I spent yesterday at the OMMA Mobile conference. Very interesting although it kind of felt like everything old is new again in some ways. Much of what we’ve gone through in the development of the web is being repeated in mobile, including the reluctance of marketers to embrace a medium that is way more developed than most of them understand. Mobile devices (I don’t like to think of them as phones since that’s very limiting) are personal, PC‘s are not. There are several times as many mobile devices as there are phones and more and more of them have high speed data access and can run applications. There was a ton of great research presented and I’ll have more on that at some other time. Continue reading
Tag Archives: Customer service
People @ Work
- Image by tuexperto_com5 via Flickr
We used to talk a lot about how to provide excellent customer service. When you’re running a business and you are processing, say, 250,000 transactions, you’re still going to have 25 unhappy people if you operate at a 99.99% satisfaction rate. To that person, they don’t care that you got the other hundreds of thousands of transactions right – you have a failure rate of 100% as far as they are concerned. Continue reading
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Fresca
My wife had to run out to the store yesterday. With both daughters and assorted friends and family putting in appearances over the next few days, we had to stock up on items such as soda that are generally not consumed by the two of us or the dog in large quantities so we don’t have much around the house. Continue reading
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Consult Keith 