I host some online projects with Liquid Web. I called them one evening this week to ask some questions and get some issues resolved. When I got off the call, I told my wife, "That was the best tech support phone call I’ve ever made." She responded, rather shocked, “You were on the phone … [Read more...]
Book Review: Waiting for Your Cat to Bark?
Bryan and Jeffrey Eisenberg, the authors behind Call to Action, deliver another insightful read with their latest book Waiting for Your Cat to Bark: Persuading Customers When They Ignore Marketing. Their previous work, Call to Action, talked mostly about online conversions and optimizations. The … [Read more...]
Weekend Reading – December 15th
Big List of Things Not to Say -- Solid collection of phrases you should never say to a customer. Traceability, Visibility, & Order Pipeline of Events -- Your customers want to know the status of their order or when you'll deliver your promised service. Accurate visibility into your … [Read more...]
Are people skipping your vital instructions?
I installed Google Desktop on my computer the other day. During any software installation, you always see several screens of instructions, legal mumbo-jumbo, or the like. Usually I just breeze through those as fast as I can. However, with this installation, Google forced me to take a second … [Read more...]
Post-Sales Support on Product Pages
We recently bought a Little Tikes slide for our boys. Since we made our purchase via a listing on Craigslist, we didn't get any assembly instructions. I came home and found the pieces nearly impossible to assemble. I went online and found the manufacturer's website and the actual product page. … [Read more...]
Remind Customers of Benefits Received
I was booting up my computer the other day when my Norton firewall prompted me that it was time for a renewal. This message came in the form of the concise little window you see here: Norton could have just asked if I wanted to renew my subscription. However, they didn't stop there. They … [Read more...]
Call Center Chronicles Episode 2: Current
My wife recently ordered some greeting cards from Current. One package of 30 cards only had 29. Lesson #1: Lack of quality control will lead to more overhead in supporting customers after the sale. Lesson #2: It is fine to work on improving customer service but don't neglect the root causes … [Read more...]
Questions about this email? Too bad!
I saw an email the other day announcing some changes at a credit card company. The bottom of the email read: Please do not reply to this e-mail. If you have inquiries or comments, please write to us at MBNA America, 1100 North King Street, P.O. Box 15266, Wilmington, DE 19850. Who responds to … [Read more...]
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