For National Customer Service Week, an insightful piece by Sam Fiorella, desk.com partner and strategist at Sensei Marketing, which reminds us that the world looks very different through the eyes of your customer.
Your customer does not see how unrealistic their demands are. They see how you...
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When customers reaches out for support, what do they really expect?
When encountering a particular situation repeatedly, the human mind is amazingly good at “scripting” portions of the behavior for use in the future. This process in apparent in physical activities (e.g., driving a standard...
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A recent article in the Harvard Business Review stated that the key to making emails effective is to make them actionable, fill them with interestingness, and give them high relevance.
Looking back at the emails I’ve written in my career (and also to the
emails I write every day), I think...
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Your customers don’t always know what’s best for them (as Henry Ford said “If I had asked people what they wanted, they would have said faster horses.“) but they do know how to leave your brand behind if they can’t find the smooth interaction they need when they are ready to do...
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As a member of salesforce.com’s Service Cloud team, it’s important for me to enable our clients to deliver stellar customer service. But can customer service ever go too far? Over the past few months, I have read several stories in the press about annoyed - even offended -...
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1. Good design matters. People like visually appealing things. Young companies like Well Crafted and Nest are paying attention to this and building great design into every decision they make, from software selection to Website colors. Good design is good branding.
2. The growth of...
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As they crafted the Declaration of Independence and the Constitution, I doubt that our forefathers could have guessed at the reach their words would have in the lives of their descendants. I often wonder what Jefferson, or Shakespeare, or my hero John Adams would think of how we have absorbed...
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With the advent of social media, customers have become the voice of the brand. With all communication, professionals need to think of the customer as having a seat at the boardroom table. Whether your focus is marketing, advertising, corporate communications or public relations, any business...
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Trends tend to go through a "settling in" stage, and the revolution in social is no exception. Such a great movement will have its frustrations. Keep your wits about you; in time you will find what works best for you and your brand. Everybody using social media today is finding their...
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