May 26, 2006

Well, I tried to buy DSL

- Mary's Blog

Methinks the phone companies wouldn’t have to lobby to charge premiums for Internet access, if they simply understood basic customer service. They not only leave money on the table, they drive customers away from the table. As regular readers... ›››

Category: Marketing | Mktg. Troubleshooting | Ramblings | customer service | marketing troubleshooting

May 19, 2006

Are Customers Necessary?

- Mary's Blog

I’m finally getting around to reading Maureen Dowd’s Are Men Necessary? It’s, as you might expect from Ms. Dowd, pithy, amusing and intelligent. In reading about the evolution/regression in dating rituals, it got me to thinking about delicate dance... ›››

April 27, 2006

Service Stupidity

- Mary's Blog

Why, oh why, is this customer service thang so hard? Companies spend billions a year chasing new customers while avoiding or outright dissing their existing ones. I got the following email from a friend a few days ago (edited... ›››

April 26, 2006

Innovation behind the curtain

- Mary's Blog

Sometimes there’s no little man, much less a wizard Everybody says they want it, yet few people actually value or do it (at least if you believe what you read in surveys and articles.) But why is it so... ›››

Category: Ramblings | biz dev tips & traps | business development | customer service | innovation

April 18, 2006

WOMMA - Free Ethics Teleconference

- Diva Marketing (Blog)

In the rough and tumble world of social media it's not easy to herd cats - or bloggers - into a space where we can play kindly together. When I speak to marketers, about using blogs as a business... ›››

April 05, 2006

Quote of the Day

- John Winsor

Seth always has the ability to find poignant info in the either. In this case, he points to this post by Jim Barnes:A study by Bain & Company found that 80 percent of companies surveyed believed that they delivered... ›››

Category: customer service

April 03, 2006

Thanks, Bernadette!

- Mary's Blog

I’ve been posting about Verizon Wireless and my having to jump through hoops to get rebates. Well, the latest is that Bernadette from the West Coast Executive Office returned my call and took care of the final $50 Loyal... ›››

Category: Marketing | Mktg. Troubleshooting | Ramblings | customer service | marketing troubleshooting

March 24, 2006

Blockbuster: The End

- the brand builder blog

Once upon a time, Blockbuster was as big as Starbucks in the US. Strong brand, great customer service, unrivaled market ownership... Blockbuster was virtually untouchable. Admit it: You had a card too. You rented stuff there. Yeah. We all... ›››

Category: Branding | blockbuster | customer service | service marketing

March 20, 2006

Treating People as People

- John Winsor

Guy Kawasaki has a great post on the importance of treating people well in The Art of Sucking Down. I can relate to Guy's story because I was just in Beaver Creek, Colorado this weekend and was surprised by... ›››

Category: customer service

March 13, 2006

Not Everyone Loves Blogs or A Doc In A Blog

- Diva Marketing (Blog)

A Blog Story - On my way back from talking about blogs in Dallas last week, I sat next to a guy who asked if I was on my way to the ACC. Hmmm..thought I..ACC what could that one... ›››

February 10, 2006

Traveling Blog Talk

- Diva Marketing (Blog)

Earlier this week I had the pleasure of talking blogs to the savvy marketers of the Eugene OR AMA Chapter. I knew that Eugene, OR was a road less traveled from Hot'lanta when Janis Ross, the program chair and... ›››