Catchy song. But before we start wondering what unlikely crime will be solved in an unlikely way by the unlikely forensic bods in unlikely CSI, let us turn to the less glamorous and all too real world of petty fraud and pernicious identity theft. This has already become a burning consumer issue: according to this blog, 45% of [...]

Businessweek has an excellently written article about consumer vigilantes that lends validation to our warnings about the Care 2.0 world — it’s worth a quick read, if for no other reason then to laugh at the opening anecdotes.  The upshot is that more and more consumers are taking to Teh Intertubes to complain about incidents [...]

Earlier this week Dan and I had a generally awful travel experience on a major airline.  One of those “everything that can go wrong will” type of affairs, where you know it from the moment the first delay is posted that this flight is doomed.  A 5:45 departure became 6:15, 6:40, then 7:00, before the [...]

It’s official: there’s an (ahem) economic change coming and it might already be here. The sub-prime market, low consumer confidence, all the wrong indices trending down, employment rates, etc. And my left knee swelled up, which is a sure sign.
So what does that mean for the customer care segment? Here’s a discussion that won’t be [...]

Well I can’t vote and nor can my wife - neither of us are US citizens. But we are legal, so I think that means we’re not topical. However, none of that stopped Hillary Clinton from calling us more than twice to let us know that she was counting on our votes in the primaries [...]

So opened Robert Stephens, Founder and Chief Inspector, Geek Squad http://www.geeksquad.com/default.aspx at today’s “customer service is the new marketing” http://csitnm.com/ conference in San Francisco. The Ramen reference was one most in the audience can relate to - the meal staple many programmers use to keep energy flowing as - as the the time of ay/night becomes unimportant [...]

At today’s “customer service is the new marketing conference” http://csitnm.com/ at the beautiful Golden Gate club in San Francisco, Tony Hsieh, CEO, Zappos http://www.zappos.com/welcome.zhtml was clear that the way to drive a business’ success, was not about looking at the care operation as an expense item, but as an investment. At this conference, focused on a new [...]