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Optimizing customer service is not about keeping everyone happy
Customer service is a function that is usually neglected in the tech or game space. A recent article in the MIT Sloan Management Review, “The High Price of Customer Satisfaction,” shows companies can...
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Turning unhappy customers
I have always said the best measure of a company and its customer relationships is not how they avoid unhappy customers but how they deal with unpleasant situations. Inevitably, you will do something...
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How bad profits can kill your company
I came across an article from 2012, “Is Your Company Hooked on bad profits?” by Fred Reichheld, a Bain Fellow, that is very relevant to today’s tech companies. Bad profits are revenues earned at the...
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Why free stuff or lower prices don’t keep customers happy
One lazy and ineffective way to keep customers happy is to lower prices or give them more things for free. Companies that do not know their customers well, or do not want to, often respond to the...
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How the marketing 4 P’s have changed
Most business schools based their marketing teachings on the 4 P’s (Product, Place, Price and Promotion) but they have not adjusted these pillars for the current reality. An article in the Harvard...
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It’s about the customer journey, not the touchpoints
There was a great article in the Harvard Business Review, The Truth About Customer Experience, that shows more importantly than focusing on providing the customer with good discrete interactions you...
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How to develop repeat customers
Most people understand the importance of selling to your existing customers, or monetizers in a free to play environment, but most efforts and features are built around attracting new customers. That...
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