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This week On Device Research released a study showing that 8% of 16-34 year olds in the United States believe they have been denied employment because of their Facebook profile. The study showed that the percentage was 16% in China. While this study has some inherent flaws in it (see note at bottom), it brought …
Can Complaining About a Company Online Hurt Your Job Prospects? Read More »
We are pleased to present our next installment in the Inside Customer Service video series: Richard Shapiro, author of The Welcomer Edge: Unlocking the Secrets to Repeat Business. Richard Shapiro is the Founder and President of The Center For Client Retention, which provides research, training and consulting services to Fortune 500 corporations on how to …
Seth Godin had a great post recently entitled On teaching people a lesson. In Godin’s words: “You’re actually not teaching them a lesson, because the people who most need to learn a lesson haven’t, and won’t. What you’re actually doing is diverting yourself from your path as well as ruining your day in a quixotic …
As a rule, I am not a fan of daily deal sites. For many businesses, the economics of daily deals do not work and many of the later hoped-for benefits do not materialize. This is not to say that these deals are always a bad move, but there is a reason these deal sites have …
3 Ways to Keep Daily Deal Sites from Becoming Customer Turnoffs Read More »
One concept in self-development that I learned from motivational speaker Tony Robbins is the concept of asking the right questions. The concept, brilliant in its simplicity, is that the questions you ask yourself frame the responses you will eventually provide yourself. If you ask yourself why does this keep happening to me then your brain …
5 Empowering Questions to Create a Customer Service Mindset Read More »
If you have not seen the greatest Facebook brand implosion in history, then congratulations, you must have been off the grid for the past few days. It began with an episode of Kitchen Nightmares so indescribable that you have to see it to believe it. The short version is this: Amy and Samy Bouzaglo, owners of …
5 Small Business Lessons from the Kitchen Nightmares Meltdown Read More »
We are pleased to present our next installment in the Inside Customer Service video series: Jayme Soulati of Soulati Media. I was able to catch up with Jayme back in April at Social Slam, and she was kind enough to give us our first “live” interview. Jayme has been interviewed here before (see How Great …
Fads. Trends. Bubbles. Management is almost as susceptible to “what’s hot” as fashion and entertainment. In 1982 we were all in search of excellence. In 1998, we were all wondering who moved our cheese. And in 2001, we were all trying to go from good to great. It is easy to get carried away with …
The other evening my wife and I were discussing where to go to dinner when I said, “Let’s go to that place with the fancy nachos I like; you know, the one with the crappy service.” Unfortunately, she knew exactly which place I meant. Restaurants deliver a product and a service, and the best ones …
What You Don’t Want Me Thinking When I Buy From You Read More »
It begins innocently enough. The reservation got messed up. Your agent put down 10 p.m. instead of 10 a.m. It is a minor slip of the keyboard, a single letter. But you are in the airport car rental business. 12 hours is a gulf the size of the ocean. Fortunately, your confirmation system sends the …
6 Ways to Keep The Sucky Service Snowball from Rolling Downhill Read More »
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