I am a customer service nazi. I admit it. I admire those who deliver great service and I take great offense with those who don’t.
I like nothing more than acknowledging great customer service, and I have been known to make job offers on the spot to those who have given me great service because they are the type of person I want working for my company.
I almost always take the time to tell companies when their service falls short. I choose to believe they simply aren’t aware that their people need more training. I know its difficult to monitor everyone who delivers service, and in their shoes, I’d want to know if service isn’t what it should be. Read the rest of this entry »
The blog post below was originally written about a year ago but never published. Why publish it now you ask? This week I got more spam from this same company. It made me so angry that I dug up this post and I hope it gets wide distribution. Here’s why.
From 2008 sometime…….
The other day I got an email in my inbox. It said in part…. Read the rest of this entry »
These 5 signs that a company isn’t ready to start using social media tools come from my real-world conversations with company CEOs.
2. Your CEO or client says “Let’s get on Twitter” You say OK, what will we tweet?” They say “Our press releases and product info of course, what else would we tweet?”
3. Your CEO or client says “Let’s get on Twitter” You say OK, who will tweet?” They say “Everyone in the company, but we’ll need legal to approve each tweet first.”
4. Your CEO or client says “We need to get everyone talking to each other” You say OK, what do you have in mind? They say “We just sent out a link to < latest corporate social media platform >, that ought to do it.”
5. Your CEO or client says “Let’s get on Twitter” You say “OK, are our customers and partners on twitter?” They say “Why does that matter, we just need to say we use social media”.
Here are 5 questions to ask when they say they need to get some of that social media stuff going.
One of my biggest pet peeves is what I call “blah blah blah marketing copy. Here’s an example:
“XYZ provides the ideal combination of advanced technology and expertise to information providers. Our solutions and services lower costs, streamline operations, create efficiencies and generate new revenue for our customers. Our mission is to unlock the true potential of your market and partner with you in growth.”
Logically I know I was reading a description of what XZY company does, emotionally all I heard was “Blah Blah Blah”. I had no idea what this company did, none! Be honest, you’ve done it too right? Read something and had absolutely no idea what the product was or why you might benefit from buying it. You’re probably like most of us, who don’t admit this for fear of looking dumb or uninformed. Read the rest of this entry »
On May 19th when I tried to access Twitter from my new laptop I realized that I had forgotten my password. Luckily I was able to use my old computer where I was still logged on. I realized then that requesting a new password meant having it sent by email, and in my case it was going to an email address that had been canceled. So, as I was still logged on to Twitter, I decided to change my email address – and discovered that you need your password to change your email address! I was stuck in the proverbial loop. A request (ok, make that 7 requests) to Twitter support asking them to send my new password to my new email address went answered. I was eventually able to re-opened my closed email account and retrieve my new twitter password but it really got me wondering if Twitter is ready for business to use as an integral part of their marketing mix.
When I first opened my twitter account, Guy Kawasaki (internet visionary and venture capitalist in case you haven’t heard of him) was the first person I looked up and the first person I followed. He made my day when he immediately returned the favour (though he did comment that it was pretty obvious I was in need of followers).
I realized pretty quickly that Guy is, shall we say, prolific. Tweet after tweet arrived almost 24/7. I started reading, and reading, and reading, and would often look up from my computer to realize that hours had passed while I was absorbed in Guy’s world of fascinating, often eccentric posts. I was addicted – who wouldn’t want to be handed already reviewed articles that range from “a wristband that tells you when you’ve had enough sun” to the “45 people to follow on twitter” to “cool iphone apps”.