I go to meet people, hear about their products.. but I shake of leg humpers immediately

I’ve been biting my fingers for the past couple of weeks.  I’ve had a memorably bad experience with my ISP.. they have yet to clear things up.

My notes will help with a chapter on the future of customer service that I plan to include in my next book, so I’m holding off writing one of “those posts” .. not quite ready to take on these guys with publicity I’m looking for right now. (you can figure out who I’m talking about by following my Twitter thread if you really must know).

Instead, let’s talk about what customer service should be:

  1. It IS your department. There’s one phrase that always means trouble from any sizes company “I’m sorry, that’s not my department.” My prediction is that this will be ground for dismissal in companies of the future.  If you pick up the phone, catch the tweet, or handle and email from a customer, they expect that you won’t give up on them.
  2. I’d rather talk to a friend. By now, every company of any size has at least one person on Twitter, someone using Facebook or a attending some venue where they want to meet up with customers. We want to be treated like we are friends. Every employee is a customer service agent and the reputation of the company is on the line (see item #1).
  3. If I matter, keep track of me. I smile when the automated voice system reminds me that I can find some answers on the web.. I wouldnt be calling if the web had what I needed. And while I’m waiting, I don’t mind putting in my account number or making a few selections until they get their technology working well enough to recognize my caller ID. I do draw the line at providing my number a 3rd or 4th time to the people answering the call. Don’t ask me for my account number until I have someone on the phone that can help me.

Three easy steps to help people feel like they are dealing with a company that likes customers. (boy it’s hard to write about this without going into complete rant mode).

Here’s some hope for us all. Google Wave intagrated with Salesforce.com show us that a customer service issue can be taken care of in a way a customer might actually enjoy.

Do you have examples of companies using social media and technology to give their customers a better experience. Share on a comment below and my co-authors and I will follow up for more details that we can include in our book.

commented on BrianSolis.com

Numbers don’t show how many people are actually using Twitter to carry on a conversation.

As we learn to use Twitter, we spend lest time gawking the web site and just put it into our daily routines. Geoffrey Moore’s Chasm comes to mind.. suggesting that we are still at the beginning of the acceptance curve.

SMS is 3 trillion messages a year and growing. The revolution has a long way to go.

I’m planning to comment as soon as my legal team clears it

The Postman sends a messageI just finished watching The Postman, a post-apocalyptic film based on the novel by David Brin.

I won’t say much about the film.. movie reviews abound for this type of Costner saga and frankly, they are not usually my first choice

What did strike me was the central theme of the film… In a screwed up world, people get hope from the simpliest of messages.. a found letter from a long lost relative or a few words from a man with a mission. I suppose Kevin Costner is somewhat like The Postman.. I’m told he gets a vision for a project and never lets go, inspiration to us all to keep at it and share our gifts.

Just a couple of years ago, I might have dismissed this as nothing more than theatrical license. Today, I know what happens when I listen to my online network and feedback a very short message of hope and love. Sometimes this message rings out louder than any bullhorn or 50,000 watt transmitter and touches the hearts of someone.

We really don’t know what all is going on in the life of those we come in contact with. Out of the thousands that see my tweets on Twitter there are bound to be a few that resonate with just about anything I say. Once they reply, it only takes a moment to acknowledge them and who knows.. maybe make their day. :)

For me, this started on Twitter. Like everyone, I wondered if it was going to take too much time.. fortunately I had the excuse of counting some of it a research for my book.. but the more I got to think of it, I knew I had to make it my goal to answer every tweet that was directed to me.

Doing this with the idea that each tweet reply was addressing at least one real human being that had connected to me soon wasn’t a chore, it became a passion. Further it actually improved my connections off Twitter as well. I find I write more from the heart, have an easier time getting past the “empty paper” stage of starting a project and always have a lot more fun.

When a dark day occurs, I think of the the lives changed when one person stops to smile or share a kind word, rededicate myself to giving more and look for a few tweets in the stream where I can add value to the conversation.

Do you have a story of a short message, tweet, text or idea that changed your world? Please share in the comments.

blockquoteno doubt this is going to improve. Datamining has to be at the top of list for Twitter and vendors looking for income/blockquotebr/
citeOriginally posted as a a href=”http://disq.us/39ztg”comment/a
by a href=”http://disqus.com/people/warrenwhitlock/”warrenwhitlock/a
on a href=”http://briansolis.com/”briansolis/a using a href=”http://disqus.com”DISQUS/a./cite

blockquoteLists are just a new level of “following” .. right now, it’s so much work to add tweeps, most of mine are less then 1% complete. Too early to get riled up over it./blockquotebr/
citeOriginally posted as a a href=”http://disq.us/2stxz”comment/a
by a href=”http://disqus.com/people/warrenwhitlock/”warrenwhitlock/a
on a href=”http://www.chrisbrogan.com/”Chris Brogan/a using a href=”http://disqus.com”DISQUS/a./cite

I’ve been talking with David Greschler and his team at Microsoft about their mission to bring virtualization and cloud computing to us all. Some of my friends on Twitter have asked what all the fuss is about, so I”ll explain here.

Computing “in the cloud” is using computer power that is outside your own machine. Essentially, you are doing this everytime you access a web site, view your email online or join a social network.

Virtualization is a breakthrough that allows companies to use just the computing power they need. This will lower costs, save energy and bring a lot more service to you where and when you need them.

If you have questions about cloud computing, virtualization or how to create a vision for your enterprise, just TWEET to my friend David Greschler (@DGreschler on Twitter) or post a comment here.
A new study shows that adoption of this technology is the next big thing in computing and will affect us all. You may not need to know HOW it work.. but do take a moment and watch this video for an overview.

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Just in case you are still wondring if social media is just a fad…

Sure, Twitter as we are using it today may not always be there.. but that’s not the point. The REVOLUTION is just begun.

Cool Palm Pre Soap (Bourbon and Coke Scented)Note: The photo here is NOT my Palm PRE. It is the must have soap replica from TwoEggplans

It’s been 2 months since I started the endurance test that is the Sprint Palm PRE.. here’s some observations that may help you understand my plight, and why you may want to upgrade your phone

First off, the PRE rocks. I tried hard to hate it exclaimed “this thing is going back before the 30 days is up” at least 27 times.. but the truth is that I love the multitasking, gps tools and promise of more cool apps to come.

I’m on my 2nd PRE now. After fighting with an incredibly slow response, I swapped for a new phone a couple of weeks back. I had outstanding service from the Buford GA Sprint repair center. Rayna told us she has not been given authority to fix the PRE. I guess Palm won’t let Sprint people open the phone. So we tried a new one.

I’m not out of the woods yet. The new PRE doesn’t require a reboot every day, but once the import of my thousands of contacts from Gmail was done, the searches were slower. Might be me, but they appear to get slower over time.

So, I have trouble looking through past calls, finding a contact when I want to make a call.. just about anything to do with finding people. The Twitter app works so much better than my last phone and I’m still hoping that APPS make a difference.

I’m tempted to compare the Palm PRE to that other device that sells millions. But their customer prevention department has done a good job. (I’m not mentioning their names because I’d like to think there will be someone looking for a review by searching for Palm PRE without the A names)

So why did I keep the PRE?

I’ve been buying and using leading edge technology for decades. I’ve been burned many times, but generally feel that it’s a small price to pay for the productivity gains I can get from understanding the tech and implementing it’s features.

My fantasy is that I’ll find an hour to erase the contacts and upload a smaller list. I don’t call 8,000 of the contacts in there, no sense bogging done gmail and the phone with it. Of course, that will mean spending some time cleaning up my contact list. :)

Two really dumb moves by Palm as far as I can see.

  1. They have an excellent OS and some history with apps yet they delayed the hottest trend by crippling the app developers and app store at release.
  2. Google and Palm must have worked together to put the gmail interface on the PRE.. but no SEARCH. This is a  GOOGLE app with no search? These guys need to google “clue”

The keyboard is tiny, but I prefer it to typing on a touch screen. I assume future models will allow for a side keyboard and apps that switch orientation when you use it.. but this one is very usable. Would be nice if they added in keyboard options for more of the commands.

The Palm PRE has many innovations.  Sprint and Palm were in trouble, bet the farm with on PRE and gave us a phone that tries a little bit too hard. Will they hit a home run? I’m waiting to see.