I shop online a lot. In fact, before I wrote this article, I spent a good hour browsing around some of my favorite online shops. It’s research! Although I seem to have no trouble spending more than enough money on these sites, I started thinking about what my ideal online shopping experience would look like. [...]

I’m guessing that many readers of this blog had never heard of Trinicom before. So here’s a small introduction… we are based in a castle somewhere in The Netherlands.   I am sure you know our capital Amsterdam (KANA CMO, James Norwood has written a nice blog about the city) and maybe some stories about wooden shoes, cheese, tulips or windmills. I have to disappoint you; [...]

Readers of this blog will be aware that KANA completed the acquisition of Netherlands-based Trinicom recently. We made this news public last week in Utrecht, Holland, to coincide with Trinicom’s largest trade show of the year, and I was very fortunate to be invited along as the KANA spokesperson to assist with the event, chat [...]

I recently struck up a conversation with some folks in the restaurant business. As we talked about the various aspects of running a restaurant, from the long hours to the impossible-to-satisfy patrons, the owner mentioned that one of the most important things he had learned from his years in the business was about the front [...]

Drugs? I bet that’s the first thing that came to mind when you read this blog post’s title. Funny that, or perhaps not so funny if you are the City of Amsterdam, which has so much more to offer than ‘coffee shops’. Unfortunately, for many people, particularly (if you excuse the generalization) the young, Amsterdam [...]

How do I shop, let’s say, for a new digital SLR camera? I go to the internet and search for cameras, read the reviews, do product comparisons and shortlist the brands and models that meet my need (want?). Then I search for the best price. Next maybe I’ll go to a retail store like Best [...]

Back in the day, I did a little studying with Gary Becker at the University of Chicago, winner of the Nobel Prize for applying micro-economic theory to criminal behavior. My use of the phrase ‘a little studying’ is precise, because my main lesson learned from this brilliant man was that ultimately economics is advanced math, and [...]

For the past five years, during the first weekend in August, I have participated in a fund raiser (the Pan Mass Challenge) where approximately 5,000 cyclists pedal a 192 miles over two days and raise $34M for cancer research. As a resident of New England, USA, August is the perfect time for long bike rides [...]

When you read the survey that says 71% of customer complaints sent via Twitter meet with no response, you realize that for many companies, having a Twitter account is more about lip service then any actual service. Of course, ‘no response’ doesn’t have to equate with ‘no reaction’ but with half of the surveyed group expecting [...]

Saw Jerry Seinfeld live in beautiful downtown Fresno recently. In classic form, he did a five minute riff on the idea that, nowadays, life experiences are either Great or they Suck, and there is a mighty thin line separating the one from the other. This is primo wisdom for Customer Service Managers. Your customers have [...]