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Author Archive | Tim Sanchez

12 Reasons Bad Customer Service Isn’t Your Fault

Blog post by on December 8, 2011

Even the best of us are capable of providing bad service at times. These excuses have rattled around in my head more one than once. What about you? It isn’t part of your job description. You’re overworked …

The Passion Derivative

Blog post by on August 22, 2011

I’m willing to bet you aren’t designing the next big thing. Your company probably isn’t being raved about in the news. You might not even care about the product your company sells. How does that affect your …

Sharing is Good Business

Blog post by on August 8, 2011

Mark Hurst wrote a great post the other day about persuasion. Read it here and then come back. We’ve had a lot of success at ABIS by sharing the product development effort with our customers. We’re good …

Confused about Customer Experience

Blog post by on July 25, 2011

Earlier this month, Zendesk released an infographic along with a post titled, “Customer Experience is More Important than Advertising.” Since when is advertising not a part of customer experience? It seems the Zendesk article was swapping out …

Focus, Focus, Focus

Blog post by on June 13, 2011

I often refer back to Steven Covey’s Time Management Matrix when prioritizing my schedule. It helps me focus on the most important tasks, rather than what’s simply urgent (which is everything these days). Chris Brogan had a …

Winning with Social CRM in B2B

Blog post by on March 22, 2011

Much has been made of social media’s ability to directly connect businesses and their customers. I’m in the middle of Gary Vaynerchuk’s Thank You Economy (affiliate link), and it has me thinking more about social media’s impact …

How To Make Millions Using Twitter

Blog post by on February 25, 2011

No, this post isn’t about making money on Twitter. If you’re into that kind of thing, then I’m sorry, you’re in the wrong place. My bad. What’s interesting to me (and hopefully you) is why headlines like this work. If …

Customer Complaints, A Company’s Favorite Gift

Blog post by on January 20, 2011

Why don’t you complain more? You really should. Good companies love hearing useful complaints from their customers. On peak days, Mindshare Technologies gathers over 90,000 customer feedback surveys from your favorite retail stores and restaurants. Each of …

Nordstrom Nails Service Recovery

Blog post by on January 10, 2011

It’s no secret that Nordstrom is known for remarkable customer service. That’s why I was so surprised to find such a poor user experience while using their live chat support last week. I wrote a quick post …