by Josh Gordon | Dec 16, 2016 | Customer Service
It may not surprise you that I like to read. In fact, I have more desire to read than I have time to read. My reading list is long, and ever growing. I am fortunate to have a wonderful group of friends and colleagues who routinely recommend books to me. I actually...
by Josh Gordon | Dec 7, 2016 | Customer Service
How was your Black Friday shopping experience? Being the marketing nerd that I am, I can’t resist the urge to visit a few stores on Black Friday. The experience in each store varies widely, and often in interesting ways. You can learn a lot about a business, its...
by Josh Gordon | Sep 7, 2016 | Customer Service, Facebook
A software platform as powerful as Facebook serves multiple purposes in the world of communications. We all know the value it holds for people connecting with people, for people getting information, and for companies communicating to their audience. Facebook now has a...
by Josh Gordon | Aug 31, 2016 | Customer Service
Have you ever heard of something called “Parkinson’s Law?” If so, we are going to discuss how it relates to modern customer service. If you aren’t familiar with Parkinson’s Law, it helps us understand the interplay between the effort a task takes and the time a task...
by Josh Gordon | Apr 27, 2016 | Customer Experience, Customer Service
Earlier this year I wrote about the body language of your business. The premise is simple – everything about your business or organization communicates and sends a message. Those messages can be intentional or unintentional. That commentary focused mostly on your...
by Josh Gordon | Mar 30, 2016 | Customer Experience, Customer Service
I need office furniture. So, I called my office furniture person, who visited me twice for discussion and guidance. The visits, which included visuals, helped me out. Then… The estimate I received was a bit high, but it included none of the pictures I selected. So I...
by Josh Gordon | Mar 9, 2016 | Customer Service, Social Media
Throughout my career I’ve had to hire folks (in fact, I’m hiring three right now!). I have a few favorite, “go to” interview questions I like. My favorite question is met with one of two possible reactions. Reaction one is puzzlement. You know, when the person across...
