The “Thank You” Effect: Improving Service 1 Step at a Time

I’ve written here before about the effect that one person’s thank you had on me (thank you, Brad Feld!) I believe that “The Thank You Effect” is an example of a small action that prompts meaningful next steps to measurably improve service in any company. In my experience, there are a number of these small…

Here’s how to find Metrics that Matter

Is there an Easy Solution? The biggest challenge for most businesses is getting from “this is a nifty silver bullet” to “this service is an integral part of our business” I bet you’ve been there, either as the buyer or as the seller. You really really want to believe that whatever you’re selling or they’re…

What is Agile Marketing and Why Should You Use It?

If you’re like many people, when you hear the term “Agile Marketing” you might wonder if the person is talking about some new dance form or other form of stretching rather than an exciting way to improve the way that you propose, build, and measure your marketing success. Don’t worry – you can start doing Agile…

A Customer Service Time Warp (remember 2007?)

A recent discussion with my kids made me think about how much has changed in the customer service world (and in the expectations of customers) in the last five years. Let’s take an example – picture yourself in 2007. You’re at a retail store (perhaps BestBuy) in search of an item (a new computer monitor…

It’s not enough to build a beautiful site

“It’s about people.” –Marcus Nelson Marcus Nelson’s blog post today about the potential for creating a renaissance at familiar names like Flickr, Digg, and Yahoo challenged me to think about the internet services that I actually pay for (and don’t just use as a beta customer) and the critical differences between these “gotta-have-it” products and…