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Ep 2: The Evil Three

December 3, 2010

Matt Nelson runs afoul of the TRUE creators of bad customer service!

Paul Carr Lives up to His Curmudgeonly Accent

December 3, 2010

There’s just something about Brits. Even when they’re being upbeat they sound like grumpy old farts. Paul Carr, former journalist and now TechCrunch staffer is no exception – he gets away with being grumpy because his writing is…. awesome. As a journalist there are people who’s writing, for whatever reason, just resonates with me – […]

Good Writting Matters

December 3, 2010

Admit it. You’’re reading this because you spotted the headline and thought, “Who’’s the nitwit who doesn’’t know how to spell ‘writing’?” Which underscores our point——people notice the quality of the writing on your website. If the writing is clear, informative, and engaging, prospects and customers are more likely to do business with you. If […]

Bulk Shopping Is No Longer Cool

December 2, 2010

You’ve heard of retailers with just-in-time inventory operations. Now, consumers are following suit. Shoppers are increasingly turning away from the mega-pak and buying just what they need right now, forcing manufacturers to rethink product packaging and design. Proctor & Gamble’s research says that one third of consumers are changing the levels of what they keep […]

Ep. 1: Fred Talks

December 2, 2010

Matt Nelson’s FRED Talk on his customer service innovations.

The McRib’s Manipulative Ways

December 2, 2010

Did you, in spite of that pre-New Year’s resolution to swear off fast food, swing by McDonald’s recently to grab a McRib before they’re gone? Because you haven’t had one in so long and the saucy greasy slab o’ pork is only back for a LIMITED TIME? According to this article in the LA Times, […]

Be the Worst You Can Be

December 2, 2010

Best practices. It’s one of those management mantras from which we never stray. We recite it as if it were gospel and act as if it’s the single-handed solution to anything with which our organization is struggling. Sure, abiding by “best practices,” undoubtedly has led to great accomplishments and meaningful results, but guess what? It’s also […]

Has Amazon Finally Met Its Match?

December 2, 2010

We all expect certain trade-offs in life and the holiday season is no exception– slogging through extra time on the treadmill to work off that eggnog latte and enduring endless airport security lines to get home for the holidays. We’ll cheerfully pay shipping fees in return for the convenience of shopping in our PJs and […]

Check Out Our December Webinars

December 1, 2010

We’re excited to announce December’s lineup of FREE webinars. Enhance your support skills Build out your Zendesk Learn and share with other great members using Zendesk This month’s special guest, Sherman Dickman of Postbox, will share Postbox’s story about how he and his team manage customer support with Zendesk. December Webinar Schedule : Getting Started: […]

Who Has the Best and Worst Customer Service Policies?

December 1, 2010

Naughty or Nice? Consumer Reports has made a list and checked it twice, and it looks like a number of companies are getting a lump of coal in their stockings for its customer service policies. Not surprisingly, United Airlines is singled out for its fees, while Southwest gets kudos for flying bags free. L.L. Bean […]

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