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Tag Archives: service

When you’re replaceable, your customer service can’t be

We pay a lot for a traditional phone line. But when it goes dead, we start using mobiles and Skype. And they work just fine. When the fancy email server crashes, we realize that Gmail works fine. When the copy machine breaks, we just scan and print stuff. And cancel the lease on the copy […]

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Newsletter #900: The “Give Them a New Experience” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Great marketing does more than sell — it creates a remarkable experience we have to tell friends about. Here are a […]

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When you’re replaceable, service matters matter more

We pay a lot for a traditional phone line. But when it goes dead, we start using mobiles and Skype. And they work just fine. When the fancy email server crashes, we realize that Gmail works fine. When the copy machine breaks, we just scan and print stuff. And cancel the lease on the copy […]

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How a law firm becomes worth talking about

I get asked all the time, "How can service firms get word of mouth? We're too boring to use all those techniques you talk about." Bull. Check out The Parsinen Law Firm in Minneapolis. Their marketing is so cool that it makes the hippest ad agencies jealous. They published "Despicable Lawyer" magazine to make fun […]

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