Trust

Is customer service a function of the sales department?  Is service delivery under the umbrella of brand?  Who's job is customer service, anyway?  Is there more to it than product returns and delivery problems?  Does the web complicate matters? More chances to serve customers in the information revolution Wikipedia defines customer service as follows: The provision of service before, during and after a purchase. Takeaways:  One - Customers are gathering intel about your brand before you even...

Anyone who's browsed this blog understands my passion for the consumer/customer. I assert that they MAKE your business. Yes, that may sound obvious--the premise is commerce, after all. But what I mean is, consumer insight is the holy grail business strategists, product developers, marketers, and sales forces should forsake most other tools for.  Insight can help a business: Anticipate: flaws, lack of functionality, holes in offering suites Mitigate: lessen the impact or importance of flaws...

I enjoyed lunch today (a big WOOT! for the dragon roll # C5, more please) with someone I'll call Bob.  While we started verbally exploring a few business-related topics, we (okay, me) then tangentically spiraled over to other related "this too" areas.  Thoughts are swirling and I'm still connecting the bunny trails.  But one core theme is central to all the ideas.  The theme is...Value. That's It? That's All There Is? When, as a company, you consider the direction you'd like to go with your...

Subtitled:  Hold A Mirror Before Pointing That Finger Recently I've become interested in reading and learning notable quotations. Many that I consider most eloquent and insightful happen to have been written by those who might be considered to have accomplished great things in their lifetimes.  However, I do not believe that one necessarily has to achieve greatness in order to do great things.  Or even communicate great things. Below is one quote that strikes a strong chord: Theodore Roosevelt:...