Mar 18, 2014
My colleague (client, mentor, long-time friend) Al Hahn and I are partnering for our third workshop. We’ll be deep-diving into social media, including the implications of the survey of ASP (Association of Support Professionals) we recently completed members, and giving examples of what works, what doesn’t and what has—in some cases—just downright flopped. Among other topics, we’ll be discussing SLAs for social media (14% of respondents in the ASP survey have published SLAs for social media.)
Feb 19, 2014
(My favorite power boots, more about them in a sec.) Recently, I met with Focus creative agency to talk about my blind spots. (Yes, we all have them, even experienced consultants who’ve been groking and rolling for years. The most difficult client is always ourselves…just like doctors can be the worst patients…and don’t take their own advice…)
They asked what I do for clients. “Marketing Troubleshooter” is interesting, but what do I really DO? After much huhhhing and ummming, (and staring
Feb 10, 2014
Regardless of the type of support, product, service, or industry…B2B, B2C, whatever…
1. “I can’t do that. You’ll have to go to our web site.” In response to—for example—a request to change an email account for paperless billing since you can’t get into the web site. Or, the web site keeps crashing, so you can’t make that “easy” online payment.
2. “I’ll transfer you to someone who’ll take care of that for you! Have a nice day!” And then the system hangs up…or you’re transferred to yet
Feb 03, 2014
Last week, a colleague and fellow member of what we call “The No BS Club” asked me, “How much of ‘marketing’ do you really think works?” We were talking about what I call “color marketing”—brochures, commercials, ads…cute little moppets…dogs and ponies…the “fun” stuff.
It was the end of a long and trying week, so I was in full “no bs” mode. My answer: “Not much.” For example, much of advertising is—ahem—corporate ego reinforcement. That, or some combination of marketer naivete, CEO
Jan 20, 2014
“Google, which dominates much of life on the Internet, has been trying to expand beyond computers and telephones to living rooms, cars and bodies. It made its way a bit further into people’s homes on Monday when it agreed to pay $3.2 billion in cash for Nest Labs, which makes Internet-connected devices like thermostats and smoke alarms.”
Well, so far, so good. (So what?) Google remains a bunch of scary smart Type As in search of a
Jan 14, 2014
“You never know when you might need an old idea.” - Ian McEwan, at Edge, in attacking this year’s question, “What scientific idea is ready for retirement?“post at edge.org.
He’s talking about Aristotle, who was actually wrong about a lot of things…but “his invention of zoology alone was priceless. Would you cast him aside?”
I love a good “intellectual bar fight” as the NYT described Edge (Over the Side With Old Tenets)...and I also love old ideas. Here are three old ideas that should never
Jan 06, 2014
I sometimes shock people when I tell ‘em I don’t text. However…
I hear some variation of the following lament with increasing frequency.
“I hate it when people text/chat/video/photo during _____ (dinner, movie, conversations, concerts, grocery shopping, etc.)”
And yet…we all struggle with maintaining a balance—using technology as a tool, not a time-sucking, costly addiction. I love technology…have worked in “high tech” off and on for decades. At one point, as a product manager/director
Contact Mary Schmidt Today!
- Social Media for Service & Support Workshop—Friday, May 16, Chicago
- Tough Love for Entrepreneurs—Three Tips
- Three Things A Customer Service Rep Should Never Say
- A Reality Check: Super Bowl Ads
- Here’s a Wild Idea: Make Products, Not Ads.
- You Never Know When You May Need an Old Idea. Here are Three.
- “Mama Don’t Text.”
- Brain Food
- Do Good. Do Well.
- Start-Up Sanity Checks
- Marketing Troubleshooting
- Pet Peeves
- Social Media Reality Checks
- Web Bytes