent hubbub regarding the Fast Company contest, summarized nicely by my friend Alexia: These sentiments were echoed by countless others. The biggest…
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Do you know who the mayor of your business is? « The BrandBuilder Blog
Olivier Blanchard has done a nice no-nonsense overview of Four Square for small businesses. All my friends and family with restaurants, spas, shops of all sorts should take this advice… Pop quiz: You own or manage a restaurant. A hotel. A coffee shop. A specialty goods store. A hot dog stand. A bank. A movie…
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Small companies can get sophisticated tools
I’ve long been a fan of Salesforce.com. This Software-as-a Service pioneer has built an impressive platform for business that’s easily scalable from one user to many thousands. The base product continues to get better. For example, now that Chatter is out of Beta ( http://www.salesforce.com/chatter/ ), sophisticated social media features are built in. Also, Salesforce…
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Customer Engagement
Real Customers Your Support team is talking with customers every day. Real customers. These are the most frank conversations with real customers about how they are actually using your product. The resulting understanding of how your customers engage with your product is invaluable. Support is the primary customer engagement engine, not a cost-center to be…
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The Importance of Efficacy in Support
Focus on making your people effective. Simplify your tools. Get the workflow right. Automate the mundane. Your tools, systems, process, and policies must all make your team more effective. Make “fixing it right the first time” the natural thing to do. Effective support in your business must be defined as seen through your customer’s eyes….
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