Category Archives: Best Practices

August 31, 2010 Posted in Best Practices Leave a comment

Will Tweet for Beer: How Epic Beer Is Reaching Customers

By Ben Kepes
Epic Beer is a boutique, premium brewery based in New Zealand. It’s winning accolades all around the world for the quality of its product, but more relevant to us here at Zengage, they’re doing it via direct conversations with the... Read more
August 16, 2010 Posted in Best Practices Leave a comment

Are Community Managers Truly Benefiting Companies? Without Any Metrics, Who’s to Say?

By Ben Kepes
Much gets said about community management—it is, after all, a pivotal function in ensuring that an organization actually has a community of interest and nurtures that community. But what do community managers really do for a company? Jeff Nolan recently... Read more
August 6, 2010 Posted in Best Practices 1 Comment

Engaging Employees, Out of Freedom Comes Love

By Ben Kepes
I’ve posted before about the best leadership style for managers, specifically looking at whether a “lead from the front” approach is most effective or a “get out of the way and leave it to the people who know best” approach... Read more
August 2, 2010 Posted in Best Practices 2 Comments

Customer Service at SmartPayroll – Kids Included

By Ben Kepes
In an ongoing series of interviews with truly customer focused companies, I wanted to take a look at one particular initiative taken by New Zealand payroll software vendor SmartPayroll. SmartPayroll is all about customer service. While pretty much every company on... Read more
July 26, 2010 Posted in Best Practices 1 Comment

Raises Be Damned! We Just Want to Surf the Internet

By Ben Kepes
It’s an indisputable fact that happy employees make for good customer service experiences that in turn, build a company’s overall brand. Bear in mind, however, that now is arguably the first time in history that employee happiness has been given... Read more
July 15, 2010 Posted in Best Practices 8 Comments

Culture and Customer Service – Air New Zealand

By Ben Kepes
I travel. A lot. Last year I did around 200000 miles in the air and all of it was with Air New Zealand on their own, or their code share partner’s, flights. I spend a lot of time talking about... Read more
July 7, 2010 Posted in Best Practices Leave a comment

Twitter for Business, Less Toy and More Tool

By Ben Kepes
Every day it seems another 19 years old social media guru is telling us the value that social media brings to the enterprise. Sometimes these explanations lack any real value. Businesses are, after all, in business to return a profit.... Read more
June 29, 2010 Posted in Best Practices 1 Comment

Should Management Lead the Way? Or Get Out of the Way?

By Ben Kepes
When it comes to effecting change within an organization, it might sometimes appear that we have divergent themes going on here in the Zengage blog. On the one hand we’re firm proponents of the ‘bottom-up’ approach that says that organizational... Read more
June 23, 2010 Posted in Best Practices Leave a comment

Sweat the Small Stuff

By Ben Kepes
The TED conference is beautiful – despite being a somewhat elitist event with tickets that are out of reach for mere mortals. They are the ultimate conference for thought provoking presentations. As the TED strapline says, they’re all about “Ideas... Read more
June 14, 2010 Posted in Best Practices, editor pick Leave a comment

Seven Tips for Getting Great Customer Service

By Ben Kepes
Last week we looked at the roll call of the worst customer service offenders, it seemed only right to follow that up this week with a look at some easy to follow tips for those wanting to receive great customer... Read more

The Author

Ben Kepes is an analyst, an entrepreneur, a commentator and a business adviser. His business interests include a diverse range of industries from manufacturing to property to technology. As a technology commentator he has a broad presence both in the traditional media and extensively online. Ben covers the convergance of technology, mobile, ubiquity and agility, all enabled by the Cloud. His areas of interest extend to enterprise software, software integration, financial/accounting software, platforms and infrastructure as well as articulating technology simply for everyday users. More on Ben

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