Blog

Answering your questions about security, strategy, cloud, budgeting, service, culture, and more.

Customer Satisfaction is Only Part of the Service Equation

I went out to lunch with a great client the other day. This is the type of pet client you go to for marketing testimonials because not only does she know the quality of your organization’s work, but also understands the quality of your organization’s...
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Products Aren't Personal; Interactions Are

I just bought a Samsung Galaxy 3 phone and was excited when it arrived. I eagerly opened it up only to find that it had been delivered dead in the box. Understandably, I was frustrated. I called customer service, they said this had been happening a lot...
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Try Before You Buy

What follows holiday season? Return season. Especially in the consumer electronics industry. TIME Moneyland reports that, since 2011, the return rate for electronics has fluctuated from between 11 and 20%, significantly higher than other product...
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Measure Twice, Cut Once

It’s an old saying that probably everyone over the age of 25 has heard at least once in their lifetime. Essentially, it means take time in preparation to reap the benefits later. These four words prompted an interesting service discussion at a recent...
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The iPhone5 and Expectations

I had to get the iPhone5—and I’m very glad I did. Everything about it is just a little bit better than my 4s.  I like that it is 20% lighter and thinner because I carry it in my pocket, I love the higher-quality camera, and I’m impressed with the new...
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Protest and Principles

I’m not getting the iPhone5. In fact, I still have the iPhone4 (not the 4s). And I’m telling people who ask me (people who have been known to camp out for the latest technology release) to consider if the upgrades offer enough value to be beneficial....
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Gold Medal Service

If you follow my blog, you know that my girlfriend’s car’s transmission just died. What you don’t know is that we bought another car and I was absolutely blown away by what happened during the purchase process. Elaine (my girlfriend) and I had done our...
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Don't Band-Aid It

My girlfriend just found out she needs to replace the transmission in her car. It is going to cost $6000. This, in and of itself, is upsetting because it is a significant investment; what’s more upsetting is the fact that we brought it to the attention...
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How Does Your Organization Handle a Service Crisis?

I’m sure you have a plan in place for a communications and public relations crisis, a physical crisis, and an operational crisis—but do you have a plan in place for a service crisis? When your client is sick of telling you about problems and ready to...
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Values-Based Service

My colleagues and I were in a client meeting a few weeks ago. Right after we presented our technology recommendations for the coming year and were just about to go into the budget portion (detailing significant investments over the course of the next 12...
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