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SETH'S BOOKS

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

ONLINE:

IN STORES:

free.prize.inside

Free Prize Inside

The practical sequel to Purple Cow

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IN STORES:

linchpin

Linchpin

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

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IN STORES:

meatball.sundae

Meatball Sundae

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

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IN STORES:

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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IN STORES:

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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IN STORES:

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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« Before you spend a lot of time and money on a logo | Main | Coincidences »

Thank you, Bob Cocksedge, for teaching all of us

I met the chief designer for Nokia at Ted. Marko is a great guy, but it was fascinating to watch the interactions he had with people. Every single person he met came up to him, pulled out a cellphone and began whining. Mostly, though, people didn't hate their phones. They hated their carrier.

I know. I hate T Mobile.

My annoyance at my carrier didn't decrease when I had to pay not once, but twice to buy a four day online pass to use the Net in my hotel. Sitting at the airport waiting to fly home, a few shekels left on my British phone card, I decided to take a whirl and called the hard-to-find customer service number for T Mobile, figuring I'd try to get a refund for the first $60 Net pass I purchased but that didn't work (Hah! I thought. Hah! I can hear you thinking).

Bob Cocksedge answered my call. On the third ring. He was intelligent, thoughtful, even kind. He apologized for taking a while, using their antiquated database. He never found the purchase, but he emailed me the contact info for his manager so I can submit the transaction number once I got my credit card info at home.

You've already guessed the lesson. It only took Bob a few minutes. It didn't cost T Mobile much of anything at all compared to leaving me on hold and then being rude to me. But for a tiny tiny fraction of the cost of one of those full page ads that they buy every day, T Mobile actually built their brand.

I've said it before--your call center is probably the single cheapest investment you can make in building your consumer or business to business brand among customers and motivated prospects.

Thanks, Bob, for reminding me.

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Listed below are links to weblogs that reference Thank you, Bob Cocksedge, for teaching all of us:

» Call centers from HMK's Spurious Thoughts
Seth Godin: "I've said it before--your call center is probably the single cheapest investment you can make in building your consumer or business to business brand among customers and motivated prospects."... [Read More]

» Customer Service, offshoring, Brand and T-Mobile from sweaty blog
Seth Godin talks about a good Customer Service experience with T-Mobile: Seth's Blog: Thank you, Bob Cocksedge, for teaching all of us. I have always believed that good customer service builds customer loyalty. The place I buy my tires from [Read More]

» We can't afford not to invest... from Deep Dark See
knowledgeable and responsive email support, and well placed telephone call backs? No. Thanks for the reminder, Seth: ...your call center is [Read More]

» Double Billed. It's a Wicked World that we Live In from noahkameyer.com
As I said in a previous post, I don't normally post e-mails I send to people, but this one is damn good, and longer than many, if not all, of my posts. Enjoy. --- I am a T-Mobile wi-fi user, [Read More]

» Please Cingular, let me buy some data services - Part 1 from Customer Experience Strategy
I’m the proud owner of a new phone from Nokia, a 6682, the upshot being it’s got a 1.2 megapixel camera, that when combined flickr’s super cool ‘post via email feature‘ I could really be getting into some hefty data trans... [Read More]

» Branding and Service – It’s a Zero Sum Game from David V. Lorenzo
Every interaction with a customer either [Read More]

» http://www.sean-johnson.com/archives/2005/07/seth_godin_quit.html from Living Intentionally - The Education of Sean Johnson
Seth Godin (quite possibly the most intelligent, forward-thinking person alive) has written a fantastic post on the importance of call centers. Offshoring is a trend that probably won't be reversed - there's simply too much momentum, too much to gain... [Read More]

» Call Centers from Newspapergrl
Im reading a lot about call centers and will write an article soon about VoIP. It really levels the field for small businesses. Call centers are the human voice of your company. Invest in a good phone system and treat your staff well because it ... [Read More]

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