Customer Think Archives - Page 12 of 20

SOB Business Cafe 08-18-2006

August 18, 2006 by Liz

Welcome to the SOB Cafe

We offer the best in thinking–articles on the business of blogging written by the Successful and Outstanding Bloggers of Successful Blog. Click on the title shots to enjoy each selection.

The Specials this Week are

A Consuming Experience offers us an in-depth first at the new Blogger Beta blogging software.

Christine Kane asks whether you’re the kind that marketers can hook?

CTBIZ Blogs explains how a test drive in a GM car proved the value of video as a quick, effective marketing tool.

Genuine Curiosity makes a great case for investing in yourself where the growth is likely to have the most impact.

It’s Not About Your Stuff reveals the secret of how to let go of that pile of stuff you’ve got taking up space inside your closets.

Related ala carte selections include

Creating Passionate Users shows us how to put star power into every customer experience.

Sit back. Enjoy your read. Nachos and drinks will be right over. Stay as long as you like.
No tips required. Comments appreciated.

Have a great weekend!

–ME “Liz” Strauss

The 9 Rights of Every Writer — Peer Pressure Is for Jr. High School

August 10, 2006 by Liz

Can’t Stay in My Box — I Never Was Cool

I suppose if I were the savvy one, I’d wait until Monday or Tuesday to write this post. But I’m not. I’m the one who writes when the writing needs to be done. This post can’t wait until Monday or Tuesday, and darn it. It shouldn’t either.

The dialogue around the blogs that I read a lot and among some bloggers that I care about has been around one big question lately that keeps getting twisted and turned.

Do I write about what I know and want, or do I change what I write when I see big traffic come?

It’s time we talk about the rights of a writer. [Read more…]

10 Reasons Readers Don’t Leave Comments

August 7, 2006 by Liz

My Secret

My name is Liz and I have a secret. I read your blog almost every day, but you you wouldn’t know that. That’s because I hardly ever leave a comment.

I know the value of a well-placed comment. I’m pretty good at writing down what I think. Yet, when it comes time to writing a response to what you wrote, some days I can’t quite get my fingers to the keyboard. I start to write something . . . then I leave without posting it.

There are more readers like me than ones who are not. I know. I’ve talked to them. I’ve been talking to them about why they don’t comment. It seems that we have the same secret reasons for not leaving our calling card. We want to leave our thoughts, but things get between us and that comment box.

It’s time we came clean and let you know what they are.

10 Reasons Readers Don’t Leave Comments

I don’t suppose this is all of the reasons folks choose not to comment. This is only a list of 10 +1 of them that I’ve heard over and over again.

What you write is so complete, that I don’t know what to say except good job. I feel silly writing that, so I read and move on.
You’ve taught me something I didn’t know, and I need to think about it before I even have a question. Much like number 1, I don’t want to embarrass myself. I’m better off moving on.
I get ready to type a comment, but I notice you only respond to a few friends who mostly share inside jokes. I won’t take the risk of being overlooked in public.
The folks who comment on your posts like to argue and I don’t. I’m not sure I’m brave enough to fight my way into the crowd.
You rarely respond to comments. So, there’s no point in writing one.
Your blog has geeky attitude and I’m not geeky enough to keep up.
I really like your blog and your post, but I’m too tired, busy, or any one of a number things that you can’t control. I’ll comment the next I come back to read.
You end your posts with a giant general question like “What do you think of the Big Bang Theory?” That question is such a big one. I don’t have time to answer it. I feel strange answering with a lesser comment.
You put up a fence by making me login to comment. I have too many passwords already and I don’t know you well enough to add one to my list.
Your content wasn’t fresh and exciting, and I couldn’t find anything YOU inside it. It seemed the same post that I’ve read on 10 other blogs. If I commented, I would have to tell you that.
PLUS ONE: Your post was negative. Negative is scary. Most folks don’t like negative stuff, because they know they could be next to be the recipient. I don’t comment, because I don’t want to be part of it.

Sometimes I don’t comment because I’m self-conscious about new groups and fitting in. I suppose most people feel that way now and then. I’m working on that.

Yet when the content is rich and compelling, I lose all self-consciousness. My fingers can’t wait to share what you’ve started me thinking. My hands literally jump to the keyboard and start typing out the words. Other readers have said that is true for them too.

Compelling content causes comments.

Did I miss the reasons that keep you from commenting?

–ME “Liz” Strauss

The Show Is in the Comments
An Open Thought: Please Take the Keys
Who’s Reading Your Comments?

Digg This! A Post Born in OZ

August 2, 2006 by Liz

Open Mic Night Collaboration

Somewhere around comment 180 last night, the conversation turned to writing a post about bad customer service people. Titles for Doug’s idea were tossed around between quite a few commenters including Brian Clark, Chris Cree, and the Advice Librarian.

Today that post is a reality.

Why not go over to digg.com and digg it?

Who Else Wishes There Were No Moronic Idiots in Customer Service?

Go on. Support Doug, Open Mic Night, and living social media.

–ME “Liz” Strauss

Here’s Doug’s original post at Service Untitled:
Who Else Wishes . . .

American Airlines: When 2+2= -8 Just to Get Back to 0

July 24, 2006 by Liz

Stuck in the Airport

I have traveled 1,481,924 miles with American Airlines. I’m a loyal customer. It means something to me. It should mean something to them. Apparently it does 50% of the time.

Saturday I flew out of Philadelphia. It’s not American hub, but I flew American anyway. My flight was delayed, an unfortunate circumstance that occurs too often in Philadelphia. The delay was 4 hours. I did what I do — got a drink and something to eat. Then I looked for a story. I think of the story I found as When 2+2= -8 Just to Get Back to 0 [Read more…]

Service with a Smile

July 20, 2006 by Liz

It Was Fun to Buy There

I stopped the bookstore at O’Hare. I figured some business books were in order. I thought they might help spur some ideas for the project I was traveling to work for. I picked out a few and went to the counter. There I was greeted by a smiling young man.

He noticed I was eyeing the books on the counter.

“Still looking?” he said still smiling.

“Nah, I have to save some books to buy on way back,” I smiled too.

“Because you bought more than 3 books, I get to give you this fabulous and useful tote bag. Would you like me to put these fabulous books inside this fabulous and useful totebag?”

“No, I think I’ll put the books in my carryon.” I partially opened my bag and stuffed the books in as best I could, but one book and the tote wouldn’t cooperate. The man behind the counter enjoyed watching my book packing adventure.

“Looks like you’ll be putting the totebag inside your other totebag.” he said.

“Yep, I’ll be totally toting, the totebags. There! That works. See you on the way back.”

“I hope so.”

What Customers Want

That young man made my morning. He turned a chain bookstore into a conversation with a friend. It wasn’t about how much I was spending. I about the experience. The brand was the young man’s great disposition. He’s a guy who likes his customers.

He does things I value.

He talked to me as an intelligent person worth knowing.
He made the experience pleasant — fun.
He left me with a story to tell.

You can bet that I’ll be back in that book store. I need to tell him how great the books are.

Have you had a great customer experience lately?

–ME “Liz” Strauss