Service

Fight Cancer

Powerful Stuff from the Livestrong Foundation extremely well done IMHO! Inspiring.

Meet At The Apartment

No, that is not spy speak or code to my sleepers!  Mark and Sara Schiller who run Electric Artists the strategic branding and marketing shop in NY, have opened a cool new meeting place in NY called “Meet At The Apartment”.

With workplaces becoming more casual and in some cases disappearing in favor of remote home [...]

Price-hikes do not always deliver

MarketingProfs Get to the Point: Invest 60 seconds in your SMALL BUSINESS newsletter refers to Seth Godin’s post “Breakage” to discuss “The Price-Hike Gamble”. The post discusses the how small successive increases lead to a breaking point at which you the customer bolts. As Seth points out:
My car insurance bill has been steadily [...]

Social Media Vigilantes

Mitch Joel writes an interesting post Does A Social Media Vigilante Mean Equal Customer Service Justice For All? where he talks about social media vigilantes who name names in trying to build their own brand and obtain some form of resolution, retribution and/or compensation for poor service.
Mitch takes a different path and chooses [...]

The power of community and partnership

People on a check-in line and passengers on a plane are part of short lived communities. Shared experiences, common goals and a whole host of other things regardless of whether they are good or bad. One of our Social Media brethren has been off on a “Delta Skelter”. Based on my recent experience where Delta [...]

How not to do customer relations at the drive-through

So I took my kids to the McDonalds drive-through the other day and as I pulled up to the register window, this sign was facing me covering most of the window:

We are talking about one of the highest margin products and we are being nickled and dimed. Really – If I ask for [...]

Good, Fast and Cheap – Pick 2!

An old adage says if you want something to be good fast and cheap, keep dreaming. You can have 2 out of 3. If you want it:

* Good and cheap – it won’t be fast
* Fast and good – it won’t be cheap
* Fast and cheap – it won’t be good

Yeah – you get what you pay for! In Is Free Good? by Matthew Hurst, he makes two points – free does not necessarily equate to good or consistent, and that free often means no or limited service. Could not agree more.