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Help Customers Help Themselves
September 19th, 2006 | Tags: Business, customer+service, support, Tech
More and more businesses are adding tech support reporting features, knowledgebases and expanding frequently asked questions — including businesses whose core business doesn’t include technology. Michael Port, author of Book Yourself Solid, has a tech support-like reporting tool — the kind of tool you expect to find on web server hosts and software development companies. Michael [...]
Customer Service IVR and Online
September 5th, 2006 | Tags: Business, contact, customer+service, ivr, Tech
I appreciate companies and organizations that take advantage of the Internet to make it easy for customers. This list includes Amazon, Carter Blood Care, and a non-profit organization that lets customers go to its web site to schedule a donation pickup. The other option is to navigate the nightmare of an IVR system. I discovered an [...]
Businesses and Customer Feedback
August 28th, 2006 | Tags: Business, coffee, customer+service, starbucks
Starbucks originally served whole milk and didn’t offer other milk options until after receiving customer feedback rather than making the decision without customer influence due to dietary trends. Paul of Idea Sandbox patronized a local coffee shop that serves only whole milk and won’t change. But that local coffee shop doesn’t have the disadvantage of having [...]

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