Category Archives: Communication

01 Aug
If the employees who answer your company’s phone can’t help, don’t let them pretend that they can.

Seth Godin recently delineated 6 rules for treating inbound customer calls with respect. It’s delightful reading, especially his idea to “have a bright red light flash on the CEO’s desk whenever anyone, anywhere, is on hold for more than 5 minutes. If it gets to seven, have the call automatically route

30 May
Sorry, for starters…

I don’t care if you run a mom and pop diner or a Fortune 500 company, customer service is always your first line of defense. And what’s the biggest weapon your defense has? Empathy. The ability to say I’m sorry. I know how you feel. Let me fix that for you. Your customers expect to

07 May
No cell phones during meetings? Talk about a culture change.

Melissa Mayer isn’t the only CEO shaking up the culture of her company. Bob Flexon, CEO of Dynergy, started with $5 million in savings when he moved from fancy headquarters to a single open floor in a new building and swapped private offices for cubicles. But that was just a start. “Among other changes, he

21 Feb
For starters, let’s just talk.

It may be a modern world, but some things never change. Last week I got a call from a CEO wanting to discuss adding social media to his marketing mix. But when I arrived, I realized this particular CEO wasn’t really interested in social media at all. He was just convinced he had to be

17 Jan
Expand your brand with experience marketing

We talk a lot about “Do-good” marketing but a recent article in Ad Age makes a prediction that experiences are where the marketing world is heading in 2013. One of the most popular examples of this at the moment is MasterCard’s Priceless Cities program where in Chicago members are offered the


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