I’d like to share a little story. I needed to order coffee pods for my Tassimo coffee maker recently, so I clicked on an email with a promotion. I added sales items to my cart, then tried to add items from other pages. But the two weren’t connected. So I couldn’t have a single purchase [...]

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Here’s a story. I love sharing stories to illustrate a point. I received a call from someone who consults for Facebook (“Honey! Facebook just called me!”). Since I didn’t recognize the number, I let it go to voicemail. She wasn’t specific about what she wanted, but it had to do with my husband’s startup. Did [...]

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So when I attended DellCAP a few months ago, I said I believed they were listening to what we told them. One of my contacts from the event sent us an update today, which shows that they are indeed listening and working toward change. Iwanted to share it with you. Here’s what they sent: Support [...]

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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? [...]

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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 [...]

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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 [...]

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As you know, I was invited by Dell to participate in their Customer Advisory Board in Round Rock last week. I love the fact that Dell invested the money to fly 30 people to its headquarters and hear what they had to say about the brand and its customer service. It’s an amazingly cool way [...]

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Having just wrote my post about attending Dell’s Customer Advisory Panel, customer service is still on my brain, so let me put together what I want to share with Dell. As I said in that post, I’m so happy they’re using social media to solve customers’ problems, but people who contact Dell on Twitter are [...]

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