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Worst Customer Service Mistakes

by Robyn Tippins on April 28, 2012

Worst Customer Service View more presentations from duzins.

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Creating Excellent Customer Service

by Robyn Tippins on November 14, 2011

I’m giving this talk on Wednesday to a group of customer service pros at NACCM.  I write out all my speeches completely, as I’m just terrible at off-the-cuff speaking.  I mean, I can do it, but I just can not stay on task unless I write it all out.  Scroll past the embedded slide deck [...]

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Social Media and Marketing Disconnect

by Robyn Tippins on October 11, 2011

3 hours after RIM’s customer service catastrophe, their social media team, completely unaware, was blithely wishing folks a Happy Monday. RIM is barely hanging on against Android and iPhone, and here their team is caught completely off-guard in a customer service/marketing disconnect that had them trending on Twitter #Blackberry. This is why you have to: [...]

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Daily Reflections – Community Manager Success Habits

by Robyn Tippins on August 2, 2011

Each day community managers are bogged down in details. How are our Facebook numbers? Is Digg ever going to be a traffic deliverer again? What’s our Google Plus strategy? Ay Ay Ay Details are important, but it’s all too easy to spend hours of your day on minutiae (stats, FAQs, etc) and forget to work [...]

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Netflix is Down – Learn from Their Incorrect Response

by Robyn Tippins on July 17, 2011

UPDATE:  The streaming service appears to be back up here in California at 9:30pm PST. UPDATE:  Here’s the API outtage report for Netflix: UPDATE:  Looks like a few people have gotten through on Huffington Post: I talked to Netflix via phone they said this is their largest outage ever and that they are close to [...]

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Online Marketing Goals

by Robyn Tippins on March 3, 2010

Know what you want… Seems simple right? In my experience, dealing with hundreds of clients over the last 12 years, very few can actually quantify what they want. Some tell me they want marketing help (far too vague), but when I ask about success metrics, they almost invariably cite traffic as their primary success measure. [...]

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CapitalOne’s Stupidity Has Impacted My Credit!=Process Broken

by Robyn Tippins on August 28, 2008

UPDATE: Wow! Look at their GetSatisfaction page. If you like customer service horror stories, then you’ll love this one. The Story In February of this year, our heroine, yours truly, called CapitalOne to pay off one of her 3 credit cards with this company and to change her address and phone as she had recently [...]

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Buxr.com’s Public Release Is Coming Up

by Robyn Tippins on December 2, 2007

Yan was nice enough to let me play around with Buxr a week or so ago and while I’ve only skimmed the surface, it warrants your attention. I’m not supposed to leak screen shots or anything, but if you do a little research you can see that some people have been a little more open [...]

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An SEO Christmas Present – Giveaway

by Robyn Tippins on November 28, 2007

Update: Contest is open to all. This contest is not US only. Yay! A few months ago I decided that I wanted to do something special this Christmas for my readers and for some kids. While I’ve still been pondering what to do, I got a cool email from a friend over at one of [...]

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Kindle Looks Cool, No Really I Mean It

by Robyn Tippins on November 19, 2007

OK, first thoughts on Kindle. 1. How long before this gets ‘upgraded’ and you piss off the early adopters? (a little Zune frustration is coming out here) 2. $400 is high. How come this doesn’t come with a few public domain books on there for fun? 3. Battery life looks awesome, as does weight. Think [...]

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