Category Archives: Customer Service

January 15, 2007

Customer Service / Strategy

Food for Thought

An oldie but goodie with a slight addendum in light of the impact of social media. A customer who is pleased after doing business with you tells one person A customer apathetic to your experience tells no one A customer …

August 23, 2006

Customer Service / Motivation

Black on the Edge of Customer Service

Those of you who know me personally, know I love rage-comic Lewis Black. Those of you who read this blog frequently know that I also love good customer service. So what a treat I got this week when I received …

July 20, 2006

Customer Service

My Favorite Store That I Haven’t Bought a Thing From (Yet)

Story time at the WesterBlog. Gather ’round … I run. Not real well but I run nonetheless. On Wednesdays I run with a group of triathalonians and ironmen. It’s something of a brutal self abuse regimen. I run because I …

July 14, 2006

Customer Service

The Real Front Lines of the Customer Experience

Seth Godin makes a great point about receptionists. It pays to make every step of a customer’s experience remarkable. Receptionists are your advance team who make impressions on your clients very early in the sales process. Sometimes this interaction is …

November 28, 2005

Customer Service

2 Groups of People

Recently, I switched jobs. As a marketer, I was faced with the task of preparing items for my successor while concurrently planning my own agenda as someone’s successor. As I thought about the quandaries faced by both myself and my …

October 24, 2005

Branding / Customer Service / Strategy

… And Don’t Forget to Patch Your Potholes

Yesterday, I encouraged you to walk through your customer experience to maximize your touchpoints. While looking for touchpoints, keep your eyes pealed for potholes in your customer experience. I realize that the true antithesis of a touchpoint would be a …