Quick thought: Customer Adoption Max Effgen, April 29, 2009 Nearly every client I have worked with has had concerns and challenges with Customer Adoption. Successful clients care about Customer Adoption. It can deliver real and significant ROI. There is a secret to Customer Adoption. Customers will only adopt if it improves their experience. Think about the customer’s experience. Improve… Continue Reading
Zappos – Great service Max Effgen, April 28, 2009 I have recently been really impressed with Zappos. No it is not the Kiva robots in the warehouse. Although that is very cool. They get “it”. Great customer service. My orders always have shipping upgraded. The shoes always arrive before they are expected. A recent pair of running shoes arrived… Continue Reading
Proactive Customer Care Max Effgen, April 27, 2009 The notion of a proactive customer care has been around for many years and taken many forms from the airline calling about a canceled flight to current SMS alert notifications from any number of devices, products and services. The goal is simple. Customers do not want to have to tell… Continue Reading
Customer Service? Ask a Volunteer Max Effgen, April 26, 2009 Interesting read on customer service. Unboxed – Verizon’s Experiment in Volunteer Customer Service – NYTimes.com Continue Reading
Weekend Tulips Max Effgen, April 25, 2009 The Skagit Valley Tulips are finally blooming. This is a very neat day trip from Seattle (approx. 1 hour north). I have been several times to tromp through the mud and work on my photography (above photo). That means up before dawn and out to catch first light. It is… Continue Reading
How to build a Google Gadget Max Effgen, April 24, 2009 I have had some recent conversations about Google Gadgets. More than just simple applications, gadgets can be extended to useful applications for a CRM system. On a related note, I have built 2 of my own PHP based gadgets for my photography website. They drive close to 80% of the… Continue Reading
Transaction to Trust Max Effgen, April 23, 2009 Transaction to Trust: The New Era of Customer Service by John Yaggie. Nice quick read that illustrates the “Show the Love” philosophy for customer relationship building and care. Continue Reading
Why McKinsey’s Cloud Report Missed the Mark Max Effgen, April 22, 2009December 2, 2013 Why McKinsey’s Cloud Report Missed the Mark by Joe Weinman at GigaOM is another good read on the now infamous McKinsey Cloud Report. See earlier post if this is news. Continue Reading
Cloud impediments… Max Effgen, April 22, 2009 FBI seizures highlight law as cloud impediment by James Urquhart is an interesting read on the law and the cloud. Having sold a “cloud” service, these aspects of the cloud come up — a lot. Legal departments live for this kind of stuff. As this example in the article shows,… Continue Reading
Connecting with Customers… Max Effgen, April 21, 2009 Suzanne Watson, Procter & Gamble’s marketing manager for the Tide brand, says her goal is to balance fundamentals and innovation. This is not your typical read on CRM. It does hit several important points. Most importantly: How do you connect to your customers? The answer is different for just about… Continue Reading