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Holy Crap I’m a Porcupine
Well only a part-time porcupine. The rest of the time I try to be a more benign member of the woodland family. If you haven’t seen this white paper from Parature , based on the book by Rich Gallagher...
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Porcupines Part II:How Can I Ignore You When You Keep Going Away?
I’ve been thinking a lot about porcupines lately, which is either testimony to Richard Gallagher’s brilliant insight or a sad commentary on my social life. My thesis in the last post was that...
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Porcupines Part IV: A Jack Russell Betrayed
Final post on porcupines, I promise. We’ve reviewed the regrettable things marketers do to perfectly lovely people that make them angry, demanding and rude. First we can ignore them. If that doesn’t...
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Are Retention Departments Symptoms of Suckiness?
I have been thinking about retention departments lately. And I’ve decided they are the Emergency Rooms of the corporate world, where accounts in urgent need of repair wind up, usually in...
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Who Should Wear Your Corporate Speedo®?
Last week we looked at the terrifying beachfront property known as social media. This is where not-so-happy customers are busy telling the world how much their B2B suppliers suck. And it’s where most...
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Are You Counting Your Marketing Calories?
I met my friend Jeff for lunch recently and it went like this: Jeff: Notice anything different about me? Me: You’re licking the inside of a Pop-Tart wrapper. Tell me you didn’t find that in the subway....
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How Marketing is Pushing Customer Service Under the Bus
In 1958 John Kenneth Galbraith famously took on the economic doctrine of Consumer Sovereignty. First floated by Paul Samuelson, this theory held that consumers, by right of their choice in the...
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Stop Beating Your CSAT To Death
A while back we looked at how marketing shoves the Customer Abuse Department under the bus by setting unrealistic expectations nobody can possibly live up to. Today I want to talk about another reason...
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Your Customers Want to Talk to You
Last week we looked at the Customer Service Theatre that follows a hyper-vigilant Seal Team Six intervention on social media. This week, we should look at the much more pernicious problem of Customer...
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Is Your Customer Self-Service a Porcupine-Making Machine?
Trade show season is, mercifully, drawing to a close and loading docks across the nation are filled with display booths, crushed foam core signs, dented ballot boxes and damp collateral. Marketing pros...
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