In a 1969 national address, President Richard Nixon popularized the term the silent majority. While the term was not original to President Nixon, his address cemented the idea that there existed a silent majority whose outlooks differed from the vocal minority opposing the Vietnam War and dominating the news coverage of the day. While the […]

As a Netflix customer, I have been fascinated by its recent move into original programming. Netflix began as a mail-order DVD service that revolutionized the movie rental business with a brilliant logistics system. Instead of driving down to the local movie rental store, consumers could now choose videos from the comfort of their homes and […]

On November 29, 2011 we posted a “back of the napkin” guide for calculating the economic value a customer brings over their “lifetime” with a business. We designed Understanding Customer Lifetime Value: A Non-Geek’s Guide as a thorough, yet non-academic, approach to determining the lifetime value of customers The step-by-step process of determining customer lifetime […]

Last Thursday, we discussed the importance of documenting customer interactions in 5 Reasons Customer Documentation is at the Heart of Great Service. In that post we discussed how important documentation is to a great service culture. Yet, it is not enough just to value good documentation, team members should also understand the best way to […]

We are pleased to present our next installment in the Inside Customer Service video series with Rob La Gesse. Rob heads up social media efforts at Rackspace. His passion is taking care of customers. Rob started at Rackspace as the Director of Software Development, and he found himself wanting to talk to customers and help […]

We are moving one of our businesses today, so I thought I would keep this post quick and dirty. I want to briefly share my concept of customer service capability. When it comes to the capability of team members to excel at customer care, you can divide your team into three categories: Those who get […]

Do you want to know one of the essential signs that a company has a Hero-ClassTM Customer Service culture? Customer documentation. Yes, I said documentation. Okay, I can hear you now: Booooorrrring. And you’re right: it is. But it is also crucial. Documentation is one of the secret ingredients of a customer-centric organization, and it […]

We are pleased to present our next installment in the Inside Customer Service video series: Jon F. Moss, Flight Director of Moss Media Labs. As Flight Director of Moss Media Labs, Jon brings business know-how together with his social media experience to deliver results to his clients. Moss Media Labs is a social media marketing […]

In business parlance, a turnaround artist is a person who can go into a failing or floundering company and make the changes necessary to turn it around and get it back on a track to organizational success. Turnaround artists possess a wealth of multidisciplinary skills and are good at seeing not only the big picture […]