One thing that the Instagram acquisition proves is that if you get the user experience right, magic can happen when it comes time for an exit or an IPO.
Read Full Article about One Billion Dollars… Was Instagram Worth It?“I am sorry for making you miss your flight sir, but you really need to put your expectations into the upright position during the holiday season, as our services are in high demand. Here is $250 and a $15 dinner voucher to compensate you for the inconveniences that this has caused you.” This was the…
Read Full Article about Customer Experience Management: Learning from United’s MistakesThe last several weeks I have written a couple of blogs about how some of our portfolio companies have adopted some new processes to improve their customer service. These companies have goals of keeping the customers they already have and growing their top line revenues while improving profitability. Here are my previous posts: FY 2012…
Read Full Article about FY 2012 is Coming: How to Keep the Customers You HaveWhen facing a product or PR problem that could potentially be catastrophic for your business, there are a few things that you don’t do. At the most basic level, don’t pretend the problem doesn’t exist or ignore the customer having the problem. Sounds simple right? Surprisingly, a large number of firms have yet to learn…
Read Full Article about Can you Afford to Lose 15% of Your Customers? Why Ignoring Your Customers Could Spell Disaster.Who, among today’s leading software and technology companies, offers the same unique package of value, reliability and fantastic customer experience that Southwest does for its air travelers? In my frequent travels, I have increasingly come to appreciate Southwest Airlines’ many faceted superiority over its (mostly) ailing competitors. While Southwest is of course not the airline…
Read Full Article about Who is the Southwest of Technology Companies?I learned early on in my career that setting expectations properly and then over delivering is the quickest way to make customers happy. (By the way, it works with my wife too). So why is it that companies have such a tough time doing this, whether it’s in development, customer service or sales? Maybe it’s because…
Read Full Article about UPOD: The Quickest Way to Boost Customer SatisfactionI picked up this tweet this morning from Scott Kirsner… Then I came to the Seattle Airport for my flight back to the east coast. I checked in with the Jet Blue kiosk and realized how slow it seemed as well. I realized that what used to seem like an amazing experience is now slow…
Read Full Article about User Experience- If you are not improving fast, you are going to suck!Customer Service is a function that does not get enough attention from early expansion stage company managers. They tend to focus mostly on lead generation and sales, which is hugely important, as these are the shortest term vehicles for growth (customer renewal and growth is a smaller portion of the overall revenue stream for these…
Read Full Article about Great Customer Service Builds your Revenue and Brand: My Amazon ExperienceCustomers are the life stream of any company, so it is important to keep them happy. Without them even the best of companies will fall apart. With their backing and support, companies can grow and achieve unimaginable heights. Customer service is an evolving science that looks very different now than it did 5 years ago.…
Read Full Article about 5 Reasons Why Twitter Should Be Part of Your Customer Service StrategyYou are losing current customers; you are reaching out to prospects, but they seem uninterested in your product or service. You think something is wrong with your marketing strategy; or, maybe something is wrong with your sales process? Or maybe it is neither of the two? Or is it both? Here are a few common…
Read Full Article about Marketing Strategy: Five Ways to Lose Your ProspectsWe've built our team around the idea that we will provide meaningful value to each portfolio company.
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