I was all set to write about the excellent tech support I've received from Verizon Wireless when the company went and did something colossally stupid. And it just begs to be called out. Someone from Verizon Wireless called me to ask about my experience with...
Some companies set the low bar for customer service (e.g., airlines, cable t.v. providers). My former cable provider neither empowered its employees to troubleshoot nor allowed them to escalate a call. Only when I sent certified letters to the CEOs of both...
Selecting the right business model is key. Your choice of business model is likely to be determined by how you've defined your value proposition and your universe of prospects. In the communications field, for example, you might want to set up as an independent...
Business Week's Heather Green has a very interesting Blogspotting post on the strategy behind the "leaked" Steve Jobs memo about the underwhelming customer reaction to Apple's new MobileMe application. She writes: By doing this through an internal email he gets...
My first BlackBerry should be in my hands tomorrow. I resisted when the RIM devices were largely in the hands of high-powered executives trying to prove their importance. But gradually the BlackBerry became less a status symbol and more a business tool. As the...
Fast Growth Focus columnist Doug Davidoff writes about the five rules for creating demand: Know your customers. Identify problems they may not know they have. Educate clients on their problems by focusing on results and creating value. Don't tell clients what...
Most people would never consider wearing old jeans and a tank top to a new business meeting. But have you ever noticed how lots of people have poor calling cards? Your business card is a reflection of your business. You want that prospective client or customer...
Today's Stupidity Award goes to Jim Coleman Cadillac, which is trying to lure Toyota Prius owners into trading in their energy-efficient hybrids for new cars that average 15-20 mpg. The supposed hook? "$1,000 over Kelley Blue Book fair value." Anyone who thinks...
I recently reviewed proposals for a federal agency. It was a worthwhile use of my time for six key reasons: 1. I got to see examples of well-constructed proposals and some that were not so good. In the process, I picked up some tips I can apply if and when I...
Sales people are always trying to sell something. That's what they do. I know one terrific salesperson who could sell you the Brooklyn Bridge and convince you that you could move it into your back yard. Great, until you find out the promise and the reality don't mesh....