December 18th, 2009 | 
Is service continuing to go downhill or am I just getting more picky? You’d think in a problematic economy, service – just about the easiest thing to quickly improve and adapt – would be great almost everywhere one turns. After all, it’s an easy differentiator. I just don’t see it. In fact, even considering that [...]
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I think I could write an essay on the breakdown of civility in modern society based on these questions, but in this case, I ask them to question the business advantages of simply being nice. It’s interesting that being nice to one’s customers is actually a differentiator these days. Of course, it shouldn’t be, and [...] Let me get right to the punch line . . . good customer service is so easy because customers’ expectations are so low. It’s a relative thing. Yeah, yeah, yeah, it shouldn’t be that way, but it is and aggressive companies should be taking advantage of the fact that their customer’s have been beaten down by suppliers [...] A few days ago, I wrote a post titled, Caught in a Geek’s Gravitational Field. The truly unimportant post just outlined the geeky stuff that I have been working on and the fact that the mess I have been making has gotten me into an infinite loop of debugging, fixing and re-breaking many things simultaneously. [...] I read loads of magazines every month, most of which I subscribe to. Sure, the delivery mechanism is so . . . yesterday, but I find the experience richer and the format much easier to manage than the online version of the same information which, of course, is not even always available. Because I have so many subscriptions, [...] My good friend and intrepid VC, Brad Feld, has a new, thoughtful post on knowing who your customer is titled, The Three Constituencies. Like Brad, I find that many companies really don’t understand who their customer is. This simple problem is HUGE and can easily retard the growth or even kill small companies and severely damage [...] |
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