Internally most of our communication runs via Slack, which we've been running for nearly 3 years now. For interactions with clients we use a number of tools ranging from the traditional phones and emails to live chat, social media channels and face to face meetings at events etc., But these days the number of communication channels we all use on a daily basis is growing … [Read more...] about Communication Channel Overload?
The General Data Protection Regulation (GDPR) comes into force in a couple of weeks and so companies around the world are swamping our inboxes with updates to their terms of service. While dealing with GDPR can be a "pain" at many levels, there are definitely some positive aspects to it. Under GDPR consumers get more control over their data and how companies get to handle … [Read more...] about Putting a Positive Spin on GDPR
For the last few years I've done an online Christmas greeting. This year with help from Stephen we took it to a new level. You can visit my slightly over the top and intentionally tacky Christmas greeting here at Michele.Christmas. Oddly enough one of the domain bloggers picked up on the usage and wrote about it! So Happy Christmas everyone! (You can also save … [Read more...] about Happy Christmas!
I previously spoke about transparency and dealing with customer complaints and issues when there are service issues. I noted that it can be tough and it's far from easy at times. However one thing that I didn't get into was "abuse", as it wasn't really that pertinent to the topic I was talking about. Unfortunately it is an issue, albeit one that only stems from a minuscule … [Read more...] about Unhappy With Our Service? Don’t Abuse My Staff!
One of the things we've always done as a company is try to maintain a degree of transparency with our clients regarding service issues. What does that mean? It means that whenever there is a scheduled maintenance window or something "blows up" that we try our best to communicate this to clients. Some people would love to see us email them or ring them personally any time … [Read more...] about Taking It On The Chin