Seattle Skyline Wallpaper Max Effgen, May 2, 2009 Seattle’s skyline from Kerry Park in the Queen Anne neighborhood is one of my favorite views of the city. This panoramic was recently taken on a cold, clear morning with my trusty Xpan. For this weekend edition, I am making this wallpaper available for all 2 of my readers in…
Pratt 2009 Fine Art Auction Max Effgen, May 1, 2009 Pratt Fine Arts Center in Seattle provides art classes from drawing to metal and from stone to glass. I have been learning, blowing and working with glass there for 3 years. There are not many places where a layman like myself can get the exposure to professional teaching artists and…
K-F-C Max Effgen, May 1, 2009 I found myself channeling Nicholas Boothman during a recent conversation on CRM: K – Know what you want F – Find out what you are getting C – Change what you do until you get what you want How to Make People Like You in 90 Seconds or Less or…
The importance of training Max Effgen, April 30, 2009December 2, 2013 Training done right can truly impact the ROI of a CRM depolyment. Training done wrong can make a CRM deployment die a slow death. When I am asked about training for CRM, “8 by 11” comes to mind. Training turned an under performing CSR into a rock star. Soon he…
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…
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…
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…
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
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…
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…