Posts Tagged ‘customer service’

Great Customer Service Is Not Dead And Should Be Recognized

Thursday, January 8th, 2009

I expect to receive great customer service from the people I do business with, and I do my best to provide the best possible customer service to my own customers.  However, we live on planet Earth, where it seems that people don’t really care about, or know how to provide, great customer service any more.  That means that I am often left disappointed about the customer service I receive.

In Raving Fans: A Revolutionary Approach To Customer Service (click here to buy), the authors point out that we are so desensitized to bad customer service, that even when someone does something very average, it really lights us up.

Today I can say that I am a raving fan of BSW (www.BSWUSA.com).  BSW is an pro audio equipment distribution company, which services the broadcasting and podcasting industries.

As many of you know,  I had to replace most of our studio equipment over the last month due to a break-in and burglary that we went through shortly before the holidays.  I ordered a lot of equipment from BSW, and when I had a problem with some of the equipment, Karen Mayes in  BSW’s Customer Service Department took very good care of me.  She handled my return with professionalism and speed.  I have been a BSW customer for several years now, and I highly recommend them.

I told you my great customer service story, what is yours?  Who are you a raving fan of?

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Tony Hsieh Zappos CEO

Wednesday, May 7th, 2008

In This Podcast Episode

Rob McNealy interviews Zappos CEO Tony Hsieh about the online shoe, clothing and accessories retailer Zappos.com and about their outlook on customer service.

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Tony Hsieh’s Bio

Tony HsiehTony Hsieh originally got involved with Zappos as an adviser and investor in 1999, about 2 months after the company was founded. Over time, Tony ended up spending more and more time with the company because it was both the most fun and the most promising out of all the companies that he was involved with. He eventually joined Zappos full time in 2000. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to $840M in 2007 by focusing relentlessly on customer service.

Tony focuses on continuing to grow the business at a rapid pace while maintaining the culture and feel of a small company. Prior to joining Zappos, Tony co-founded Venture Frogs with Alfred Lin. Venture Frogs is an incubator and investment firm that invested in Internet startups, including Ask Jeeves, Tellme Networks, and of course, Zappos.com. Prior to Venture Frogs, Tony co-founded LinkExchange, an advertising network that was successfully sold to Microsoft for $265M in 1998.

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Posted in Guests, Networking, Podcasts | 1 Comment »