Wednesday, October 22nd, 2008 Posted in customer service, marketing, social media | 4 Comments »
We just finished a series of in-depth interviews with companies who are deploying social media as part of their business processes. Most initiatives were marketing based - and none were ... Read more..Wednesday, June 11th, 2008 Posted in best practices, customer service, marketing | 10 Comments »
As you may recall, I had my share of problems with my last laptop, which culminated in a bad customer service experience. I was sufficiently incensed to blog (see ... Read more..Tuesday, June 3rd, 2008 Posted in Strategy, customer service, innovation, marketing | 1 Comment »
I had the pleasure to see Tony Hsieh from Zappos.com talk about the importance of corporate culture at the recent community 2.0 conference. I was left with two new proof points ... Read more..Thursday, March 20th, 2008 Posted in worst practices | 1 Comment »
[Update 6/11/08 - I wrote the story of how Lenovo Wow'd me and turned me into a loyal customer once again here] After spending 7 hours diagnosing my 8 month old ... Read more..
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