Start ups

Don’t Underestimate The Value Of Listening

Ross | March 30th, 2009

It never ceases to surprise me when people  think that listening to users is bad business. Michael Arrington recently questioned Facebook’s decision to revert back to some “old features” based on input from Facebook users. In his article titled “No! Never Surrender To Your Users, Facebook”, Arrington argues that you should never listen to your […]

Read full post »

Friday Fun Facts – Customer Service Requests

Mike | March 27th, 2009

As a small business startup we spend a great deal of time looking at and analyzing data to help us drive strategy, make adjustments, and better understand our customers. We try hard to not be robotic in our response to numbers, but rather to let them inform our decisions and our direction. Here is the […]

Read full post »

Friday Fun Facts – Who are we? And, where do we come from?

Mike | February 27th, 2009

As a small business startup we spend a great deal of time looking at and analyzing data to help us drive strategy, make adjustments, and better understand our customers. We try hard to not be robotic in our response to numbers, but rather to let them inform our decisions and our direction and we believe […]

Read full post »

Is Great Customer Service Contagious?

Jerome | February 25th, 2009

In my last post, I asked whether people prefer to contact customer service by phone or email. People shared some great stories and advice in the comments. I want to especially thank Doc Kane – I tried his strategy (see Doc’s comment to my last post) the very next day with UPS and it works!!! […]

Read full post »

Friday Fun Facts – Time Management cS Style!

Mike | February 20th, 2009

As a small business startup we spend a great deal of time looking at and analyzing data to help us drive strategy, make adjustments, and better understand our customers. We try hard to not be robotic in our response to numbers, but rather to let them inform our decisions and our direction and we believe […]

Read full post »

Friday Fun Facts – So Many Projects, So Little Time

Mike | February 13th, 2009

As a small business startup we spend a great deal of time looking at our data and analyzing that data to help us drive strategy, make adjustments, and better understand our customers. We try hard to not be robotic in our response to numbers, but rather to let them inform our decisions and our direction […]

Read full post »

Friday Fun Facts – Best Case, Worst Case, and Most Likely

Mike | February 6th, 2009

As a small business startup we spend a great deal of time looking at our data and analyzing that data to help us drive strategy, make adjustments, and better understand our customers. We try hard to not be robotic in our response to numbers, but rather to let them inform our decisions and our direction […]

Read full post »

Phone or Email? I Need A Human!

Jerome | February 4th, 2009

Is it better to provide customer service by email or by phone? Maybe it’s not the means you use to provide great customer service – but making sure you actually help your customer.

Read full post »

Friday fun facts

Mike | January 30th, 2009

As a small business startup we spend a great deal of time looking at our data and analyzing that data to help us drive strategy, make adjustments, and better understand our customers. We try hard to not be robotic in our response to numbers, but rather to let them inform our decisions and our direction […]

Read full post »

In defense of meetings

Pete | January 29th, 2009

It is with sound mind and body that I willingly write this post.  I know full well this won’t be warmly received but I can’t be silenced.  My name is Pete, and I like meetings. OK, let me clarify – I don’t like ALL meetings.  But I do like one.  So much so, that I […]

Read full post »