by Laura Creekmore | Aug 29, 2011 | Content strategy, Customer service, Strategy, User experience, Writing
Just ran across a conversation about FAQs in the Google Group for content strategy. [If you’re interested in CS, you need to join this group! Lots of great ideas.] This conversation popped up at a great time for me — I’ve been pondering FAQs for a...
by Laura Creekmore | Mar 14, 2011 | Books, Customer service
I will tell you straight out that I have a fan-girl crush on Gary Vaynerchuk. I find his enthusiasm infectious, and I agree with his perspective on a lot of things. Particularly on the value of hard work and on how you treat customers. I don’t know where you...
by Laura Creekmore | Jan 13, 2011 | Customer service, Social media, Strategy
Authenticity matters a lot these days. I think it matters a lot more online than it did even 10 years ago. In a world where celebrities can get their Twitter accounts verified, people are willing to pay more for the real thing. It’s so easy to spoof — to...
by Laura Creekmore | Jan 4, 2011 | Customer service, Social media
What a great list of things to stop doing and thinking from Chris Koch. Here’s my favorite, though there are several good points here. In 2011, we need to stop believing things like: Filtered conversation reduces risk. The ultimate risk in business is that your...
by Laura Creekmore | Jul 15, 2010 | Customer service
Yeah, you. Corporate America. [Maybe corporate everywhere…but my recent experiences are homegrown, so no blame-passing today.] Your amazingly successful efforts in data collection, standardization, segmentation and automation have removed the human element from...
by Laura Creekmore | Jun 25, 2010 | Customer service
I’ve been light around here this week, primarily because my dad had to have his prostate removed yesterday. The surgery went well, and the surgeon expects my dad to get a cancer-free report from the lab results next week — here’s hoping! At Creekmore...
