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Entries Categorized as 'Customer Service and Loyalty'

On Mashable: Why Complaining Customers Can Be Good For Your Business

Date July 16, 2010

This is my most recent article on Mashable. Enjoy! Companies love positive feedback. They share it on Twitter, post it on their website and use it as marketing fodder. But what about when feedback is, well, less than pleasant? What can you do with a handful (or more) of irate customers? Do you ignore them? [...]

Who Are Your Segments?

Date June 24, 2010

Last week at DellCAP, I sat in a session where Dell identified its customer segments for a particular set of products. Some of them included: Price Sensitives Sensible Traditionalists Creative Explorers Expressive Connectors Casual Connectors I had fun trying to figure out which one I fit in the best (I think I’m a few of [...]

Amazing Day at Dell

Date June 18, 2010

I just got out of a full day of fun at Dell’s headquarters for its Customer Advisory Panel. So much to say, and not enough time to write it all. Here’s a massive brain dump. Look for future posts next week. My takeaway: Dell heard us. They knew they had issues before they invited us [...]