Because newsletters can be fun

How Effective is the Money-Back Guarantee?

June 15, 2010

We’ve all heard it before: “Try it risk-free — or your money back.” By now, the money-back guarantee has become a staple of the modern consumer relationship. It’s so familiar we often forget it’s there. But one place it’s not usually found is Apple’s App Store. That’s because Apple takes 30% of each sale and […]

Articles of Engagement – What We’re Reading

June 14, 2010

How to Manage Your Own PR – Getting the most PR bang for your buck – by doing it yourself. Good advice. On this Safari 5 Reader Hysteria – We’re mostly an Apple shop here, and so jumped over Safari 5. I am loving the Reader featured described here, but apparently the fact […]

Seven Tips for Getting Great Customer Service

June 14, 2010

Last week we looked at the roll call of the worst customer service offenders, it seemed only right to follow that up this week with a look at some easy to follow tips for those wanting to receive great customer service. All too often we focus on the business side of things and what it […]

Tip of the Week: Use Problem and Incidents to Organize and Speed Up Your Support

June 11, 2010

Not all support tickets are the same – your customers have different reasons for getting in touch with you. As such, not all Zendesk tickets work the same way. A Zendesk ticket can be one of four types: a Question, a Problem, an Incident, and a Task. Each of these types allows you as the […]

How To Identify (and Harness) Your Brand Evangelists

June 10, 2010

Traditionally, information about your company was spread via public relations firms or marketing departments that would craft, disseminate, and even monitor your promotional messages. The rise of social media has changed this dramatically as companies and PR agencies no longer entirely control the content or the form of the public conversations about your products and […]

How Do You Make a Better Bank?

June 9, 2010

I recently stumbled across Banksimple; I was stunned and bemused by their mission: building a better bank through SaaS. It’s bold and I look forward to their launch. How do they intend to do it? In addition to simplifying the banking product and process, they also emphasize great customer service: Big banks see hedge funds […]

Lala Shuts Down – Thoughts on Closing a Business

June 8, 2010

Lala, a popular streaming music store and service, shut its virtual doors over the Memorial Day weekend. The closure was announced about a month ago, along with much chatter about the possibility that Apple, Lala’s new owners, had shut the service down in order to incorporate it into some sort of iTunes streaming cloud. That […]

Customer Service – The Hall of Shame

June 7, 2010

This blog is all about doing a better job of giving your customers the service you need. I like to look at what different organizations do in the way of customer service and from this research, draw insights into what works best in different situations. Sometimes however it’s nice to have some benchmarks against which […]

Zendesk New Community Features Webinar

June 4, 2010

Original Webinar Date: 6/2/2010 Providing excellent customer service all the time is not an easy task, particularly if you want to keep costs low. But if you can master it, good customer service leads to happy customers which leads to more referrals and revenue for your business. One way to scale good service is through […]

Articles of Engagement – What We’re Reading This Week

June 4, 2010

New AT&T data plans for iPhones, iPads, more – A description of AT&T’s new data plans, which are surprisingly good; and more importantly which includes the proviso that “nobody will be forced to switch”. If you like your plan, you can keep it. A good example of how to handle pricing changes (Ahem). This […]

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