"I just got a call from the day care center, and my two-year-old is sick. I have to go. Would...?" The raised eyebrow of one CEO said it all. They had worked hard to carve 60 minutes out of their schedules to begin discussions on a merger. Now this.
Digital silos are collapsing right in front of us. Today's social curated, lean, API-hungry businesses built at the blurred intersection of design and user experience are forcing CMOs and CEOs to adjust their marketing strategy accordingly.
Should you choose to differentiate yourself on the basis of service, then it has got to be about commitment and passion for the customer. As soon as the customer sees tradeoffs in customer service, then you have lost your differentiation on that front.
How much time is Twitter going to take to be effective for your business? The simple answer is probably an hour or two a day, depending on your products and services, community service sophistication, how you're using the platform and how aggressively you want to grow your brand.
Anecdotal evidence that Comcast's shoddy customer service practices disappoint consumers is overwhelming and warrants consumer protection. Its customer support is poor because most Americans have no other provider in their area.
Number one, if you run a customer service department, hire people that are actually interested in delivering that. And really the larger lesson is that whatever you do, make sure that you love what you do and find people to work with and for you that love what they do, too.