Successful Blog

Airplanes, Airports, and Ideas

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Field Trip

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I’m on an airplane to meet with a project partner for the next few days. What a great opportunity to be a customer. I’ll be capturing moments and ideas for posts to come. Can’t let those real events go unrecorded. Observing is what writers do. I figure I’ll collect a week’s worth of ideas in the next hour or two.

I love flying, but the airport I’m flying into always has a delay. . . . More after I’ve landed.

–ME “Liz” Strauss

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See the Customer Think series on the SUCCESSFUL SERIES PAGE.

What to Do Before They Ask What Do You Do?

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What’s Your Name

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When is a rose not a rose? When it is Compassion. When a car not a car? When its a Model J DUESENBERG. Why did I quit teaching? Because I couldn’t find another word.

It’s true that’s the reason.

I left college being called a master teacher, with student teachers following me into the classroom. It had something to do with my philosophy that if I couldn’t sit in a desk all day, I’d be damned if I would ask a 6-year-old to try to do so. I loved the kids and the teaching, but when new friends asked What do you do? I heard myself saying, I’m a teacher, but not like any you ever knew. That wasn’t good. That’s when I realized that I needed a new word or I wouldn’t be teaching.

You’ve probably not left a career over a word, and probably suspect there was more to it. There was, and there wasn’t. The way folks viewed me was the problem. I wasn’t what they imagined. I didn’t like being put in their box.

But we rely on words figure out our world view.

There is no getting away from that.The next best thing is picking our words.

What Are You? a Blogger? a Writer? a Publisher? a Sales Rep? a Marketer? a Citizen Journalist? a Critic? a Martyr?

What do you do? they say. What do I answer? [Read more…]

Scott Karp deserves your attenion.

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Wondering What’s Changed?

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You can argue ideology, but I’ve said for a while that American companies are going to hurt when they realize they no longer have the only access to the largest market in the world. It’s not a hard concept — it’s about quality now, not quanity. Scott Karp says it beautifully in just a few words. Don’t let the big words throw you. Click the title and go read.

Making Sense of the 2.0 Ideological Polemic

Thanks, Scott. I agree completely.

–ME “Liz” Strauss
[via Manage to Change]
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Don’t Read Your PR, Read Your Marketing Copy
Do You Know a Customer When You See One?

Kala, a Reader, from Sprint/Nextel Cares

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Thank you, Kala

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This morning, Kala left a comment to the post I wrote July 11 about Sprint/Nextel.

Hello. I read your blog and am very eager to assist you. I work for Sprint Nextel and would love the opportunity to resolve this matter for you. Please e-mail me with your contact information.

I sent her the emails I had received since I’d made that post public, and within minutes I had a phone call from her.

What a charming lady! She’s not only charming, she’s also in a position to change things. Kala fixed my problem in a few seconds and acknowledged that the system was broken.

How refreshing! I’ve met a telco representative who listens and she makes good things happen for customers. Her name is Kala.

Sprint/Nextel has no idea of her value to their brand.

Thank you, Kala, for your help. Thank you, too, for being a reader.

Smiles,
Liz

How Sprint Pushes Customers Out the Door

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There’s Barriers, Then There’s Badly Broken

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Yesterday I wanted to switch my son’s Sprint/Nextel account over to online pay. I knew the drill. I’ve done it before plenty of times on plenty of websites. I hit pay bill and enterred the data. They requested a BAN passcode. Huh? What’s that?

BAN Passcode

Under that picture was this disclaimer:

Note: The approval process can take up to 10 business days. If you have a payment due before then, please use another payment method.

I contacted Customer Care online as asked and got this reply 30 minutes later. [Read more…]

Frosted Mini-Wheats Design that Hooks Readers

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Quality of Life

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I see the picture on a telephone book. That’s not me there. That’s not anyone I know. That’s stock photography. I can spot it from a mile away. It looks like a wallet photo. It looks like the picture that comes inside a picture frame that I bought at the office supply store — flat and cheery with no humanity behind it.

The same is true of some blogs and websites. They look expensive, but they have no heart. They don’t call to me in any way. Stuff is there, but the music for my eyes is missing. My finger clicks before I think.

Take a moment to stare at a blank wall. Then look at your blog as a stranger might. Is there something that pulls you in, a promise, a wink, a hint of relaxation or surprise? If you don’t see an emotional hook there, perhaps your blog need a makeover to get some “Frosted Mini-Wheats” design. [Read more…]