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You are here: Home / Archives for customer service

By Phil Morettini 1 Comment

Pricing Fences, Promotions & 8 Deadly Sins of Customer Care

I recently got of the phone with AT&T “customer care”. It was an unusually frustrating experience, even by the standard of dealing with a multi-billion dollar corporation which has roots as a regulated utility. I had been transferred among 6 different departments over the period of a couple of days. As I write this, I’ve […]

Filed Under: B2C, Corporate Strategy, General Management, Operations Tagged With: B2B, call center, consultant, consulting, consumer software, Corporate Culture, customer care, customer service, customer support, high tech, management, marketing, Phil Morettini, PJM Consulting, SaaS, software, strategy, tech, technology

By Phil Morettini Leave a Comment

The Return of Customer Service?

Bad Customer Service is one of my hot buttons and what I feel is an undervalued area for many consumer and B2B tech company CEOs. As a result it’s not considered a “core” area of the business and receives far too little attention from senior management. I’ve said in the past that not only is […]

Filed Under: B2C, Corporate Strategy, General Management, Operations Tagged With: B2B, CEO, consultant, consulting, consumer software, customer service, customer support, high tech, marketing, Phil Morettini, PJM Consulting, software

By Phil Morettini 7 Comments

A Case Study in Bad Customer Service

In my opinion, the quality of a company’s customer service is BY FAR the most important ingredient of the numerous factors that go into a company brand reputation. Unfortunately, there are too many companies–even of the large, successful variety–that just don’t get it. I wrote previously about “The End of Customer Service“. Driven by cost […]

Filed Under: Corporate Strategy, Operations, Product Marketing/Management, Uncategorized Tagged With: consulting, consumer software, contract, customer centric, customer service, directv, manufacturer, marketing, Phil Morettini, PJM Consulting, policy, value

By Phil Morettini 6 Comments

Trade Shows for Software & Technology Firms – Do They Still Make Sense?

Let’s talk about what for a lot of folks is a marketing method from a bygone era: The Trade show, or Trade Fair as they’re referred to in most places outside of the US. At one point in time, Trade Shows were a staple in most every tech company’s marketing budget–shows like Comdex, PC Expo, […]

Filed Under: Distribution Channels, Marcom, Product Marketing/Management, Promotion Tagged With: best practices, channel, channel development, channel program, consultant, contrarian, customer service, distributor, fair, fare, field, international, market introduction, marketing, mix, new market, new product, Phil Morettini, PJM Consulting, press, press tour, product introduction, product introductoin, Promotion, ROI, show, software, trade, trade fair, trade show, tradefair, tradeshow

By Phil Morettini 2 Comments

The End of Customer Service

No one answers the telephone anymore. What does this signal about the importance of customer service? At least, technology companies in the US surely don’t answer the phone. With big companies, you are either presented with an endless phone tree–“press 1 for a company directory”–or the newest innovation in communications technology: the cheerful “automated voice […]

Filed Under: Business Models, Corporate Strategy, General Management, Operations, Retail, sales, Startup/Early Stage Tagged With: American Express, automated attendant, bad customer service, call center, consultant, consumer, customer service, customer support, good customer service, hardware, high tech, importance of customer service, IVR, outsourcing, phone tree, PJM Consulting, senior management, software, strategic advantage, tech, tech support, technology

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PJM Consulting
San Diego, CA 92130
(858)792-1062

Founded 2001
Management Consulting & Interim Executives for Software and Hardware Companies

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