Category Archives: Customer 2.0

Aisle vs. Window: The Power of Choice

By Ben Kepes
Over on the Hunch blog, the results of 32,000 survey responses regarding peoples preferences for window or aisle seats on flights have been dissected. From a seemingly simple question, Hunch was able to draw conclusions about the socio-economic factors that come into play when determining preference

Would You Pay for Good Customer Service?

By Ben Kepes
Ok, let’s just go there.There are lots of different ways to think about customer service, but at the end of the day, we all know what people really and truly care about: getting the job done as quickly and painlessly as possible. So, what if customers had the option to pay cold hard cash to ge

We Really Like You! FreshBooks’ Customer Service

By Ben Kepes
Warning: What you are about to read can be easily dismissed as a schmaltzy feel-good spin. But I’ve spent a reasonable amount of time talking with the crew from FreshBooks, the Canadian-based invoicing company that boasts hundreds of thousands of... Read more

Re-Visiting Customer Service at The Linkery

By Ben Kepes
Recently we posted about  in the hospitality industry. That post generated a bunch of comments around the place and since it was in part driven by an almost four year old New York Times article about The Linkery, a San... 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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