Surprise email I got from Amazon: Greetings from Amazon.com. You saved $1.62 with Amazon.com’s Pre-order Price Guarantee! The price of the item(s) decreased after you ordered them, and we gave you the lowest price. The following title(s) decreased in price: Zero History Price on order date: $16.17 Price charged at shipping: $16.17 Lowest price before [...]
Archive | September, 2010
Don’t make people come to the training — bring the training to them
Put a demo video on every section of your website. Check out these mini-lessons on the Central Desktop website. Every time we get to a feature we haven’t used before, there is a little video to show us what it does. The video is the first thing you see on your first visit. We can [...]
6 Classic Articles That Everyone Should Read
Broken Windows 1000 True Fans The Cathedral and the Bazaar Positioning The One Number You Need to Grow Scientific Advertising
You get what you ask for / be true to your brand
Blog “What Would Susan Do” writes a great story about bad service at a coffee shop in NYC: Customer: I’d like three espressos to go, please. Barista: How far are you going with them? Customer: Huh? Barista: The espressos might get cold on the way. How far are you going? Customer: Uh, I dunno – [...]
There’s no AND in BRAND #1
A brand is one idea that creates a clear vision of what you do in the customer’s mind. You can’t claim to do everything. We won’t believe you. You can’t be web design and tech and strategy and code and marketing and…? There is no AND in BRAND. You don’t get to be two or [...]
How to use one corporate Twitter account for multiple people
If you’ve got a lot of staff helping with a single Twitter account, here’s an easy way to identify who is posting: 1. Have all posters put their initials after the post, like this: ^AS 2. Put everyone’s picture and code in the sidebar. 3. Done.
The economics of great customer service
My friend Rishi Rawat sent me this great story of common-sense customer service. From: Rishi Rawat To: Andy Sernovitz Subject: My Keurig story Hi Andy, Just over a year ago we purchased a Keurig coffee machine. It gave us superb service right up to the day when it unexpectedly died. I dreaded calling customer support [...]
When someone wants to bring in dozens of customers — will you say yes?
Laura van Straaten saw someone save a life on an NYC sidewalk with CPR. The amazing experience inspired her to take classes to learn the live-saving skill — but after searching in vain for a course that was convenient and inexpensive, she decided to do something more ambitious: Make it easier for everyone to get [...]
Work With Me
We're the community for social media leaders at the world's greatest brands. Learn more >>
Learn about my keynote speeches >>
