Today, I met a customer face to face

Websites are inherently anonymous. I don’t mean unknowable in the absolute sense of the word, but rather that when your first interaction with a customer is through email you can lose sight of that person’s humanity. When you talk to them on the phone things become a bit more real. And when you meet with…

How to Scale Customer Service to Reach the Mass Market

When you serve your first customer, you get to spend as much time as possible to make that relationship right. When that first customer becomes one of many, you need a way to take that same energy and focus that you delivered to the first customer and make it available to the next one (however…

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…

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…