in Innovation
When I was in high school and college, I got to work both as a customer service and as technical service rep for Tracfone and Verizon. I broke a lot of rules in that time. Stupid rules like reading the script. Back then, over a decade ago, it was a common practice to read a script to the customer before digging into “the reason they are calling”. On the Tracfone account, for example, we had a specific metric we had to comply with: the dreaded “Time on Call”.…
in Innovation
So, anytime a new service pops up, I jump on to experiment. Enter Fiverr, where you can find gigs/help starting at $5. Being that I’m looking to create a multifunction widget for my blog, I saw it as an opportunity to go to Fiverr and find someone who could do what I need for $5.
On Fiverr, I saw a dude who “sells himself” as a WordPress Guru. So, I thought he should know. Turns out he hasn’t even heard about https://websitehosting.com. But, if he’s a WordPress Guru, then he should know people who can do this specific job that I’m asking for. Right?
The best solution is to hire a team of knowledgeable professionals WordPress design services whose expertise in the platform allows them to adapt and modify your WordPress site to your individual design and technology needs quickly and efficiently.
Nope.…
We’ve got to sell our ideas. There’s no way around it. And, we have to advocate for what we are selling. If we can’t, we’re doomed because nobody will believe in us. The catalyst for this, I believe, is a deep desire to make a difference: Our ideas should change lives so profoundly, that people can’t imagine going back to the old way.
But how do we put ourselves in this mindset?…
Arie Goldshlager pointed me to a question on Quora: Why can’t customers think of one best company for customer service? In the question he points to a study where people where asked: “What is the best company for customer service?”
Answer: Can’t think of one.
in Innovation
This question may be similar to the question “what is innovation?“, but it isn’t.
Why innovate?
Before answering, lets consider what innovation is. Two weeks ago I argued that because innovation means different things to different groups, that you should come up with your own definition of what innovation is.
For me, innovation is ideas transformed into value. I don’t get into whether it’s radical, incremental, disruptive or any other buzzword you can come up with because it makes it more complex for those who are not in the know.…
in Innovation
I believe that business leaders should treat customer experience is an imperative. Yet, there are still some parts of the business world where “customer experience” is a new word.
With that said, I jumped on a chat with Kerry Bodine, co-author of Outside-In. A new book about why organizations should focus on customer experience, and how.
One of the challenges in understand what customer experience means, is understanding that there is a HUGE difference between customer service and customer experience. Most think that customer service is customer experience.…
in Innovation, Strategy
Going against the grain can be a prerequisite for innovation. And in a time when internet companies show no commitment to customer service, there are a few who are making an attempt to do so.
Yesterday, I discovered Pulse. The app that lets us read our news in a very “eye candy” way. I started using it for a few minutes and decided that it was enough for me to switch:…
