Whodunnit? A Customer Service Detective Story

Once upon a time, you had a problem with customer service and you mentioned the problem to your server, the front desk, or the person who interacted with you directly. You may have also called a toll-free number or a front office to tell them about your experience, only to find that no one remembered your…

How to Hire an Awesome Community Manager for your Startup

photo by https://www.flickr.com/photos/evilerin/3152173431 Who will be successful as a community manager? I love coming across new community managers who say, “I guess I’ve been doing this my whole life.” It’s a light bulb that goes off in them and they’re excited for the rest of their career to get started. -Jenn P. Many brands are searching right now for…

Great Service Starts When the Customer Walks In

(image courtesy of Moleskine) THE SCENE: Your Average Neighborhood Art Store THE PROTAGONIST: Your Average Customer THE CUSTOMER’S RESULT: “Wow, I don’t think I’ll ever go there again.” How often have you walked into a store, found something on sale with a “can’t say no” price, walked up to the cash register intending to buy, and then found…

Imagining the machine

Photo by zigazou76 You’ve probably been there: a meeting where there’s a great idea to make a new feature. “Wouldn’t be great if…” is often the trigger to a neat, as yet unproven idea. So how can you get more information to help your team decide whether the idea might actually work? Start by imagining…

The balance between too hard and too easy

Like you, I have lots of accounts for applications. And I usually remember the passwords (ok, maybe not always). To avoid this problem, I use two factor authentication whenever possible. Two factor authentication is the use of an external token (at one time the dreaded RSA token, now an app running on a device you…