Tag Archives: Caterina Fake Tips

Meeting Strategy

At Hunch, we don’t have meetings unless absolutely necessary. When I used to have meetings, though, this is how I would do it: There would be an agenda distributed before the meeting. Everybody would stand. At the beginning of the meeting, everyone would drink 16 ounces of water. We would discuss everything on the agenda, make all the decisions that needed to be made, and the meeting would be over when the first person had to go to the bathroom.

via The Free Thinker: Caterina Fake of Hunch.

Customer Service

Customer First

by Leo Nelson

Start with the customer and work backwards. Those two things, passion and customer-centricity, will take you an awful long way. – Jeff Bezos

Customer Service Numbers

by Leo Nelson

It’s not a big deal finding a toll free number for a company, but finding a toll free numer that can eventually lead you to a live human operator is becoming an ordeal. Thankfully the good folks over at Quickbase have a customer service chart with shortcuts you can take to avoid the typical corporate Interactive Voice Response (IVR) system – the press #1 followed by 2 followed by 3 followed by ‘Please Try Again – A Response Is Required’ system.

Two numbers I definitely need from the chart are for Amazon.com (800-201-7575) and for Comcast (800-266-2278). In the past my computer manufacturer’s number would have been on the list, but unlike Dell, Gateway has a much more friendlier and more efficient customer service team and as a result I’ve never had to wait more than 2 minutes to speak to a customer service representative. In fact just two days ago when I called to have my laptop CD-ROM drive fixed, the whole troubleshooting process and new shipment confirmation was done in less than 5 minutes.

As a consumer, if I can speak to a company representative in less than 2 minutes and get a problem fixed in less than 5, you’ve essentially got me locked in as a life time customer.

The Ultimate Listener

by Leo Nelson

Yesterday I received an email from a Hotmail Product Manager asking if I was still having trouble with connecting to Hotmail via Outlook/ Outlook Express. I was baffled; my blog post about my negative experience with Hotmail was heard and after a couple of e-mail exchanges my problem was resolved. Although, a large part of this solution was probably because of my beta testing experience with Microsoft, I’d like to think that that Aditya Bansod took time to listen to my feedback and act on it, and ultimately reflect very, very positively on the new ultimate listener on the block – Microsoft.

As I blogged about earlier, I think that a company that is willing to exceed the wants and expectations of the customer ultimately wins the battle. In my opinion a listening company encourages constructive feedback back to the company and also creates massive positive word-of-mouth advertising. After this experience you’re going to have to work twice as hard to get me to switch to a competitor’s product and to any company customer loyalty is the ultimate prize.

Thank you Aditya for listening and solving my Hotmail problem. It seems like the new team working on the Kahuna/ Mail Beta is dedicated to changing the service lockin perception and has already laid an amazing foundation to support this change.

Leonard Nelson

Personal blog of Leonard Nelson talking about technology, education, customer relationship management, customer service and Africa.

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Meeting Strategy

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Customer First

Customer Service Numbers

The Ultimate Listener