Here’s a glimpse. I had only submitted one ticket mentioning there was connectivity trouble.There’s an example of how not to respond when your customer’s connections are down.
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Little known fact about the web
Feb 17, ’07
12:10 AM
The Internet is like this, multiplied by a million.You know this already, but just a friendly reminder that the Internet is a two way street. It gives customers a huge audience to publicly share their experiences with you.Treat them right!
Your customers could destroy you
Sep 11, ’06
8:11 PM
I’m not referring to the fact that you’re outnumbered by them.Church of the Customer runs a great quote from Jake Nickell (co-founder of Threadless, a site where users submit designs for shirts and vote on their favorites): “Our community could destroy us if they wanted to.” Understanding that our customers have ultimate control of our [...]
Old school marketing: hand-written notes
Sep 1, ’06
9:06 AM
Jackie Huba over at Church of the Customer blogged about a hand-written note she received sent by a sales associate at a retail store.Hand-written notes leave a strong impression — as follow-ups, a thank you, a reminder, or just checking in. I’ve observed that people appreciate the old-fashioned, personal touch.I know many professionals that spend [...]