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  • Monthly Archives: February 2007 Feed Subscription


    Is the customer always right?

    Lately, I’ve been reading a lot of customer service related posts (go figure) and have been intrigued by this debate. There are those who believe that every customer is valuable no matter what, and should be tirelessly catered to. There are those who are willing to lose customers that cause too much trouble. And there...
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    Word for the Day: Pulchritudinous

    http://events.nytimes.com/2007/02/28/dining/reviews/28rest.html?em&ex=1172811600&en=46732db62d899968&ei=5087%0A Frank Bruni, the NYTimes restaurant critic, gets mileage out of his SAT vocabulary. Thanks to the neato pop-up definition that appears when you highlight text in NYTimes articles, I now know this word means: “Characterized by or having great physical beauty and appeal.” Subscribe to the Social Studies blog for the tools to unleash...
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    Be opinionated, dammit

    Today’s New Rule for Customer Service is…be opinionated. In any relationship nothing breeds trust like “being real,” and this is never truer than when people aren’t expecting it, such as in the cruel world of commerce. This means that sometimes the best way to build a lasting customer relationship is to talk smack about your...
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    Continuous partial attention.

    http://www.heathergold.com/ Lane will be appearing on The Heather Gold Show during SXSW Interactive, talking about “continuous partial attention” for exactly as long as it takes him to drink one beer. Subscribe to the Social Studies blog for the tools to unleash the power of customer conversations. Leave Blank:Do Not Change:Your email:
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    You're invited.

    http://upcoming.org/event/152142/ Subscribe to the Social Studies blog for the tools to unleash the power of customer conversations. Leave Blank:Do Not Change:Your email:
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    Seduction after the sale

    http://headrush.typepad.com/creating_passionate_users/2007/02/too_many_compan.html Kathy Sierra reminds businesses that they should keep seducing customers after the sale. As she says: “If we want passionate users, we should take a lesson from successful marriages and keep the spark alive.” Subscribe to the Social Studies blog for the tools to unleash the power of customer conversations. Leave Blank:Do Not Change:Your...
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