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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 …

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Social media – A simple example of why & how it works

I Tweeted that I was considering using Mohawk paper for my next business cards. Mohawk then replied to my Tweet and asked which paper I was interested in. Social media is simply a “mind-reading” platform, which allows Mohawk to scan Twitter (using for mentions of their name – and then engage with me one-on-one. …

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Business – Project Idealism: Lance Walley of Chargify

Andrew Wicklander’s interview with my brother, Lance. Project Idealism: Podcast Episode #10: Lance Walley of Chargify, Engine Yard, Parallax and more In my latest podcast episode I interviewed Lance Walley, who has been building businesses for over 20 years. Most recently Lance co-founded Chargify – a recurring billing system, and before that EngineYard – a Rails application hosting …

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Employee: “You’ve had a bad attitude since you walked in!”

Store owners: sometimes your customer service training SUCKS! Your employees cannot make this kind of a statement to a customer without it making YOU look like an idiot! “I’m only nice to them if they’re nice to me!” This attitude is “very common” among employees, and is why most customer service SUCKS! Train your employees …

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Business Owner Fighting with Customer = Complete Waste of Time

This is when you need a life/business coach: Years ago a business-owner friend of mine mentioned she had successfully “won” an email argument with a customer that was an asshole. The email exchange lasted for 4 hours. The upside: my business-owner friend felt vindicated. She couldn’t let it go, she “had” to put him in …

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