Everyone knows about SurveyMonkey and Web analytics programs, but I heard about something new (at least to me) last week—online market research. I attended an AMA Webcast on Community Marketing on March 29 where one of the topics was how to attract online customer panels that provide high quality market research.
A Real Customer Service Lesson
In customer service, it’s the little things that matter most. A little eye contact here or a head nod there may seem insignificant, and largely are, but to a customer needing acknowledgment, these things are everything. There is nothing worse than needing help in a store and getting ignored by the very people who are supposed to be there to help.
Poor Customer Service Exposed
My saga of bad customer service continues…
The Charter Fiasco
A couple of months back my monthly bill for internet service at home changed from $34.99 to $39.94. Raises in fees are a fact of life and I never gave the $5 monthly increase more than a couple of seconds thought. That was until I got my bill last month which added an additional $15 to my newly increased monthly bill.
JetBlue Customer Bill Of Rights
If you were trying to fly in or out of the North East U.S. a few weeks ago you’ll no doubt remember the problem JetBlue was having in keeping flights in the air and on schedule.
The problems started with an ice storm that naturally led to flights being grounded, but once air travel resumed JetBlue found itself lagging in getting their operation running again. We all know things happen and in this case JetBlue dropped the ball. However their response to the situation is more telling about the company than the temporary problems they faced.
Second Life Customer Conversations
About a month ago a friend said the following before a hockey game (yeah – our team has very geeky locker room talk):
“Is IBM not making enough money these days? I hear they’re providing services for some online world”
Dell IdeaStorm – Ultimate Customer Feedback Example
Dell IdeaStorm, which launched earlier this month, is the ultimate example of Seth Godin-style “take something good, innovate, and make it great” thinking.
Customer-Lead, Trust-based Value Generation Services
This article explains how an enterprise can leverage increased value generation, thereby aiding competitive advantage, by adoption of the `Enterprise Value Generation Service Orientated Architecture Platform’ (SOAP).
CRM, Customer Experience, Gethuman and Decisioning
Curiously I came across two references to gethuman.com in my browsing recently.
Critiquing Google’s Customer Support
In my last column, I scoured the web, drumming up angry AdWords users from the depths of blogs and message boards and consolidating their suffering into a plaintive against Google’s customer service.
Landing Pages and the Customer’s State of Knowledge
I wrote before about creating landing pages completely focused on the use of words that your customers use.