customer service Archives - Wakeman Consulting Group

Big Ideas In “The Empathy Economy” #6: Outstanding Service Is Often Simple

I had a recent vacation that went off the rails that I’ll write about in more detail later because it is very illustrative of what not to do in “The Empathy Economy.” But today I want to drop a quick note into here to talk about how outstanding service is often pretty simple. In […]

Big Ideas In “The Empathy Economy” #4: Customer Service Is The Toughest Form Of Marketing

I ordered a new pair of Warby Parker sunglasses yesterday and in less than 24 hours they shipped. This reminded me that customer service is often the best form of marketing and it is also likely the most difficult. In the Empathy Economy, customer service is more difficult and it is more necessary. Let’s […]

February 21, 2018
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A friend of mine, Peter Shankman, wrote a book a few years back called, Nice Companies Finish First. The premise of Peter’s book is that in today’s economy, most companies suck at customer service and that you have to be just slightly better than crap to win. The idea of improved service floated around in […]

December 11, 2017
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My friend, and first customer, when I left Americana Tickets to start my own venture back in 2006, Peter Shankman, says that he hates “prediction” posts because its often someone that has no real perspective or expertise from which to make the predictions and are often just focused on outlandish things to get clicks. […]

December 6, 2017
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This post originally appeared on LinkedIn. I came across an article on CNBC this morning about teams using “dynamic pricing” to help bring fans back into the stadiums. The idea behind dynamic pricing is awesome. It is the idea that a ticket isn’t some static thing and that some games or events have more perceived […]

November 15, 2017
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I spent last night at The Anthem in DC, watching Mavis Staples and Bob Dylan. Which is pretty extraordinary, Bob Dylan is 76 years old and still goes out and rocks and doesn’t let up for about 2 hours. If you haven’t been to the venue yet, both shows I have been to have […]

October 24, 2017
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The key question that we should always ask ourselves when undergoing a marketing analysis or a strategy session is pretty simple: “Do we know who our customer is?” In most cases, the answer is “no.” There are often numerous reasons for this, least among them: The business has been taking the wrong stance when trying […]

customer service

Big Ideas In “The Empathy Economy” #6: Outstanding Service Is Often Simple

Big Ideas In “The Empathy Economy” #4: Customer Service Is The Toughest Form Of Marketing

Big Ideas In The Empathy Economy #2: Service Reigns!

The Challenges and Opportunities I See Facing The Secondary Ticket Market In 2018

Empty Seats Aren’t All About Price!

What A Night At The Anthem In DC Taught Me About Extraordinary

You can have price or quality? Which do you prefer?

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