Top stories

141
sethgodin's picture

An inconvenient shopping list

Cyber Monday (inspired by its evil cousin, Black Friday) is a symptom of our obsession with convenience. As Tim Wu has pointed out, convenience trumps privacy, morality and good judgment for too many of us–the internet has made things faster, and
76
harvardbusinessreview's picture

How Bad is Airline Service, Really? And Other Customer Service Complaints

Youngme and Mihir welcome their colleague Ryan Buell to discuss whether airlines deserve their reputation for terrible customer service. They also share other customer service pet peeves, as well as their personal “Customer Experience Picks.
129
sethgodin's picture

Four roads we call customer service

Road 1: I can learn from you and make things better Road 2: You’re an important customer and I can bring empathy and care to this moment to strengthen our relationship Road 3: I can teach you something and make things better Road 4: Go away
160
Vijay's picture

Retail Raves - Speeding up chip card transactions

Almost all credit/debit cards now are EMV compliant as they carry an embedded chip used to validate transactions at the point of purchase. Card owners input a PIN to authenticate their purchase.But in a highly crowded area such as the super market
153
Vijay's picture

Retail Raves - Speeding up chip card transactions

Almost all credit/debit cards now are EMV compliant as they carry an embedded chip used to validate transactions at the point of purchase. Card owners input a PIN to authenticate their purchase.But in a highly crowded area such as the super market
649
johnsullivan's picture

HR Roundtable: The Value of a Multi-Generational Workforce

In the classic rock anthem My Generation by The Who, lead singer Roger Daltrey screams, “I hope I die before I get old.” He echoed a sentiment of the times, but he never knew that he was also doing what...
908
danielhpink's picture

PINKCAST: This is how (not) to calm your nerves

There are two kinds of people in the world: Those who feel a little nervous before big presentations . . . and liars.For all of us in the first group, this 86-second Pinkcast — it’s a phone show, folks! — offers a simple, science-based technique for
718
sethgodin's picture

The other kind of customer service

Reactive customer service waits until something is broken. We leave it up to the annoyed customer to go to the trouble of finding us, contacting us, and then, in real time, advocating for themselves until we finally manage to make...  
1,321
sethgodin's picture

Rules for working in a studio

Don’t hide your work Offer help Ask for help Tell the truth Upgrade your tools Don’t hide your mistakes Add energy, don't subtract it Share If you're not proud of it, don't ship it Know the rules of your craft...      

Pages