best regards

I think that Twitter will become a more important aspect of customer service in the next few years because it can quickly ruin a company’s name and reputation.

I was never a big “social media” person myself but I’m beginning to see the light.

I’m most impressed by companies who openly tackle their customer complaints.

Recently we bought a back up disk drive that failed within just 3 weeks of purchase. With all our back up data on the line, we called the customer service in vain (hint hint Western Digital…)

A quick search online and we found a whole lot of complaints about WD customer service and how nobody really cared to give users suggestions on how to recover their data, resorting instead to the very quick answer of, “We’ll send you a new drive”.

Instead, it was user forums that supported each other better than the customer service. Users were giving each other tips on what worked for them and didn’t. It was all user generated advice and thankfully, we found a solution that worked for our problem and recovered our data.

The lesson learned for us was not to just trust a company’s advertising before sales, but to also check what people say about their customer service. If we had done a simple search on WD customer service, we probably would have decided to buy another brand.

Now lets see if Western Digital responds to this

It was great connecting with you at the System Eagles in Newark. It’s great to meet someone in the marketing industry who has so much experience specifically in the Health Care world.

Interesting you wrote this post about Dr. Oz, because I was just watching his show for the first time last week and thinking about how I could do something similiar, presenting through my own lens, over at:

http://www.MuscleTestingTV.com
and
http://www.DrAndrewColyer.com

I know they pulled the video on Dr. Oz, but I did find an article on him:
http://www.mediaweek.com/mw/content_display/esearch/e3id839769e9efdcc3a4f992bebc88d9e7e

I really appreciate many of your points and insights; I have never seen or heard someone someone talk about Love and Caring as a point in copywriting.

Thank you for teaching people to be more caring about their customers. That is rare in the marketplace.

Dr. Andrew Colyer

I try to market to the “lizard brain” (I consider that I’m selling intimacy and close relationships, not hearing aids), but I’d love to figure out what the “disparaging code” for hearing aids is!

Thank you for sharing your insights publicly.

Reading about the book that you contributed to, sparked a memory I’d like to share. Dr. Abraham Maslow, with whom I had the pleasure of interacting with as a student in the ’60′s, had a brother in business. Dr. Maslow visited his brother’s business and applied his concepts (for a self actualizing culture) to his brother’s operation.

He then wrote a “private” monograph about his observations and suggestions for the workplace and the consequence of integrating his principles into his brother’s business. The report was a very early look at what a people-first business would look like. I was given a copy and since I was quite up to speed with Maslow’s work, it was particularly fascinating to see the application to the business world. In short, despite not being a business person myself, the report was obviously a work of genius.

Now, here’s the part that frustrates me. I’ll have to do a search of my book collection, but I have a feeling that private publication (I don’t believe Dr. M. every took it to a mainstream publisher) was lost somewhere in my travels so long ago.

If by chance I still have it (I fear not), I will gladly share it. I suspect, Dr. Maslow, always ahead of his time–he taught me, as a psychologist, to look for people’s strengths and build on them before it was a “popular” thing to do–could still add something to today’s literature on business, despite being dated.

Regards, Joel