Posts

Ownership is the First Step to Resolution

A common complaint voiced by customers dealing with a company’s support team is that they don’t feel that anyone has fully taken ownership of their issue. In our work with clients as well as my experiences in dealing with companies as a…

The Value of Services

I’ve taken a good college try at the smart home, from August locks to WeMo smart switches to the Nest thermostat.  Everything is a bit clunky.  This is after a good two decades of the technology industry learning how to make printer setup…

Help Me Help You, Times Two

Fans of the movie "Jerry Maguire" know the expression "help me help you" quite well.  The phrase came to mind while reading a blog entry from Hightail called The Agency Game: 10 tips for working with agencies, and some of the maxims struck…

Are you part of the problem? Or the solution?

In almost every industry, companies aim to please their customers (at least they should). I recently took a United flight from Houston, TX to Tampa, FL. Once we pulled away from the gate and lined up to take-off, a major storm came in. All flights…
Businessman question marks

The Customer’s Always Right?

Doing my earliest public-facing job, I helped serve diners in a restaurant. During this time, I first heard “The customer is always right,” proclaimed by my manager. The expression stuck in my head and I wondered if that could really…