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Seth Godin has written 12 bestsellers that have been translated into 33 languages

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all.marketers.tell.stories

All Marketers Tell Stories

Seth's most important book about the art of marketing

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IN STORES:

free.prize.inside

Free Prize Inside

The practical sequel to Purple Cow

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linchpin

Linchpin

An instant bestseller, the book that brings all of Seth's ideas together.

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meatball.sundae

Meatball Sundae

Why the internet works (and doesn't) for your business. And vice versa.

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permission.marketing

Permission Marketing

The classic Named "Best Business Book" by Fortune.

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poke.the.box

Poke The Box

The latest book, Poke The Box is a call to action about the initiative you're taking - in your job or in your life, and Seth once again breaks the traditional publishing model by releasing it through The Domino Project.

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purple.cow

Purple Cow

The worldwide bestseller. Essential reading about remarkable products and services.

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small.is.the.new.big

Small is the New Big

A long book filled with short pieces from Fast Company and the blog. Guaranteed to make you think.

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survival.is.not.enough

Survival is Not Enough

Seth's worst seller and personal favorite. Change. How it works (and doesn't).

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the.big.moo

The Big Moo

All for charity. Includes original work from Malcolm Gladwell, Tom Peters and Promise Phelon.

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the.big.red.fez

The Big Red Fez

Top 5 Amazon ebestseller for a year. All about web sites that work.

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the.dip

The Dip

A short book about quitting and being the best in the world. It's about life, not just marketing.

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the.icarus.deception

The Icarus Deception

Seth's most personal book, a look at the end of the industrial economy and what happens next.

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tribes

Tribes

"Book of the year," a perennial bestseller about leading, connecting and creating movements.

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unleashing.the.ideavirus

Unleashing the Ideavirus

More than 3,000,000 copies downloaded, perhaps the most important book to read about creating ideas that spread.

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v.is.for.vulnerable

V Is For Vulnerable

A short, illustrated, kids-like book that takes the last chapter of Icarus and turns it into something worth sharing.

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we.are.all.weird

We Are All Weird

The end of mass and how you can succeed by delighting a niche.

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whatcha.gonna.do.with.that.duck

Whatcha Gonna Do With That Duck?

The sequel to Small is the New Big. More than 600 pages of the best of Seth's blog.

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THE DIP BLOG by Seth Godin




All Marketers Are Liars Blog




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« Are the cameras on? | Main | More on woot »

A modest customer service proposal

So, the trend is pretty clear: move your customer support operations offshore to cut costs. After all, customer service is a cost, not a profit center, and if you can cut those costs, you win.

I can do that one better.

Just spent the last few days on the phone with HP, Creative and Maytag. Infuriating. Difficult. Time-consuming. In two cases, I "won" the discussion, but of course, both of us lost. In the other, they won, I gave up and don't expect to return any time soon.

Here's the plan:

Someone starts a service designed to cut customer service costs close to zero. The way it works: a computerized operation, totally turnkey, located on some desolate island with very low wages and very little English. Any firm with a customer service 'problem' can hire them--they can handle dozens of clients at once. The extremely polite operators answer with the name of the firm and use a database to keep track of all the information they receive. They keep people on hold for as long as possible (but not a moment longer) and then transfer them to someone else.

The goal is make the customer feel as though the operators are doing their best, but of course, to never actually DO anything. Keep track of the conversations and the record numbers. Keep transferring people. Promise to call back, never do. Sooner or later, the customer gives up and walks away. (If the firm does their job right, the customer blames himself, at least a little bit, for not being more patient.)

End result? Not only are operator costs saved, but you don't even have to fix any products!

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Listed below are links to weblogs that reference A modest customer service proposal:

» A modest customer service proposal from 박현우 1.5
seth가 HP의 고객 서비스에 대한 소비자로서의 불만을 발단으로 포스팅을 했다.   마지막 말이 인상적이다. End re [Read More]

» Customer Service from Hoov.Net
While doing research on a potential career, I came a crossed a website that really caught my interest. The author Seth Godin has a blog site with lots of really great materials - from marketing to business and personal development.... [Read More]

» Customer Service Island from It's the customer, stupid
Seth has a proposal to start a new business to help companies cut their customer serivce costs to zero, great idea! This is how it feels most of the time I call about a problem I am having with a [Read More]

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