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

Scoring My 2016 Predictions

This is the time of year I typically grade myself on the predictions I made this time last year. NFV: I predicted that we’ll...

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Advice for Partners for 2017 [podcast]

Jeff Ponts of Datatel; Emmett Tydings of AB&T Telecom; and Chris Palermo of GCN joined the podcast this week to talk...

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$4B Wireless Repair Market Event Comes to ITEXPO

Almost 8,000 wireless repair businesses employ over 20,000 people and the market is growing. Yes, it’s a $4 billion dollar market! Apple’s next-gen phones...

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Ad Blockers vs Mobile Advertisers

In September, I wrote a blog on why mobile advertising is expected to grow based on Mary Meeker’s yearly Internet Trends report. Something to...

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Ransomware Fog Rolls over SanFran Muni, SFMTA

We’ve known ransomware costs for a small- to medium-sized business can be $99,000, per Kapersky Labs. This includes lost business data,...

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Why you would give up the chance to strut around in Middle Earth Barbie wear? Allison Smith asks.

#Thankful! What for? Being able to speak...well, not as well as Allison Smith. Being able to design software and apps with code,...

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Happy Thanksgiving!

I don't think Ican write one better than I did 2 years ago, so here's a link to that piece. Happy...

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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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