Here's the test: Which is the letter O as in Oscar and which is the number zero? o O 0 In case you couldn't solve that little puzzle, here are the answers: o - little letter O - capital letter 0 - number Now imagine a few zeros and letters sprinkled in a large 25 character … [Read more...]
Do You Pass the Friday Afternoon Test?
It's 4:50 on Friday afternoon. A customer calls your business to get an estimate. Does anyone answer the phone? If not, you've failed the "Friday Afternoon Test." We need a new fence for our backyard and I made some calls to get estimates. I called five companies this last Friday afternoon. The … [Read more...]
Your Chance to Join the 9rules Network
Once again the great folks at 9rules are inviting you to join our network. It has been a little over a year since I joined 9rules and it has been great. If you've got a blog or website that has great content, then join us. October 25th is your chance to submit your site for consideration to … [Read more...]
Book Review: Shopportunity!
Kate Newlin's book Shopportunity!: How to Be a Retail Revolutionary is a slap in the face of big box and impersonal retail stores. The cover boldly proclaims the premise of the book: "Why discounts have destroyed the thrill of shopping." If you long for the days of the small grocer or local … [Read more...]
Lifesaving Language
On a recent flight I heard the flight attendant state that in the event of an emergency landing: "Don't use the aft exit." Does everyone know that aft means the back of the plane? Why not just say "back of the plane?" This example is indicative of similar scenarios your customers face every … [Read more...]
Call Center Chronicles Episode 1: Nabisco
This will be the first in a series of many: Call Center Chronicles. What happens when you call those toll-free numbers on the products you buy? What kind of reaction do you get from customer service? I've used the numbers before when I had trouble. To both Huggies and DiGiorno's credit, they … [Read more...]
Are You Selling the Whole Product?
In Crossing the Chasm, Geoffrey Moore references Theodore Levitt's concept of a "whole product." Moore summarizes this concept: The concept is very straightforward: There is a gap between the marketing promise made to the customer -- the compelling value proposition -- and the ability of the … [Read more...]
Book Review: Leaving Microsoft to Change the World
Have you ever wished you could leave the drudgery of your day job and really make a difference in this big crazy world of ours? Maybe you'd love to help those less fortunate than yourself but can't seem to find the time to make it happen. If you answered 'yes' you'll empathize with John Wood's … [Read more...]
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