To the agents I talked to yesterday from my favourite phone service provider. I’m sorry. I truly am.
I’m sure your employer really does have a sense of customer service. I just can’t see it. It’s probably unfair of me to say that they care as little (maybe even less) about you than they do about me. And then you get stuck with me. I’m such a lousy customer.
We only learn by our failures. Yeah, yeah. I’ve heard that before. And your cheque is in the mail.
We all repeat this by rote like a demented parrot. How many actually believe it? And if we do, why don’t we act like it?
The cynic would say that the reason we don’t actually allow people to fail is that companies lie. They say they want to encourage taking chances but they really don’t. They simply do not want to pay the price. I suggest that it’s not hypocracy, that gets in the way. The problem is we don’t know HOW to fail. The good news is that you can learn to embrace failure – and reap the rewards. Continue reading
The Cluetrain Manifesto made the best statement about customers that I’d ever heard. “We aren’t eyeballs, or clicks — We are people. Live with it.” Yet as I hear the debate resurface about how we commercialize social networks, I wonder if we really learned from our earlier experiences? It’s not hype, or numbers — it’s authentic conversations with our customers that build the loyalty and purchasing that we need for profitable growth. That’s the idea I’m exploring this week. Let me know what you think by leaving me a comment at the bottom of this column. Love to hear from you. – Jim”
I’ve lived through at least four major recessions in my adult life. Amazing. But true. That experience has taught me that the economy is indeed cyclical and that corrections are followed by climbs. Booms follow busts. I know this recession will end. Experience is a wonderful thing. Continue reading