Swoop in on your business competition!

I posted on Twitter that I was searching Dreamstime.com for images of “water ripples” for my Dad’s next book cover design. And 90 minutes later – BOOM – a competitor swoops in and offers me similar/same images of “water ripples” @ReidWalley Hey would u like it to give it a try at 123RF.com? bit.ly/LUlymR are … Read more

There’s gotta be something better than this 75 year old book!

Is there a modern equivalent to Dale Carnegie’s How to Win Friends & Influence People? I mean, c’mon, it was published way back in 1936. They barely had cars, electricity or TV back then. Heck, the era that AMC’s Mad Men portrays hadn’t even happened yet. There was no Internet, no e-commerce, no social media … Read more

“I’m sorry, what?” asked the distracted Wells Fargo cashier

All 4 Wells Fargo cashiers were immersed in a group conversation about Facebook and the weekend’s party when I walked in. And they continued with their group chat while I was standing at the window, looking directly at one of the cashiers, explaining that I wanted to withdraw some cash. Nobody said hello. Nobody acknowledged … Read more

Customer experience is the new brand – Dustin Curtis

I’m not referring to a brand as a logo and a typeface. I’m referring to the new kind of brand, the one is formed by the entire experience of a customer’s interaction. That experience gets branded into his or her memory and leaks into the buzz of modern culture. If you can’t make a good … Read more

Customer service – Not just for customers anymore

Customer service is one of the new frontiers for intimate relationships, as well as family and friends. Customer service isn’t just for customers and social media – it’s for your marriage, your business partners, your employees, your vendors, your co-workers, your family and friends. Customer service is YOU being nice to the cashier who’s having … Read more

Chris Brogan’s speech at New England XPO – Excerpts

Chris Brogan’s speech at New England XPO (excerpts): Mobile matters a great deal! 16pt plain-text “rules” in mobile, especially as consumers age. Web-enable your store’s location: Google.com/Places (add your physical store). >10% of complaints about a store experience – actually Tweeted from within the store Facebook: fastest-growing segment is 31-60 year olds, mostly women (to … Read more

My marriage failed because I didn’t treat my wife as well as I treated my customers

Customer service is for your spouse, too! I take full responsibility for the shitty way I treated my wife, regardless of how she treated me. I definitely would have never reacted to my customers the way I yelled and screamed at my wife. I was always much more careful in how I reacted toward my … Read more