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 [...]
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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 [...] 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 [...] 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 [...] 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 [...] 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 [...] |
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