Category Archives: Customer Service

Consumers Using Twitter to Save Money and Solve Problems

Posted on February 22, 2009 by Tom Gray

The Sunday print edition of The Wallet, the personal finance blog of the Wall Street Journal, reports that Twitter users are able to save money, find deals and solve problems as more and more mainstream corporations sign on to the … Continue reading →

Posted in Customer Service, Social Media, Twitter | Tagged , | View Comments

What Your Customers Really Think

Posted on July 23, 2008 by Tom Gray

Marketing Sherpa provides great information and guidance on what works, and doesn’t, in all aspects of marketing. They recently published a chart reflecting the results of a poll conducted with webinar attendees. The results, if you’re a vendor, should be … Continue reading →

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Online Retailers Need to Drink Their Own Kool-aid®

Posted on January 21, 2008 by Tom Gray

Mark Sanborn is a hall of fame speaker and the best selling author of The Fred Factor and You Don’t Need a Title to Be a Leader. He’s also a friend and client. He has a new web site and, … Continue reading →

Posted in Customer Service, Ecommerce, Effective Web Design, Marketing, Web Metrics | Tagged , , | View Comments

Sprint, Customer Service and Wondering if it’s Ever Okay to Fire Your Customers

Posted on July 17, 2007 by Tom Gray

Is it ever okay to fire your customers? The small or struggling business may gasp in horror, “NEVER!” But the truth is that we fire customers everyday; too often in a passive aggressive manner of being slow to respond, offering … Continue reading →

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Track What People are Saying About You, Your Company, Your Products

Posted on July 12, 2007 by Tom Gray

Don’t be caught off guard by negative reports about you, your company or the products and services you offer. Likewise, don’t fail to take advantage of the positive buzz that the online community generates on your behalf. Failure to track … Continue reading →

Posted in Consumer Confidence, Customer Retention, Customer Service | View Comments

Praise for GetHuman.com

Posted on July 11, 2007 by Tom Gray

My PayPal account was hijacked recently and I’ve had to make several calls to their dispute resolution department to deal with the situation. Each time the process has been… Hunt all over their website for the phone number (because I’m … Continue reading →

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And You Thought Airline Pricing was Confusing … Dell Wins the Pricing Prize

Posted on June 18, 2007 by Tom Gray

Wow! I always knew that you could get different prices for the same or similar configurations at Dell – depending on what part of their site you went in through but this is ridiculous – and fascinating. Read the confessions … Continue reading →

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Customer Service Equals Marketing and Sales

Posted on June 14, 2007 by Tom Gray

Another long post so here’s what my key points are: Customer service should be the most effective marketing and sales tool in your tool box – guaranteed, you lose business when it’s not. In most cases, some revenue trumps no … Continue reading →

Posted in Customer Retention, Customer Service, Marketing, Oops, Sales | View Comments