10 Things a Great Website Designer Does

Greg BrailsfordCustomer Service, Website Design

Website Design RI

Like general contractors and other professions that do not require professional certification, the world of website design has its share of bad actors and well-intentioned but inexperienced “professionals”. But how do you tell a real-deal website designer from a pretender, and what is the impact on your business? Here are 10 things to look for before you hire a website … Read More

How a Great Website Can Improve Customer Service

Greg BrailsfordCustomer Service, Website Design

Great Website Improves Customer Service

Websites serve many functions. Essentially, the role of a website is to provide information. How much and the kinds of information your website can provide is entirely up to you. Nearly anything is possible, and the functionality of your site can have a dramatic impact on customer service. Ever tracked a package with UPS? The process you followed was simple: … Read More

How to Conduct an Online Survey the Right Way

Greg BrailsfordCustomer Service, MarketingLeave a Comment

Conduct an Online Survey

In the past week, I received two invitations to participate in online surveys. One was from Capital One, regarding credit card account benefits. The other was from Trip Advisor regarding opinions of travel. Both surveys had catastrophic flaws, but both companies made it impossible to notify them of such. Why? Both sent the online survey from either a no-reply email … Read More

How Hyatt’s Andaz Hotel Did it Right

Greg BrailsfordCustomer ServiceLeave a Comment

Great Customer Service Andaz

Last Friday night when I learned of the Metro-North train derailment and subsequent suspension of Amtrak service, I got nervous. The following morning I was scheduled to travel to New York City on Amtrak for a one-night getaway. That was not happening anymore. The option to drive the 3.5 hours was there, but with the threat of an extra 30,000 … Read More

Which Companies Have Your Back?

Greg BrailsfordCustomer Service, MarketingLeave a Comment

Corporate Privacy Protections

Earlier this month, the Electronic Frontier Foundation released its annual Data Privacy report which highlights how major communications companies guard your privacy (or violate it). While the list has some surprises, a lot of it is about what you’d expect: companies that understand how important their customers are fared best, while those who treat customers like a number fared worst. … Read More