Month: April 2010
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Who does your incentive program benefit and is it clear?
Some of you know I have a bit of a Starbucks addiction. (I’m even the mayor of several Starbucks on Foursquare). I was never a fan of paying to join member rewards programs, but last year I talked myself into buying the Starbucks Gold card. By swiping the card at the register with each purchase,…
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Facebook, enforcing like-ability, inspiring confusion?
I logged onto the Facebook Page I manage earlier today to find this message. That message made sense to me, but I made the mistake of clicking “Learn more“. It put me on a 7 section, 30 question FAQ. I went for the “Liking” a Page section, hoping I was in the right place. Why…
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Make your chats natural
I had an experience with Comcast‘s chat support a few evenings ago that I still keep mulling over. I’m not certain how much of it was scripted vs. improvised, but it felt somewhat awkward. As someone who spends time writing scripts for others to use when interacting with customers on the phone and via chat,…