File this under “cool new resources”. I just learned (via Chris Brogan with an assist from Guy Kawasaki) about a useful website called AllTop.com. They aggregate headlines from a variety of (what they consider) top sources of news and info.

From their About page:

It’s something most of us have felt at one time or another. And it’s the worst thing a company can do to a customer: Make them feel INVISIBLE.

As a customer you are invisible when you feel you’re being ignored. You’re needs are not being met. You are there trying to BE a customer but nobody seems to notice or care. They walk right by you as if you don’t exist.

Even though Black Friday has begun, there is still time for retailers to increase their chances of having a good holiday shopping season. We all know customer service is important, but it’s critical during stressful times like the holidays. And when the economy is sour and people want the most for their money, one of the best things your company can do is take steps to improve their customer service.

Remember, customers come to your company to get something they want. The companies that do the best job giving them what they want (in a way that is sustainable for them) will be the winners. They’ll get more customers, more repeat business and more referrals.

Kevin Stirtz’s Amazing Service Rule #4:

Make Your Customers Smile

To some people this might seem a little too mushy, too “warm and fuzzy”. After all, isn’t it more important to give our customers what they want? (There is research that says customers will be more loyal if they get what they want rather than just being treated well.)

And that’s precisely why this rule is so important.

I read a recent report by Accenture that I found downright exciting. It’s the results of their 2008 Customer Satisfaction Survey. (Click here to download your own copy.)

Much of the report was old news to me simply because I live and breathe this stuff. But I think every business owner, executive, manager, employee, consultant and professional should read it. Because it makes sense and could help many companies survive the next two years.

Thanks to my friend Chris Elliott (over at Elliott.org) for this news item. Chris tells us about a customer service agent at Delta Airlines who understands the meaning of service.

The long and short of it is that several US service men were traveling and their tickets had not been paid yet. This prevented them from getting their boarding passes. A helpful agent at Delta Airlines took it upon herself to get the work done and make sure the guys got their tickets. They made it to the with only 30 seconds to spare.  And they only made it because Delta staff worked with security personnel to get them through the security checkpoint quickly.

Just got an email from RightNow Technologies regarding their upcoming live webcast. It’s called: “Ten Secrets for Successful Customer Service” and so, of course, it got my attention.

Here’s how the email describes it:

What are the secrets to managing customer interactions that allow you to deepen engagement and drive revenue while reducing service costs?

Kevin Stirtz’s Amazing Service Rule #42

“Assure your customers.”

Customers come to us for one of two reasons. They want our help to accomplish something or to avoid something. They know they outcome they want. They engage our expertise and resources to get there.

Recently I taught a seminar in Kuala Lumpur (Malaysia). Since neither of us had been there before I brought my favorite traveling buddy (also known as my wife, Debbie). She’s always game for a new adventure, especially if it involves travel.

Here are some pictures from our journey you might find fun. First, let’s start with the plane ride because, honestly, it was traumatic. Now I understand why they use a transporter in Star Trek. Much better way to travel!

My wife and I are pet people. Our pets are our companions. So two years ago, when one of our two dogs died, we struggled with the question of getting another one. Our vet reminded us that our remaining dog, Maggie, would likely fare better with another dog in the house. It was what she was accustomed to. And dogs are pack animals. They often prefer the company of people and other dogs to being alone.

Paul Schmelzer writes for a number of publications both online and off. He knows a good story when he sees one. He didn’t have to look far for this one he shared recently on Eyeteeth.

“The other night, I got a call from a dejected Seven. My 12-year-old nephew, who’s been living with us for a few months, was at the library, and his bike had been stolen.”

A little background: