Tag Archives: Listening

What has happened to customer service?

I recognize my personal experiences are anecdotal, and can’t be used to make sweeping statements about the way things are for all. But darn it, to borrow a quote from one of my favorite movies, “I’m mad as hell and … Continue reading

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Do you feel the time passing as you’re having fun?

In his poem, Fog, Carl Sandburg wrote, The fog comes in on little cat feet. The association’s immediate because most cats are sneaky. They appear on your bed or your lap or your kitchen counter like magic, seemingly out of … Continue reading

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Considering bathroom fixture reglazing?

I had the bathtub reglazing I was considering, completed last week (see previous post). The tub does look better but it’s not perfect because reglazing in-place is an imperfect process. There is no foolproof way to make the room a … Continue reading

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Chapter 2, Home Improvements: One vendor withdraws

Update: I think I insulted one of the potential contractors for my fixture reglazing project. (This is a contractor I found on my own, who only has one posted review on Angie’s List, from 2009.) He withdrew his bid after I … Continue reading

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Is customer service an oxymoron?

I don’t believe consumers expect perfection from every company, every good, and every service (though that would be nice). What we do expect is prompt and courteous resolution of problems that arise. Here are a few kudos where due in … Continue reading

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Do we learn the right lessons from our successes?

Do we learn the real lessons that a success can teach us? A new post on the Harvard Business Review blog reminds us there are three common reasons why we may not be getting the most mileage from the things that … Continue reading

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Marketing pros: Instead of talking down, listen up

The Harvard Business Review’s website is like Scrooge McDuck’s vault: There is something valuable everywhere you look. One new HBR Blog posting (http://blogs.hbr.org/haque/2010/10/marketing_can_do_better.html) discusses the concept of “listening up” as a marketing initiative. Author Umair Haque, Director of the Havas Media Lab, explains, “Listening … Continue reading

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Zappos’ founder: It’s all about the culture

Zappos’ founder Tony Hsieh was in Tampa on Monday to speak to American Marketing Association members. The AMA said it was the chapter’s largest turnout ever. I love shopping on Zappos’ website. Now I understand why. It’s not just the … Continue reading

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