JP Rule #1: Do or do not. There is no try.
Posted on May 5, 2011
In honor of May 4, a sacred day among Star Wars fans (because George Lucas released all of the Star War movies on May 4th), I’m blogging about my Rule […]Tag: Customer Service
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An Example of a Really Great Event Registration Email Confirmation
In honor of May 4, a sacred day among Star Wars fans (because George Lucas released all of the Star War movies on May 4th), I’m blogging about my Rule […]
JP Rule #3: Never Let Your Client Make a Mistake
Posted on April 21, 2011
The Matrix Group running team wanted t-shirts for a couple of races this Spring and Summer. We ordered black running shirt with our logo printed using a sublimation process, meaning […]
Virgin America Has Made it Fun to Fly Again
Posted on April 1, 2010
Whenever Matrix Group flies Creative Director Alex Pineda to the DC area (from San Francisco, where he is based), he asks to fly Virgin America. Alex says the Virgin flying […]
Companies Beware! Unhappy Customers are Turning to Social Media
Posted on March 5, 2010
Last week, I blogged about how a social media site like YouTube represent the future of advertising. But social media can also represent the anti-advertisement: bad reviews from unhappy customers […]
Is it Easy to Do Business With Your Company?
Posted on February 3, 2010
I was arranging lunch with a vendor and suggested Kora, the hip, new Italian restaurant in Crystal City. I wanted to e-mail my contact Kora’s address, phone number and a […]
Dear Doctor, Don’t You Know Me By Now?
Posted on January 21, 2010
I went for my annual physical yesterday. I love the practice I go to, but I hate feeling like I’m a nameless, faceless patient, even though I’ve been a patient […]
The Amazon Effect: What Amazon Has Done to the E-Tailing Experience
Posted on December 2, 2009
Like the rest of America, I went shopping on Black Friday. However, I didn’t get up at 3am and I didn’t brave the crowds. I did my shopping online, largely […]
Did You Forget Your Order? — My Favorite Customer Service E-Mails
Posted on October 27, 2009
Last Sunday, I logged onto Snapfish.com and started creating a customized calendar using mostly photos of my son (who else should be featured on my homemade calendar?). I ran out […]
Does Your Staff Know What Your Company Does?
Posted on July 30, 2009
A couple of weeks ago, I called Harris Teeter to order a Thomas the Tank Engine birthday cake for my soon-to-be 5 year old son. The conversation went something like […]
Sometimes We Just Need to Ask Our Customers What They Want
Posted on May 14, 2009
All day long, I sit in meetings where my staff, clients and I try to intuit what customers and members want. We look at usage reports, search logs, customer feedback […]