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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

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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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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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« RSS breakthrough | Main | What are you afraid of? »

Please hold

I don't get it.

It's the holiday season. Ho Ho Ho. Spend spend spend.

Companies spend a fortune to get you to call. Call 800 CLUB MED to book a room. Call 1-800-WWW-DELL to buy a computer. And it's not just consumer marketing. They want you to call to buy insurance, business travel, hotel rooms and a new energy-efficient roof for your warehouse.

And then, when you call... hold.

Can you imagine visiting Dell's web site and waiting more than two seconds for it to load? Well, it takes more than half an hour to reach a salesperson at certain times if you call Dell. 1,800 seconds. Or call Club Med without a touchtone keyboard and the system hangs up on you...

Obviously, there's a load balancing issue. In order to have enough well-trained operators to answer every call Saturday at 2 pm, they'd have thousands of underemployed people later on.

But instead of punishing the customer, why not reward them?

"Hi, you've reached us when we're too busy. Quick, write down this code: 123x23. Now, give us your phone number. When we call back (within an hour, we promise), give us the code and we'll pay you $20 on the spot for the hassle in getting this order processed."

The problem is that people who build call centers try to lower costs instead of increase revenues. They view what they do as a commodity, not a strategic tool to dramatically increase customer joy.

Marketers have worked hard to jam a huge amount of buying into a real short window of time. Alas, there's a big cost to that.

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Listed below are links to weblogs that reference Please hold:

» Your call really is important to us. from larry borsato
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» Be Nice from Ayende @ Blog
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» Incentive for waiting on hold, smart! from Things That ... Make You Go Hmm
Seth Godin, author and frequently quoted in the blogosphere, has a good suggestion when it comes to putting new prospective customers on hold: Hi, youve reached us when were too busy. Quick, write down this code: 12323. Now,... [Read More]

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Today's post touches on a new idea by Seth Godin, and three posts by Tom Peters who discusses the environment in which you sell to your customer, the elemental customer service philosophy, and updates his "In Search of Excellence" criteria... [Read More]

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Actually I think the problem is that call centers optimizes around transactions rather than relations... [Read More]

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« RSS breakthrough | Main | What are you afraid of? »