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

Fascinating WebRTC Demos from WebRTC Expo

WebRTC has been described as the most disruptive communications technology of the decade. It has also been described as overhyped. Well, I...

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Restoration Hardware's E-commerce Fighting Formula

A Tasteful Blend of Starbucks and Apple Retail Experiences designed to make customers fall in loveApple has the most valuable retail real...

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Thoughts on ThinkGeek Customer Service

I’m on the phone with ThinkGeek because I purchased something which they shipped incorrectly. I tried email and didn’t get a...

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The Interworking Function (IWF) part of the Diameter Signaling Controller (DSC) now takes center stage

Diameter Signaling Controllers (DSCs) are the general term used to describe products that enable load balancing and scaling of Diameter signaling...

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New T-Mobile Pay as You Go LTE Pricing Changes Everything

Until recently, if you wanted a real data plan on a major carrier while using your cell phone, you were forced...

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How Sony May be Fighting to Unleak its Information

The recent attack on Sony Pictures Entertainment is about as scary as it gets as emails which insulted the company’s hired talent...

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4 Tips for the Busy Executive

I have a couple of prospective clients that keep delaying projects. One really wants to do the project but the people...

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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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