A revolution is coming to Business Software: it’s called CHOICE!
In one of his New Yorker pieces, Malcolm Gladwell talks about Howard Moskowitz, the psychophysicist who gave Americans three things that changed the way we looked at supermarket shelves forever:...
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The day my mailbox stood still… And I still got a Google Calendar invite!
It’s not everyday that you wake up to NOT being bombarded with emails. So this morning, as I rolled over and checked my phone I had a weird feeling my nightmare of being chased by an angry grizzly was...
View ArticleSouth Indian Meal, Curry and an Unforgettable Customer Support Story
There are a lot of ways to turn a customer over – offering them exceptional value, focussing on genius design, delivering a great experience. And sometimes, just sometimes all these come together, with...
View ArticleIs your customer service color-blind?
I just got back from my annual eye test, and I got a free lesson in customer service and marketing as a bonus. But first, let us take a few steps back. My family must really love my eye, because I seem...
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Story behind our new website (Part 1): The Roller Coaster Ride of our shiny...
Revamping a website is a lot like giving birth to a baby T-Rex. It’s painful, it takes a lot of effort and more than a dozen weekends. But at the end of the day you have your own baby T-Rex! But most...
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The perils of making customers pay for support
There’s a lot of talk doing the rounds lately on whether you should charge customers for support, and how much. It’s not surprising either – after all, great customer service does not come free. If you...
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Your support query isn’t stupid. You are.
This is a follow-up to my post from a couple of weeks back on The Perils of Making Customers Pay for Support. We’ve been getting some pretty interesting comments, and invariably, most arguments there...
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Hummingbird and what it means to your knowledge base
Last week Google completed 15 years of changing the world, one search query at a time. And while most of us would just cut a cake and move on, they announced Hummingbird, their latest search algorithm....
View ArticleCustServ Week Special: Chase Clemons on all things Customer Service
It’s #CustServ week, and for some strange reason that matters way more to us than Bring Your Teddy Bear to Work & School day. We got a slew of posts lined up for you this month. Before all that,...
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Why Google’s Shared Endorsements is great news for consumers
Last Saturday, Google updated its terms and services, announcing “shared endorsements”, a service that will showcase friends’ pictures and recommendations in Google Ad units, starting November 11....
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