“I didn’t realize how hard it was to run a small business.”
That’s what Groupon CEO Andrew Mason had to say about his recent experience in studying the needs of his next customer base, which is the starting point of Groupon’s next strategic direction.…
I’ve been hitting on this topic for the last two weeks here and here. And, I think a trend is beginning to emerge from both sides of the ball. On the service provider side, employees attacking customers because they are unmotivated and frustrated with their own jobs.
On the customer side, we are seeing customers take physical action because they are frustrated.
Bottom line, we all complain.
Check out what I noticed recently from people I follow on Twitter and Facebook:…
Greg Satell, aka @DigitalTonto, published a post that hit a nerve and I ended up posting a long comment on his post. His post, how and why I blog, revealed Greg’s motivations for writing a blog. His thoughts, resonated with my own motivation. And, in the comment, I revealed one of my own motivations for writing a blog.
Not a day goes by when we are reading horror stories about the state of customer service. Especially, these negative experiences attract a large audience. This has been going on for many years now, but it has catapulted since social media enabled people to speak the minds and reach anybody around the world.
We, professionals who are passionate about great customer service, cannot tolerate this any longer. We want to take a stand for great service, and show companies the huge benefits of providing awesome service.
Therefore, we want to co-create a manifesto, which will highlight the need and the approach for great customer service.…