Coffee Time Links 10/10/07

Coffee_time
It’s been a while since we’ve had a cup o’ joe!

The coffee time links mantra:
Fifteen minutes.
One cup of coffee.
Five great links.

Coffee Time Links 08-09-07

Coffee_time
The Coffee Time Links Mantra:
15 minutes
1 cup of coffee
5 great links

Coffee Time Links 6/15/07

Coffee_time_19The “Coffee Time Links” Mantra:
Fifteen minutes.
One cup o’ joe.
Five great links
.

Enjoy, and have a great weekend!

Coffee Time Links 6/5/07

Coffee_time_19The "Coffee Time Links" Mantra:
Fifteen minutes.
One cup o’ joe.
Five great links
.

Coffee Time Links 06/02/07

Coffee_time_19The "Coffee Time Links" Mantra:
Fifteen minutes.
One cup o’ joe.
Five great links
.

Enjoy the rest of your weekend!

Coffee Time Links 04-27-07

Coffee_time_19
Fifteen minutes. One cup o’ joe. Five great links
.

Have a great weekend!

Coffee Time Links 3-3-07

Coffee_time_19
Fifteen minutes. One cup o’ joe. Five great links
.

  • I shared a story of frustration this week. Contrast that with some of the stories of customer loyalty that Ron Shevlin shares
  • Want to sound like a call center know-it-all? Learn the top five call center buzzwords from Christine Cignoli
  • Matt Asay shares some great insights about what differentiates companies who do service right
  • Paul Adams finds that CSRs first choice for acquiring needed information is…
  • Providing Tech Support on the phone can be a specialized task – Joel Spolsky shares seven steps to remarkable customer service in tech support

Coffee Time Links 2-9-07

Coffee_time_18
Fifteen minutes. One cup of pitch-black dark roast. Five great links…

Life is good.

  • People often ask me why I blog. Yes, it’s a good marketing tool. Yes, it’s a way to get exposure. Yes, it helps you listen to what others are saying. But I like what Christine Kane had to say as she articulated her 5 "non-statistical" benefits.
  • Being a frequent United passenger, I empathized with Isabel Wang’s post about, well, operational empathy.
  • Word was out a while back that 1-800-Flowers had great customer service – but Urban_Bohemian might argue that…with good reason.
  • I don’t normally link to the same blogger two weeks in a row, but Chris Young’s post was too good to pass up – what we can learn about customer experience from Ozzy Osbourne.
  • Starbucker in a cowboy hat. I’ll just leave you with that mental picture. You’ll just have to click on the link yourself.

Coffee Time Links 2-2-07

Coffee_time_17It’s Friday. Time to slow down and enjoy:
Fifteen minutes.
One cup o’ javahhhhhhhh.
Five great links
.

  • Chris Young posted this incredible customer experience in a shoe store. This lady laced up the shoes and walked the extra mile.
  • Glenn Davies references one of our favorites, Jackie Huba, but adds his own great riff on letting your customer’s experience be your advertisting.
  • Mark Gregory brings us a great post from across the pond on defining your customer’s experience and creating a ‘customer experience statement’.
  • At the monthly Central Iowa Bloggers Summit I had the pleasure to meet two guys I’ve been hearing a lot about – TJ Mapes and Andy Brudtkuhl. You’ll want to keep an eye on these two. They may soon be changing the way you search the internet.
  • Michael Libbie, another Iowa blogger, shares an experience with a moral to the story – lying can hurt your business.

Have a great weekend!

Coffee Time Links 1-25-07

Coffee_time_16
The QAQnA "Coffee Time" mantra:
Fifteen minutes,
One cup o’ joe,
Five great links
.

  • The Consumerist shares a sad, but seemingly true tale of a consumer’s experience with Sprint’s call center. They refuse to cancel a dead person’s account. He owes them $80. Hmmm, if you can’t take it with you, I’m pretty sure you can’t send a check back either.
  • Red Tape Chronicles provides an interesting post on how to win Customer Service battles on the phone.
  • Ginger Conlon at 1to1 raises an interesting question that came up in a client meeting yesterday. "Is it better to have generalist CSRs or specialist CSRs?"
  • Jim Berkowitz had an interesting post on The Top 10 Factors that Make or Break Consumer Trust.
  • Becky Carroll’s post about how the words we say affect customers was timely, especially because I read it the same day a client asked me about the appropriateness of the word "kosher". What’s your take?