Brendan Read : The Readerboard
Brendan Read
TMC
| Contact Center/CRM Views and Analysis

Boingo, GigSky, XCom: Why my Europe Connectivity was Awesome

A while back, I had a chance to go to MWC (news and analysis) in Barcelona, Spain and like many of you...

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WebRTC Disruption is Reaching IMS and Catching the 3GPP's Attention, But Where is eMRF?

The 3rd Generation Partnership Project (3GPP), the uniting body of telecom standard development organizations, has taken notice of WebRTC. And that...

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This is How You Do Social Media!

I received a surprise package at my doorstep today from Bright House. It seems that my tweeting about the Tampa Bay...

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The Wearable Tech Futures

Amid all the noise about the growing Internet of Things market comes the announcement that Nike is disbanding its FuelBand team....

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Why Pivot?

In business, a pivot is a strategy change (especially in Lean Startup processes). When you look at brick-and-mortar companies like RadioShack,...

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Thoughts on the Industry Right Now

All the forecasts: have any of them been accurate? Or is it just a way to sell reports? If it is,...

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Hosted PBX Sales Increasing

Blame some of it on the TDM-to-IP transition, but a lot of the reason that Hosted PBX sales are increasing is...

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Led Zeppelin Ring Tones

October 15, 2007

Disney Customer Service

October 12, 2007

There's an article on MSNBC today about airports turning to Disney for tips on customer service:
http://www.msnbc.msn.com/id/21225028/

It's worth the read. If you've ever been to a Disney park and you know a thing or two about customer service, you're likely to observe that nobody does it better than Disney. Crowd control and queue management have been turned into art forms by Disney, and the company also does very well with one-on-one customer service.

I once personally observed a customer service miracle at Disneyworld: my then three-year-old niece was eating a Mickey-shaped ice cream off a stick. It was a hot day, and as ice creams do in hot weather, the ice cream fell off the stick, dropping onto the pavement.




Tech-themed Baby Clothes

October 10, 2007

Nobel Prize for Nanotech Computing

October 9, 2007

Buyer's Guides

October 4, 2007

Spam Headlines

October 2, 2007

I normally don't even register the spam anymore, I just delete it in large blocks. But every once in a while, a headline makes it through my pre-coffee subconscious. (And let's face it, my subconscious is the only part working before coffee).

Yesterday, for some inexplicable reason, every other spam I received was something about yachts. Buy yachts, sell yachts, check out this yacht, do you want a yacht?

It's Beginning To Sound Like E-commerce Christmas

October 1, 2007

I'm always amazed at how early Christmas decorations start showing up in retail stores. All I can say is, I'm glad for Halloween.

Why?

Halloween, being a huge merchandising opportunity (candy, costumes, decorations, plastic skulls made in China, cheap fog machines, compilation CDs of spooky music, fake plastic tombstones, etc.), does us a favor. It "holds back" the Christmas merchandising until, at the very least, November 1st.



How Not To Do Customer Retention

September 25, 2007

This is one of those customer service stories that make you want to bang your head into the wall.

Last year, I stopped using my regular small-town oil company because the fixed price they were offering was a lot higher than what other companies were offering. I would have liked to remain loyal to them, but the cost difference was just too great to ignore. They had bought all their oil in bulk just before prices dropped and, though I felt sorry for them, decided that my budget came before my customer loyalty. I ran with another company.

Low Call Center Expectations

September 24, 2007

I paid my credit card bill late last month.

I had a million excuses. The plumbing was on the fritz, my water heater had exploded, I didn't check my e-mail, I forgot to write the due date on my calendar, the planets weren't in alignment and my tux didn't come back from the cleaners. All things said and done, it just slipped my mind until the day after it was due.

That said, I was mighty irked when a $30 late charge showed up on my bill. I was indignant.



Biz IT Pro Delivers CRM Solution for QRPS

August 31, 2007

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