It's 5pm in New York City. The weather is cold and miserable, and all over town thousands of people charge out of office buildings hoping to get home. Nobody can find a cab, despite the fact that rush hour fares tack on an extra $1.50: 50 cents for the state capital in Albany and a full dollar a ride for the cab owner and the driver.

Recently, we finally got a cab to stop during the 5pm rush and asked the driver why it's so damned hard to find a cab that isn't "off-duty" at this busy time.

Continue reading "The "Regulatory" Problem" »

Posted by Martha Rogers | Permalink | Comments ()

A few weeks ago one of my Twitter followers sent me an email by contacting my company's Web site, www.1to1.com. It was a message I had not expected, from someone I didn't know at all, but it prompted me to engage in a kind of experiment in Twitterquette. Basically, the sender said he had decided to stop following me. Even though he often retweeted me and frequently named me as someone to follow on Follow Fridays, I had never once acknowledged him with a thank you, a shout-out, or so much as a how-do-you-do, and so he had concluded I was just using Twitter as a loudspeaker and not trying to engage people in any kind of dialogue.

Continue reading "Thanks for the RT! Gratitude for Twittertude" »

Posted by Don Peppers | Permalink | Comments ()

It's important for companies to build relationships with customers. Not just relationships, but trusted relationships. Because if a customer doesn't trust that your organization is doing what is in their best interests, they're not going to remain a customer for very long.

Continue reading "Customer Strategist Orkun Oguz: Building Customer Trust from the Ground Up" »

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