Your customer wants to be entertained

We are all very busy. When someone asks for our attention, we want a show. Not just a “dog and pony” show, but a real experience with a tight structure, strong production values, and a Big Finish that we can record for posterity. Pop Stars have it down – they know that a customer’s experience…

Noreply@ Emails Are Dumb

Imagine if you had a store and on the front door you placed a sign stating, “We’re not open for business.” You wouldn’t expect many people to come to your door, much less people to come back and see you again. Yet that’s exactly what your company does when you place a “noreply@” email address…

The first goal is to keep learning

My first goal as a college senior was to have the kind of job where I would never have to wear a tie. Achievement unlocked. But that didn’t really get to the core of the issue. I was really trying to decide what I wanted to be when I grew up. A person who helps customers…

How do community managers build community?

Talking to customers. Understanding their needs. Brokering disputes. Learning what’s best for the community as stated by the members of the community. And communicating that to others. These are some of the things that the best community managers do (online and offline) to build a great community. But what do they do, really? Community is…

Small Companies Care More About Customers

Quick, name the last time you dealt with a big company and had a great experience. For most of us, it’s hard to think of a time when that happened. Now, think of a neighborhood business or a shop or a small business and remember the last time you had a really great experience. That’s…