Tag Archives: customer service

How to Deliver Happiness

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In 1999, at the age of 24, Tony Hsieh (pronounced Shay) sold a company he co-founded (Link Exchange), to Microsoft for $265 million. He then joined Zappos.com  as an advisor and investor, and eventually became CEO, where he helped Zappos.com … Continue reading

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How to complain the 2011 way

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  It’s Friday the 13th, so I thought a little humor might be in order — hope everyone has a great day! Join me for a free webinar on May 19: Marketing & Compliance in a Regulated Environment.    Answer … Continue reading

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Online Chat: The Good, the Bad, and the Ugly

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We’ve all seen them: those little boxes on websites that tell us we can get our questions answered by chatting with someone now.  Only about 18% of web users have actually used the chat function, according to Forrester Research.  In the August, … Continue reading

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Online Review Lawsuits: Sometimes the Truth Isn’t Enough

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Today, I ran a Google search for the phrase “sued for online review.” The search engine returned 9.4 million results in 17 seconds. I’ve been running that search regularly for the last couple of years, and the numbers keep growing. … Continue reading

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Customer Retention: Take 2


Today, I took our 9-year-old shopping.  He’s outgrown every school uniform shirt he owns, and taken the knee or the hem out of every pair of pants.  He can wear khaki shorts to school, but he has to wear plain … Continue reading

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Customer Retention: It’s Easier Than You Think


I’ve been a customer of the same insurance company since I was 16 — and I have grandchildren older than that who are insured by the same company.  I’ve been married for 14 years.  One local agency has had my homeowner’s … Continue reading

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