customer service Tag



customer centricity
by Freddy Tran Nager, Founder of Atomic Tango + A Guy Who Loves His Customers (well, most of ’em)… Q: What consumer and market research guided the iPad development? Steve Jobs: “None. It isn’t the consumers’ job to know what they want.” – from the New York Times Customer centricity argues that companies should restructure their strategies and operations to put customers in the center. What’s wrong with that?Read More
Listening To Customers
by Freddy Tran Nager, Founder of Atomic Tango + Italian Cuisine Junkie; photo from the movie “The Big Night” (see below)… The way social media-philes talk, you’d think that businesses had been ignoring customers for thousands of years. The socmeds ascend their virtual mounts and issue pronouncements like “2010 will be the year of listening to the customers needs” and “customer service is the new marketing.” [Update 3/10/2019: I had to update that link to a more recent article, since the original disappeared. Nearly ten years later, I had noRead More
listening to customers
by Freddy Tran Nager, Founder of Atomic Tango + Frequent Customer… Last week I hit the Digital Media Summit in the coolly atmospheric Hollywood Roosevelt Hotel. There I heard speakers so intently spinning facts and sidestepping questions, I thought I was watching a Bush administration press conference… My favorite line came from a Hollywood agent who clearly graduated from the Donald Rumsfeld School of Verbal Contortion. One of his clients is Anhueser-Busch, and when asked why Bud’s Hindenburg-sized venture bud.tv failed, he responded, “Did they really fail or did theyRead More