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customer service

December 19, 2007
This post isn't about whether or not AMD makes an X1950Pro AGP 512 video card that works with Vista or not. I don't know, and personally I don't care. The point of this post is whether or not, if you're in the corporate world, you currently have any idea what a lone individual in dispute with you...
December 09, 2007
This is what would happen if Santa were an Enteprise App and he tried to automagically incorporate 2.0 grooviness overnight. The irony just got the better of me… I've been wrestling with wretched old-school health forms all afternoon that will undoubtedly be, um, input or maybe scanned into some...
December 05, 2007
Richard Binhammer , aka RichardatDELL, dropped by Third Tuesday Toronto today for a fantastic presentation about the work Dell is doing in the social media space. I live-blogged the conversation, along with Connie Crosby (see our feeds here and here ). To illustrate my perspective going in - I was...
December 03, 2007
I just arrived in Boston for the SAP Influencer Summit . I'm especially pleased to host a session on CSR on Tuesday afternoon. We have invited some really top notch thinkers including: Graham Baxter from the International Business Leaders Forum in London. Until this past summer Graham was the long...
November 19, 2007
I don't usually blog about client business, but this current campaign we're running for AppliancePartsPros.com is an exception imo because of the nature of the "news" itself. Appliance Parts Pros is a pure ecommerce internet company that has been growing steadily for 8 years now and they have...
November 19, 2007
Few recent articles showcase the gulf between those who get social media and those who don't than this Orlando Sentinel piece by Staff Writer Anika Myers Palm dated today and entitled, " Savvy advice on customer service for the holidays ." On the one hand, she quotes Richard Feinberg, director of...
November 17, 2007
Reading this gem (hat tip: Ben Casnocha ) about the nightmare of trying to get HP support their PC's reminded me of my own horror story. Actually, not horror - just comedy. Anyway… yeah, I was weak, fell for the good deal at Costco, and got myself a Vista-loaded junk from HP . There's one component...
November 14, 2007
Lionel Menchaca who is a Digital Media Manager at Dell (and blogger at Direct2Dell ) told a full session at the WOMMA Summit/08 conference about the stumbles Dell had along the way to finding their sea legs in social media. He reviewed the Dell Hell/Jeff Jarvis episode (surprisingly - in a room of...
November 10, 2007
Jeff Nolan rants about his bad experience with Frontier and United Airlines. Nothing new there, we all have our own horror stories. (My “favorite” one is the Christmas flight to Los Cabos, which was supposed to be a 3-hour quickie and became a day-and-a-half nightmare by way of Phoenix, airport...
November 07, 2007
This blog covers the difference between sterile corporate-speak and the language of ordinary people, even in the line of work . I came across this example of Singapore Airlines speaking in, shall we say, code. “All we ask of customers, wherever they are on our aircraft, is to observe standards that...

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