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Seasons Greetings: Celebrate “Down Time” by Patricia Seybold in OtherWe wish you a wonderful holiday, and we hope that you’ll take some much deserved personal “down time” over this holiday period. Of course, it’s a wonderful time to spend with family and friends. But it’s also a good time to do some personal recharging. And we hope you take ...
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Sign Up Now for Your Free Consultation by Patricia Seybold in Customer ServiceOne of the things that we love doing more than anything is talking with people about their customer issues. We offer free phone consultation sessions with no strings attached. We are honestly not trying to sell you something. We are interested in hearing what you’re working on and where you ...
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How to Treat Customers the Way a Small Company Does by Patricia Seybold in Customer ExperienceRonni Marshak’s article this week takes pointers from some very small companies she discovered while completing her holiday shopping online. What do small companies do to gain our enthusiasm and loyalty that large companies ignore? It’s about the personal touch, of course. Yet, many of the lessons you can learn ...
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Ecommerce Ain’t Always Easy! by Ronni Marshak in Customer ExperienceAs regular readers are aware, I’ve had my share of holiday shopping disasters this year. And I finally realized that my innocent belief that online shopping was significantly easier than going to brick and mortar establishments was fading. Advantages of Online Shopping Oh sure, there are lots of advantages to ...
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Yet Another Customer Experience Disappointment by Ronni Marshak in Customer ExperienceI’m not having a successful etailing holiday season. Last week, I shared my tales of woe with both GoodEve LTD and Sears.com. And, this week, I felt compelled to send another email detailing my disappointment with a shopping experience. At the suggestion of the Zazzle customer service representative with whom ...
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Customer Clouds Are Inevitable by Patricia Seybold in Online, Mobile & ITAs I was writing my prediction about the future of cloud computing this week, my computer died. Luckily, I back everything up using both Apple Time Machine and Dropbox, so I wasn't concerned about losing my data. As I drove to the Apple store to deliver my dead MacBook Pro ...
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What's a Customer Cloud? by Patricia Seybold in Online, Mobile & ITA Customer Cloud is the on demand computing infrastructure that enables your customers to securely manage their stuff and their projects from their mobile devices and/or from their computers. Customers expect their data and their transaction histories to be available to them 24x7 from anywhere in the world and accessible ...
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Worst CX: GoodEve LLC Joins Sears.com on the Naughty List by Ronni Marshak in Customer ExperienceThis week, I hope you enjoy my pain as I share my disastrous customer experience with Sears.com and its customer support policies. But that ain’t all, my friends. I had a similar failed online shopping experience with GoodEve LLC, a merchant whose deal I had purchased via kgb.com. (I would ...
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Amazon’s Drones & Healthcare.gov by Patricia Seybold in Online, Mobile & ITJeff Bezos pulled off an amazing PR coup last week. Bezos seduced the 60 Minutes TV program into giving him a coveted feature spot on the Sunday evening before Cyber Monday—the biggest online shopping day of the year. He promised 60 minutes a newsworthy scoop. After the usual puff piece ...
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What’s the Value of Twitter’s Ecosystem? by Patricia Seybold in Social MediaAt Twitter’s current stock market valuation, its market cap is $24 billion. Twitter currently has 232 million monthly active users. So each tweeter (Twitter end-customer) is therefore worth $103 to Twitter’s shareholders. (Using the same logic, each active Facebook user is worth $100 to Facebook.) But there’s more. Twitter has ...
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What Could Destroy Twitter’s Customer Ecosystem? by Patricia Seybold in Social MediaLike any customer ecosystem, the entire multi-billion dollar ecosystem that is based on Twitter is critically dependent on one thing: keeping its end-users happy and coming back for more. We’ve identified four customer-critical activities for which customers use Twitter: Strut my stuff Track current events Get help Learn from/appreciate others ...
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Stop Robocalls! by Patricia Seybold in MarketingAre you as annoyed as we are by automated pre-recorded spam calls on both your landline and your mobile phones? In the U.S., this practice is out of control. and the legal framework that does exist to prevent calls containing automated marketing recordings is not being enforced. The good news ...
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Why the Healthcare.gov Debacle Happened by Patricia Seybold in Customer ExperienceMy niece, Nancy Seybold, lives in Washington D.C. and is a member of the loose community of website designers who serve the vast U.S. government healthcare and nonprofit sector. Although she has not been involved in the design of the disastrous website for the Affordable Care Act, I figured she ...
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Blackberry’s Fate? Why Not Ask the Customers? by Patricia Seybold in Online, Mobile & ITThe company used to be called Research in Motion—familiarly known as RIM. But since most of us think of it as the company that makes Blackberries, the company changed its name to Blackberry. Blackberry is the mobile phone that won the hearts and minds of busy people all over the ...
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What’s the Secret to Great Customer Service? People Who Care by Patricia Seybold in Customer ServiceWe all notice great customer service. But why is it so hard to deliver it consistently? Because you need to understand and anticipate customers’ anxieties and insecurities, notice what’s actually going on with them at any given moment, and actually care about helping out. Unleashing this basic human drive to ...
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A Proud Day in Boston Sports History by Ronni Marshak in OtherTwo nights ago the Boston Red Sox won the World Series at home for the first time in 95 years! As a Boston-based company filled with BoSox fans, we are thrilled (and sleepy—the festivities ended late) and want to share our delight with our readers. All through the Series, however, ...
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Pay with Amazon from Your Mobile Phone? by Patricia Seybold in Online, Mobile & ITSometimes when my spider-sense tingles, it’s hard to back it up with concrete evidence. So I may be going out on a limb this week by suggesting that Amazon’s rebranded payment service (yawn) “Pay with Amazon” could become a major player in mobile commerce. Why do I think that this ...
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Capturing Knowledge for Customer Service by Ronni Marshak in Customer ServiceThis week, I touch on a problem that faces customer support professionals in customer-savvy organizations: they are expected to document their interactions with customers and, in the case of tech support agents, to capture the fixes to the customers’ technical problems. However, many agents skilled in technology and helping customers ...
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How a Finnish Journalist Tried to Save Nokia by Patricia Seybold in Online, Mobile & ITHere’s a great story about how Lauri Malkavaara, a journalist for the Helsinki Sanomat newspaper, tried to save his country’s mobile phone company. You can read Lauri’s entire article here. I’ll paraphrase and quote a few excerpts. [The emphasis is mine—highlighting the lovely way he describes the phone’s usability issues.] ...
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How We Lost Our Hospital by Patricia Seybold in OtherAs many of our loyal readers know, I have been involved in the effort to try to save my local Maine community’s hospital for over a year. Unfortunately, on October 1st, our efforts were defeated when our beloved St. Andrews Hospital, which had served our local fishing, tourist, and retirement ...
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