9. Most of your competition spend their
days looking forward to those rare
moments when everything goes right.
Imagine how much leverage you have if
you spend your time maximizing
those common moments
when it doesn’t.
Seth Godin
Thursday, 2 May 13
30. Twitter is not good
for in-depth support.
But it doesn’t hurt to
be helpful.
Thursday, 2 May 13
31. If you make customers unhappy in the
physical world, they might each tell 6
friends. If you make customers unhappy
on the Internet, they can each tell 6,000
friends.
Jeff Bezos
Thursday, 2 May 13
32. Customers are human and
humans can view situations in
unexpected ways.
Marilyn Suttle
Thursday, 2 May 13
33. Statistics suggest that when customers
complain, business owners and
managers ought to get excited
about it. The complaining customer
represents a huge opportunity
for more business.
Zig Ziglar
Thursday, 2 May 13
37. The more you engage with
customers the clearer things
become and the easier it is to
determine what you
should be doing.
John Russell, President, formerV.P., Harley Davidson
Thursday, 2 May 13
89. Give versions of the software in use.
Include Diagnostic info where available.
Give step by step instructions to reproduce.
Include any code required.
Explain what you expected to happen.
Explain what actually happened.
Thursday, 2 May 13
90. Good support gets
you back to your
project as
quickly as possible
Thursday, 2 May 13