Jeff Bezos: Here’s how to lose a loyal customer
I hadn’t planned to write this post, but Amazon’s batting zero this week inspired (and infuriated) me. Recently, I wrote a post about how Amazon needs to slow down fulfillment…
Amazon customer service to sellers falters
I gotta admit: I’m conflicted about ordering from Amazon for reasons beyond fulfilling their guaranteed delivery windows and treatment of employees. A just-uncovered businessinsider.com article details how the company is…
Unmet commitments lead to buying hesitation
While the art and science of good customer service can get rather complicated and sophisticated, the essence is simple: Make customers like, trust and respect you. All the customer service-oriented…
Slow down to keep customers happier
Good customer service requires rethinking and, in some cases, slowing down fulfillment and delivery. Yes, s-l-o-w down. Here’s why: Once people get accustomed to a standard—say two-hour grocery delivery—they will…
Propaganda: Thought Leadership or Leadershi*?
Merriam-Webster defines “propaganda” as: “…the spreading of ideas, information, or rumor for the purpose of helping or injuring an institution, a cause, or a person…ideas, facts, or allegations spread deliberately to further…
Thought leadership presents risks along with rewards
Thought leadership is ever-present. Ancient Greek philosopher Aristotle provided enduring thought leadership when he uttered, “Moderation in all things.” While upsides to well-conceived thought leadership include brand-building, increased profits and…
Thought leadership on customer service vs. shareholder value evolves
A recent New York Times article describes a decided priority shift in the corporation thought leadership arena, proclaiming, “Shareholder Value Is No Longer Everything, Top C.E.O.s Say…Chief executives from the…
Thought leadership content provides a valuable customer service, dynamic marketing
Two-for-one is typically a great return on investment. Well-written, well-conceived thought leadership content—articles, blogposts, whitepapers, ebooks, presentations, videos and the like—offers value to customers/clients and readers/viewers/listeners, and can help the…
