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Cultivating Positive Relationships Customer Service General Marketing Kudon'ts Opinion

 Pay Attention!

Aliens ‘neurolyze’ attention spans? The “Men in Black” movies featured neuralyzers capable of erasing memories. I’m wondering if aliens got hold of the technology and have a launched a worldwide invasion to compromise memories and attention spans in everything from writing and editing to technology and communication. Along the way, inattention, uncaring, and sloppiness are […]

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Cultivating Positive Relationships Customer Service General Marketing Kudon'ts Opinion

 Artificial Intelligence creates unreal expectations

Proper role is support vs. supplant The more we rely on artificial intelligence (AI)-driven systems to make our lives more efficient and competent, the less efficient and competent our lives are becoming. This adversely impacts customer service and support in many sectors. In many cases, AI itself can be flawed—creating all sorts of havoc. In […]

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Cultivating Positive Relationships Customer Service General Marketing Kudon'ts Opinion

 Technology sloppiness, poor due diligence ruin customer service

We’re being assaulted by technology over-communication, poor due diligence, and sloppiness—much of it coming from inconsistent monitoring and attention to detail. This afflicts many tech sectors, including “CRM” apps, “customer service” chatbots, and IT/customer support staffs unable or unwilling to pay attention. A former telecom tech specialist lamented to me that many apps get rolled […]

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Building Bridges Cultivating Positive Relationships Customer Service General Marketing

Trust, like, respect: reverberating in my brain

The more I think about it, the more these three simple but enduring concepts are capturing my thoughts about customer service, marketing, and just about everything else. These three words endure as key criteria of why we choose to do business with someone: regardless of their status as a solopreneur or Fortune 500 company. And […]

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Business Development Customer Service General Marketing Opinion Tips

As top-notch customer service demand rises, does supply have to fall?

Forbes Senior Contributor Micah Solomon addresses a great question about customer service standards falling as a company scales up operations. He notes: “Is such lowering of standards irreversible, the inevitable status quo as a company continues to scale? Decidedly not—if you relentlessly resharpen your focus and tenaciously stick to your guns once again in only […]

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Cultivating Positive Relationships Customer Service General Marketing Kudon'ts Opinion

Incessant advertising is another over-communication mistake

I can die a happy person if I never see another Golo or American Home Shield TV commercial come up on the screen. Make no mistake, I actually checked them both out initially. Golo offers a regimen to battle insulin resistance and American Home Shield covers home repairs. In fact, I initially found the American […]

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Customer Service General Marketing Opinion

Text spamming, scamming, slamming proliferate

Leading the over-communication charge is texting. Between spamming, scamming, and now slamming us with unwanted texts, email and robocalls now have some serious competition. Maybe I’ve been late to the party, as I’ve only started getting bombarded the last few weeks. For whatever reason, however, the intrusion has been substantially thwarted by a text blocking […]

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General Marketing Opinion

And the beatdown goes on…

Two unrelated social media posts show how deep and wide intrusive, over-communicating customer service platforms can get. One states, “I recently bought Royals tickets for a team outing and I’ve literally had to unsubscribe from 8 different Royals email lists already.” Another points out, “Once you donate…you can expect to be bombarded with robocalling pleas […]

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Cultivating Positive Relationships Customer Service General Marketing Opinion

Bait-and-switch prospecting taints customer service expectations

When a company courting you starts out with a bait-and-switch pitch to get your business, chances are excellent that their customer service leaves much to be desired as well. It’s the epitome of inaccurate and incomplete information. I recently came upon a new and somewhat compelling nutritional program article. Interested, I filled out a profile […]

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Customer Service General Marketing Opinion

Conscious capitalism: Where’s the beef?

Lately, I’ve been seeing TV commercials for Omaha Steaks. Then, this past weekend, I saw Kansas City Steaks advertised. I immediately wondered who has the better rep for product, customer service and affordability—and pondered which company would score higher on a “conscious capitalism” index. A search of several sites produced mixed results. One gave the […]