David vs. Goliath: How can you beat a giant who owns the market?

Be more like Amazon Fresh, and Less Like The Phone Company Becoming a verb for consumers is a sign that your company has made it. Google it. Just Uber It. When your company’s name becomes the shorthand for a great customer experience, customers know that they will get a consistent, reliable product or service that…

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…

How do you build service to scale?

I read @codybrown‘s excellent analysis of network growth and scaling with regards to MySpace, Facebook and Twitter this morning and got to wondering if the concepts he’s talking about can be applied to broader concepts in Customer Service. Brown presents the idea that services like MySpace have failed because they couldn’t channel their explosive growth…

Amazon Whispersync — what other products could it create?

I confess: I am not an e-book reader. I use the old-fashioned library and a daily newspaper to consume printed media. Yet the recent introduction of Amazon’s Kindle 2 made me stop and think about whether I should consider changing my reading habits to incorporate the e-Book. The main reason? The feature Amazon calls Whispersync….