Why Speed of Resolution Over Speed of Response is Key to Social Media Success

Make it work

Last week, Jay Baer wrote a post about how brands are responding on social media. Jay’s premise was that companies that can respond within minutes on the social sphere are sending out a far more positive message than those that dilly-dally. It’s a really interesting read, and the comments after the post sparked a great [...]


Are You Telling or Asking?

Ask your customers better questions

When was the last time someone asked you what you want? What you’d prefer to have, over what their perception thinks you’d like to have? Are you looked after by the services you use on a regular basis? If not, why not – isn’t it about time you were? I’m a business owner, but I’m [...]


What Posterous Could Learn from Gravity Forms About Service

posterous email request

Customers and employees are your two most important ingredients in a successful business. Without one, you can’t have the other. Customer service is an especially hot topic for me, as I’ve worked in improving how service is measured and improved at a few companies, where previously it was maybe in third or fourth place when [...]