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…

An Important Question for all CMO’s

Who is more important to you? Your current customers OR your prospective customers? A second question for you… Who is more important to you? Your current customers OR your prospective customers … as measured by the percentage of dollars…

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…

Bad Service Sabotages Second Chances

I am such a stickler for good service it pains me. I’m constantly disappointed with service levels, assuming that my expectations are just too high. I’ve experienced amazing service at several places across the US, and I’ve also experienced…
Map of Asia

Remembering Asian Market Diversity

Last year, I was fortunate enough to spend four months living in Singapore while attending a local university. One of the classes I took discussed the huge variances among Asian countries and regions, areas often lumped together and deemed similar…

Not All Video is Created Equal

For yet another year, video is all the rage in marketing. IDG raved about the effectiveness of video content with the following stats: 65% of video viewers watch more than ¾ of a video 75% of execs watch work-related videos at least…
frustrated traveler with luggage

Salvaging the Customer Relationship When Things Go Wrong

I love traveling, but detours and interruptions can make it incredibly frustrating. A recent travel experience reminded me that sometimes companies can’t fix their mistakes, but they can mitigate them effectively and leave customers feeling…
what are your goals question as memo on notebook with light bulbs

Stop Living the Entitled Life

We live in a world where people feel a sense of entitlement. Entitled to a job they know nothing about. Entitled to receiving an exorbitant amount of money for a job they have no experience doing. Entitled to covered medical benefits, because…

Great Expectations

I am a big advocate for good customer service. Shocking, I know. Of course, nobody wants bad customer service and nobody wants to feel like the company they are supporting doesn’t care about their needs. That being said, I think you can easily…
generic versus personalization

Personalization or go generic?

Having spent most of my career in hospitality, I see things very different than most. I have a special eye for detail and also for errors. Most of that relates to my own hotel experiences. I can almost guarantee that my experience of staying…