It’s been a decade since we last attended Bumbershoot, the music and arts festival that happens at the Space Needle each September in Seattle. This year was something of a “back-to-basics” theme due to the show owners skipping the big budget event operators and doing it more or less themselves. The benefit to showgoers: You […]
Archive for the ‘Customer Focus’ Category
A tale of two preorders
I recently had two preorders with two different online stores go wrong. One a digital game on Xbox, and the other physical media from Amazon. I think there are lessons learned from both of them, if you’re a marketer and/or work on an online ordering system. Stray This is a game I previously bought when […]
When ‘Surprise and Delight’ goes wrong: How Regal, Universal, and Comixology almost won me over only to fail on fulfillment and support
I’ve worked in Customer Relationship Management (CRM) for years and have run many email campaigns designed to engage and reward customers. Fulfillment is a crucial piece of this, and it’s often hard to do well despite the best intentions. Things like data lag can mean you either have to do extra work to reward customers […]
The customer is always at least a little bit right
Thursday, Apr 2nd, 2015 by DaveK | 0 Comments
Filed under: Customer Focus, Marketing | Tags: Marketing, marketing campaign
Filed under: Customer Focus, Marketing | Tags: Marketing, marketing campaign
Putting yourself in the customer’s shoes is a good way to validate whether your marketing campaigns and customer support processes reward or unnecessarily punish those who purchase or subscribe to your offerings.
Worker solidarity: 6 ways you can win points with coworkers when you’re out of the office
Monday, Nov 29th, 2010 by JacquiK | 0 Comments
Filed under: Consulting, Customer Focus, How To, Project Management | Tags: absences, coworkers, oof, out of office, simple steps, vacation days, vacation time
Filed under: Consulting, Customer Focus, How To, Project Management | Tags: absences, coworkers, oof, out of office, simple steps, vacation days, vacation time
The final days of the year are fast approaching, which spells vacation time for many office workers across the land. December is filled with excused absences tied to shopping trips, travel adventures and the ever-popular HR vacation threat, “use it or lose it.” Whether you plan to be out for a day, a week or […]
TMI, dude! Why asking for too much information is the wrong marketing move
Friday, Oct 29th, 2010 by DaveK | 0 Comments
Filed under: Customer Focus, Marketing, Uncategorized | Tags: Marketing, shopping
Filed under: Customer Focus, Marketing, Uncategorized | Tags: Marketing, shopping
I recently clicked through an offer to get a free Back to the Future game episode from Telltale Games. It’s a promotion designed to hook you in to purchasing the full series of games when they’re released. The site prompted me for my login, which I had created the last time they did one of these […]
Do these people look like they want to help you? A customer support big phish story
Tuesday, Oct 19th, 2010 by DaveK | 0 Comments
Filed under: Community, Customer Focus, Games | Tags: Community, customer experience, gaming, phishing, scam, spam, support
Filed under: Community, Customer Focus, Games | Tags: Community, customer experience, gaming, phishing, scam, spam, support
You probably get loads of spam. And you probably have noticed that some of those mails try to trick you (phish) personal details, such as credit card numbers and personally identifiable details that could be used to scam you. And these phishers are getting smarter. Once happy to prey only on newbies and the truly […]