As a customer, when do you really feel a company is listening?

“Speak into the phone and let me know why you’re calling today.” “It sounds like you’re calling about tech support.” “Most problems can be solved in just one phone call by resetting your modem.” “Press 1 to reset your modem” “Please wait 30 seconds for your modem to turn off and on again.” “If you…

The API of Me

What is the “API of Me”? When you think about browsing the web on your computer, tablet, or mobile device, you undoubtedly think about the ads presented to you, the information stored by companies whose websites you visit, and the other information they might know about you. If you are are particularly privacy-conscious, you make…

Looking for perspective? Visit a big volcano

Seriously, go look at a Volcano. Ok, some people might not have the privilege (or the unfortunate nearness) of living near a mountain like Mt. St. Helens, but the next time you are nearby, you should go. But why? Geologic Time is Long In the era of “internet time”, where everything changes in nanosecords and…

Can you build great customer service at scale?

How do you scale Customer Service? Ultimately, you have to embrace the idea of Commander’s Intent (e.g. http://blogs.hbr.org/frontline-leadership/2010/11/dont-play-golf-in-a-football-g.html). This means something like the following: Define the objective broadly, e.g. “Provide Amazing Customer Service.” Establish a command hierarchy and roles and responsibilities, e.g. “This person can engage on any topic”, “These people may engage on some…