An article in the LA Times noted that 70 million of the 107 million people who shopped online on Cyber Monday did so from the comfort of their own office cubicles. “Celebrated” the Monday after Thanksgiving, Cyber Monday is yet another in what seems to be a growing list of sales promotions that dot the […]
These days customer feedback and distress signals come in a head-spinning variety of formats and flavors. Joining the ever popular toll-free phone line are flurries of emails and SMS texts, blog comments, tweets, Facebook posts, Yelp reviews, and snarky Youtube video parodies and all those who love to comment on them. But just because the […]
When Vitaly Borker woke up Thursday morning, he probably couldnt believe what he was not seeing. Namely DecorMyEyes.com not showing up anywhere near the top of a Google search for eyeglasses. For all the dissing of print journalism these days, there apparently is still something left to the power of the press. Almost immediately after […]
Theres just something about Brits. Even when theyre 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 whos writing, for whatever reason, just resonates with me […]
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 […]
Youve 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 & Gambles research says that one third of consumers are changing the levels of what they keep […]
Did you, in spite of that pre-New Years resolution to swear off fast food, swing by McDonalds recently to grab a McRib before theyre gone? Because you havent 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, […]
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 […]
Were excited to announce Decembers lineup of FREE webinars. Enhance your support skills Build out your Zendesk Learn and share with other great members using Zendesk This months special guest, Sherman Dickman of Postbox, will share Postboxs story about how he and his team manage customer support with Zendesk. December Webinar Schedule : Getting Started: […]
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 […]
Wondering how to add a boozy touch of class to your next gathering? Wonder no more, for 30 proof alcoholic whipped-cream-in-a-can Whipped Lightning is here just in time for your holiday party needs. With flavors such as Carmel Pecan, Hazelnut Espresso, and White Chocolate Raspberry, Americas college students will be rushing to top off their […]
On November 18th, we released our new Zendesk for Twitter integration, which allows Zendesk help desks to create a Twitter search in Zendesk. By searching Twitter for mentions of your brand or product, you can be on the lookout for questions, comments, or complaints and use Zendesk to engage and reply to those tweets. The process […]
Was it worth it, America? Really? I know youve been eyeing that new bagel-sized toaster and spiffy programmable coffee maker for breakfasts on the cheap, but waiting in line at 3 in the morning to snag a deal on them? Did you, really? Yeah, really. The National Retail Federation reports that the number of shoppers […]
Service organizations are looking to deliver customer service and support through multiple channels, such as contact centers and the web (e.g. e-service, instant messenger, live chat, social media), either through remote support or in the field. The ability to provide a consistent and effective experience across these channels is key to ensuring a greater level […]
Steven Slater, the Jet Blue flight attendant who famously grabbed a couple of brewskies before inflating and jumping onto an airplane’s emergency evacuation slide, left some very big shoes to fill. Though he hasn’t really said Slater’s stunt was his inspiration, one can’t help but assume that Rick Ehlert was hoping to cull similar notoriety […]
It’s a bit of a brain teaser. A company touts itself as being customer-centric, but that doesn’t mean it can always guarantee flawless customer service. Though it’s easy to think one would automatically guarantee or lead to the other, customers are too much of a wildcard to make it so. “To be clear, customer-centric doesnt […]
Fashion is, by definition, a notoriously fickle business. As Heidi Klum has taught us all: One day youre in, the next day youre out. Auf Wiedersehen. So whats a company to do to keep the fashionistas coming back time and time again? Online fashion hub ModCloth stays hip, happening, and fresh by putting a heck […]
Over on the Hunch blog, the results of 32,000 survey responses regarding peoples preferences for window or aisle seats on flights have been dissected. From a seemingly simple question, Hunch was able to draw conclusions about the socio-economic factors that come into play when determining preference with regards airplane seating to summarize the findings, […]
Congratulations to @forestanderson, @j_jahn, @ktmparts, and @andyjgarrett who entered the exciting contest we kicked off on Thursday, Nov. 18 that offered participants the chance to win iPads, AppleTVs, and more. All that @j_jahn had to do was name his favorite Zendesk feature (it happens to be that Justin Flitter, our Social Media Manager always keeps him […]
Congratulations to @teachingjane, @maelman, @storefrontapp, and @stevecarlton who entered the exciting contest we kicked off on Thursday, Nov. 18 that offers participants the chance to win iPads, AppleTVs, and more. @maelman from OneHub sent us the URL to our “Why You Can’t Ignore Twitter” infographic, which won him an iPod Nano. @storefrontapp also won an iPod Nano […]
When the Internet entered the mainstream, life became a lot more challenging for traditional retailers. The web introduced a bevy of new competition to brick-and-mortar stores and changed the way in which consumers shopped. People who may have once bought a washing machine from Sears (and Sears only) out of tradition or habit (or maybe […]
Social media sites such as Facebook and Twitter have have provided platforms to major retailers for direct communication and engagement with the customerand the potential for building the kind of loyalty that our grandparents remember (and in some cases, still abide by). But as we uncovered in our social media report card, some retailers truly understand […]
