When I was a young kid trying to make a buck, I quickly learned that the most important thing I offered was my service. I actually got more business just by providing great customer service and that made me just continue to increase the service I provided. Whether it was selling newspapers, coding H...

Misinformation in customer service is pretty common. It’s probably something you’ve experienced firsthand as well. You call a company and you’re told one thing by one representative. Then you call back a few days later and you’re told that what the first representative told y...

One of the things I’m enjoying most about podcasting my client’s conference in Vegas is the people I’m meeting. You see, this is an internally focused event for sales people and resellers (which is why I can’t share any of the audio content we’re creating – sorry). In conversations with ...

I opened a Paypal account when I was living in France. It's been two years I moved back to the United States. Today, I offer services as a freelance. I very often get paid through Paypal. After a $2,500 limit of money received in my account, Paypal requested that I send them info on the nature of my...

Comcast customer service is an oxymoron. The monopolistic cable giant is one of, if not, the worst examples of poor customer service. In fact, I'd put Comcast right at the top of my all-time "rude, indifferent and boorish behavior" rankings alongside TSA agents, NJ Transit conductors a...

Today's post is a story about a recent consulting engagement that reminded me of the power of appreciative inquiry.  Appreciative Inquiry is a consulting methodology or philosophy which states that powerful change can arise from a focus on what is already working well in organizations.
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Customer service is something that affects me. And you, for that matter. We bitch about it, are delighted by it if its good, even though it should be expected to be good. What is absolutely apparent... The award winning, edgiest CRM blog on the planet. The industry, the concepts, the news from CRM a...

Duncan: I know I’ll make this point a billion times before this is all over, but there’s a difference between thinking that well run financial intermediaries (which, in theory, competition will create) are necessary for a modern economy and believing that the semi-oligopolistic system of...

Best Buy charged Nicole $99 to backup her data but then replaced her hard drive without backing up a single byte. Nicole's service contract clearly stated that Best Buy would perform the backup before any other service. Now Best Buy is claiming that her old hard drive is their property and that she ...

This afternoon, several hours after not getting the followup "Linda" promised me, I called back. "Melissa" told me that if I were at home she could connect me directly a level-three tech-support person, but they wouldn't talk to me if I wasn't there with the modem. She said she would note this in my...