My trick to lure you in with the biggest words I know has worked! If you are in business, work in a business, or rely on anyone who does, you are being affected by a process you have likely little knowledge of: the perception, assumptions, and assertions of your potential customers. In minutes customers can […]
Read MoreI’ve come to think that the old adage, “The customer is always right!” is only useful for someone just learning service. It’s a safe way for a new or entry-level employee to operate. In my role handling escalations, responding to complaints and maintaining a company’s reputation, I have come to a deeper understanding, and you […]
Read MoreWhile job searching a few years ago, I kept saying, “I don’t want to work in customer service.” I was several years into taking sales and customer service calls involving lots and lots and lots of angry customers. I was worn down from dealing with unreasonable requests, “No, I cannot overnight a 280lb item,” “No, […]
Read MoreNowadays contact with your favorite (or least favorite) brands is only a tweet away. We’ve all seen it: a customer is angry with a product or service and they take to Twitter to call out a bad experience. I’ve done it myself. This gives the brand a chance to fix the problem, to make things […]
Read MoreWhen you’re a kid, bullying often comes in a few select forms. That neighbor down the street who makes fun of your training wheels. The 6th grader who cuts you in the lunch line every pizza day. Your older brother who insists that you really should quit punching yourself. Your sister who cuts your hair […]
Read MoreIf you’re lucky, your thoughts, opinions, and ideas are challenged every day. Regular, open discussion is a healthy thing, especially when it comes to justifying what you’re most passionate about. But let’s be real. With the various responsibilities you have in your day to day and how busy work can seem, it’s easy to fall […]
Read MoreIn the wake of the sequel to one of my top 5 movies of all time about to be released (Dumb and Dumber To), I couldn’t help but make the association between a recent experience with a Dodge Sprinter and the Mutt Cutts van. While browsing the interwebs, checking updates to the ETE Facebook page, […]
Read MoreSocial media is like a sandwich. You’ve got your bread-meat-cheese base like Facebook, LinkedIn and Twitter. Then you add on some lettuce, pickles, or tomatoes, or Google+, YouTube and Pinterest, in social terms. But what really makes it? The condiments. These are the apps and sites that add flavor to your social media experience. How […]
Read MoreThere’s nothing worse than scrolling through a Facebook page that’s just update after update of sterile, corporate schlock hidden behind a corporate logo that reads like Ben Stein reciting a page from the phone book. (Well, maybe Gilbert Gottfried narrating 50 Shades of Grey, but that’s a whole other level of psychological torment.) But there […]
Read MoreYour Facebook page has thousands of likes. Your Twitter account has thousands of followers. So what? Unless you grew your follower count organically, it means jack and squat. Some times, more followers is just more followers. It’s not hard or expensive to buy followers and lots of companies do it. But that doesn’t mean that […]
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