By Kyle McCabe | July 7, 2010

A while ago I wrote about the idea of being “transparent” or “authentic” in the social web. My theory is that full transparency is actually over-disclosure (and therefore undesirable), and authenticity just means don’t be fake (rather than meaning “show yourself without any sort of filter,” as the word might imply).

This theory applies to social business (use of social media for an organization) as well.

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Transparency in Business

No single person is obligated to tell anyone anything (outside the legal sphere), but good communication demands a certain level of honesty. …Read more »

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By Vincent Tyson | June 10, 2010

Toyota, apparently one of the most popular brands in America, and indeed one of the largest car makers in the world, seems to have a little PR problem. KOTA TV recently interviewed our CEO, Robert Sharp, asking him what his opinion on the whole debacle was. Robert has been quite open with all of us here about his view of the saga which has devastated the car maker’s finances, after having to recall millions of its cars and SUVs as well as its luxury brand Lexus which shares the parts bin with its bigger brother.

So what was Robert’s take? Well let’s start with honesty – it’s clear Toyota knew there was a problem early on, and with such a stronghold in the car market they should have reacted far sooner, leaving owners and potential customers in no doubt that their interests would be protected by this giant of manufacturing. Instead, it hesitated, confusing the media with mixed messages, many being perceived as dishonest, misleading and unprofessional. It seems that even those at the top of Toyota were not sure of how to react, and after several deaths, insurance industry investigations and lawsuit filings, they finally (kind of) admitted liability. …Read more »

By Vincent Tyson | June 8, 2010

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The last time I wrote a blog for RSA I discussed the joys and pitfalls of the customer service experience, and promised to return with an update on the window issue. Well I am pleased to say the glass was finally replaced and they did it on time! Wow – some good news.

Now I have another story that addresses customer service and its huge importance in today’s world.

Customer Service Failure

This customer service story involves Sears. The situation has angered me so much that I was forced to employ measures that I had never used before. …Read more »

By Tarah Heupel | May 20, 2010

Ericka Heiser speaks to 1000+

Yesterday a few of us had the opportunity to attend the first Day of Excellence in Rapid City. Hosted by Leadership Rapid City, the one-day conference focused on fostering personal and professional growth.

We showed up to the Rushmore Plaza Civic Center yesterday, coffee in hand, interested to see if the speakers would have anything to teach us (and praying they would be funny). More than 1,200 people had the same idea, and luckily, we weren’t disappointed. …Read more »

By Kyle McCabe | January 26, 2010

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In an economic drought, good customer service is digging for water. You have to work at it and be smart about it, but it doesn’t have to be difficult. Here are a few things you can do right now to improve your customer service.

1. Listen to your customers
Listen to their complaints. Listen to their problems and their solutions. Listen to their successes and failures, their goals and plans, hopes and dreams; their boring and crazy stories. But don’t just be passive. Ask your customers to talk!

These are the people you need, and who need you. They are the lifeblood of your business, and they are your community. Get to know them, build relationships. Build trust. It starts with listening. Share their excitement, but be quick to root out and squash the causes of their frustrations. …Read more »

By Kyle McCabe | January 14, 2010

Whenever I sit down to go through ideas for blog posts, I inevitably think of a few that sound great, only to realize hey, we already wrote that one. A lot of the things we wrote about last year are still relevant even now – maybe more so.

Looking back through our logs, it’s no surprise to find some content was more popular than others. After all, we’re still experimenting to find the sort of thing you, our readers, find most useful.

To make sure you didn’t miss any of the good ones from last year, here’s a short list of our most viewed posts from 2009.

Why Good Customer Service Is So Important

5 Reasons Not to Cut Your Marketing Budget in a Recession

Elements of Internet Marketing

Going Nuts? Don’t Cut your Marketing

Should You Put Video On Your Website?

Understanding Web Design

14 Practical Uses For Social Media

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Photo courtesy of kevinzim

By Vincent Tyson | July 8, 2009

Why are any of us in business? I think that’s a question more people should ask themselves. Sometimes, I don’t know why some businesses bother to go on.

Lately service, or rather a lack of it, has really got to me. I recently ordered some replacement glass for my new house from a local (nameless) company. One of the windows was cracked when I moved in. It was delivered after two weeks which is when the trouble started. Not only was the glass too big, but I also had to pay a Glazier for a window that wasn’t fitted.

The glass company happily took the window back, admitting that it had measured it wrong (good so far). They said that they’d let me know when the new glass was ready. Fast forward six weeks; one more incorrectly measured pane of glass, and I am now fuming. For some time they weren’t even answering my calls; even the shop was closed when I went to visit. Eventually after several phone calls – and a call to the owner’s personal residence – I have a new piece of glass that is supposed to be going in this weekend (I’ll keep you posted). What really annoyed me was the lack of contact and severe delays with no explanation or apology. Rest assured I won’t be going back!

If I contrast this with another story of poor service, it illustrates how things can start out bad, but turn out for the best… …Read more »