Is Twitter a good venue for customer service? While I've seen it work, the problem is that if your non-social media customer service sucks, your social media customer service will just suck more. I've written about customer service before and the companies I've called out for poor customer service … [Read more...]
What's the value of a recurring question?
In business and in life, you have probably noticed that some questions are recurring. I'm not sure what questions you hear because our circle of business associates and friends is different. In my world, I am often asked why standardized color systems never seem to solve the problems they … [Read more...]
Offline listening
There has been a great deal written about setting up online listing stations in recent years. I've set one up myself and have found interesting information about competitors and located prospective speaking engagements. You can listen offline as well it just takes a bit more effort and practice. You … [Read more...]