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customer service

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...
November 03, 2007
Having worked at and with large organizations for a long time, I'm constantly amazed at how dissociated the various departments are in a company. While the success of marketing and customer service are, for example, completely tied to each other they tend to talk very little, if at all. To your...
November 03, 2007
No matter what I have said about Southwest Airlines , I have to hand it to their flight attendants for not indulging in corporate-speak. Nor communications guide in their back pocket. No tact, even. At least they don't talk as if someone gave them a work off a template. Carole Adams shares this...
November 02, 2007
Interesting case study on blog, wiki, social media at Wells Fargo: "Wells Fargo claims to have been the first US bank to venture into several Web 2.0 areas including internal and customer facing blogs, MySpace and having a VP of Social Media." http://feeds.feedburner.com/~r/ikiw/~3/178986397/
November 01, 2007
I wrote a piece ripping into Facebook for its Orwellian customer service and treatment of Jon Swift , a well known American humourist who was unceremoniously kicked off of Facebook. It's a story that isn't so far removed from this one I penned about Sage . According to Wired : UPDATE: Looks like...
October 09, 2007
T ime was when getting customers to buy your product or service was good enough. Repeat business was even better. Now we want them be our advocates -- without paying them. From a marketing perspective, their word is invaluable in reaching other prospective customers. From a customer service...

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