Customers Rock!

A blog about customers, their experiences, and how businesses can make sure their customer experiences rock!

Customer Service Event and Call for Authors!

Posted by Becky Carroll on January 18, 2008

csitnm_badge.png Customer Service Conference in San Francisco, February 4 

In just two weeks, I am hosting a lunch workshop at the Customer Service is the New Marketing event in San Francisco, CA on Monday, February 4.  I am honored to be on a program also featuring speakers from Zappos, Virgin America, Flickr, Google, and Geek Squad (to name a few).  My blogging friend Doug Hanna from Service Untitled will also be hosting a lunch workshop, along with some other smart folks.

There has been some debate as to whether customer service is the new marketing.  I would say that everyone who is in customer service is also doing marketing, as every touch to the customer counts.  Often, it is these customer touches that make the most impact, as the customer spends more time using a product or service than purchasing it (one hopes!).  Customer service is the face of the company, and organizations that see it as only a cost are missing a trick.

There is still time to register for the conference.  The price is $495 for this fabulous one-day event being held at the gorgeous Presidio in San Francisco.  Customers Rock! readers can get a 15% discount if you use the code CRNT when registering; here is the link

Come to the event, and make sure to say HI to me and tell me you are reading Customers Rock!  I’ll even buy you a drink at the after-event bash.

ageofconversation-book.jpg Call for Authors for Round Two of Age of Conversation

Drew McLellan and Gavin Heaton are at it again.  They are spearheading the effort to create the 2008 edition of the Age of Conversation book.  Over 100 authors from around the world came together to write short essays and raise money for Variety Children’s Charity; not one penny went to any of us.  The book focused on this conversation age and what it means to marketers and businesses.

Some of you expressed disappointment that you missed out on the last book.  Here is your chance!  Just email Drew and let him know you want to participate.  See his post (linked to his name above) to find out the rules.  You can even vote on the topic (on Drew’s blog).

I am going to be in again; come join me!

Update: Here is a list so far of those planning to contribute this year:

Drew McLellan, Luc Debaiseieux, Ryan Karpeles, Greg Verdino, Lori Magno, Gavin Heaton, Connie Reece, The Kaiser, Katie Chatfield, Tim Jackson, Doug Meacham, C.B. Whittemore, Becky Carroll, Gordon Whitehead, Daniel B. Honigman, Daria Rasmussen, Jay Ehret, Jasmin Tragas, Jamey Shiels, Organic Frog, Bill Gammell, Nathan Snell, Stephen Landau, Stephen Collins, Stephen Smith, Mark Earls, Steven Verbruggen, Neil Perkin, Brett Macfarlane, Dino Demopoulos, Chris Wilson, Asi Sharabi, Mike Sansone, Angela Maiers, Sandy Renshaw.

Here is the list of contributors from last year, and many of these are now friends as well.

Gavin Heaton
Drew McLellan
CK
Valeria Maltoni
Emily Reed
Katie Chatfield
Greg Verdino
Mack Collier
Lewis Green
Sacrum
Ann Handley
Mike Sansone
Paul McEnany
Roger von Oech
Anna Farmery
David Armano
Bob Glaza
Mark Goren
Matt Dickman
Scott Monty
Richard Huntington
Cam Beck
David Reich
Luc Debaisieux
Sean Howard
Tim Jackson
Patrick Schaber
Roberta Rosenberg
Uwe Hook
Tony D. Clark
Todd Andrlik
Toby Bloomberg
Steve Woodruff
Steve Bannister
Steve Roesler
Stanley Johnson
Spike Jones
Nathan Snell
Simon Payn
Ryan Rasmussen
Ron Shevlin
Roger Anderson
Robert Hruzek
Rishi Desai
Phil Gerbyshak
Peter Corbett
Pete Deutschman
Nick Rice
Nick Wright
Michael Morton
Mark Earls
Mark Blair
CB Whittemore
Mario Vellandi
Lori Magno
Kristin Gorski
Kris Hoet
G. Kofi Annan
Kimberly Dawn Wells Karl Long
Julie Fleischer
Jordan Behan
John La Grou
Joe Raasch
Jim Kukral
Jessica Hagy
Janet Green
Jamey Shiels
Dr. Graham Hill
Gia Facchini
Geert Desager
Gaurav Mishra
Gary Schoeniger
Gareth Kay
Faris Yakob
Emily Clasper
Ed Cotton
Dustin Jacobsen
Tom Clifford
David Polinchock
David Koopmans
David Brazeal
David Berkowitz
Carolyn Manning
Craig Wilson
Cord Silverstein
Connie Reece
Colin McKay
Chris Newlan
Chris Corrigan
Cedric Giorgi
Brian Reich
Becky Carroll
Arun Rajagopal
Andy Nulman
Amy Jussel
AJ James
Kim Klaver
Sandy Renshaw
Susan Bird
Ryan Barrett
Troy Worman
S. Neil Vineberg
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8 Responses to “Customer Service Event and Call for Authors!”

  1. Becky,

    I think customer service has always been a part of marketing and for at least two decades (maybe more) an argument about where customer service should sit has ensued. More than a few believe it belongs in the Marketing Department. I have no position, as I believe the argument is bogus, as departments still act like silos and until they are integrated and aligned, businesses and customers alike suffer.

  2. Toby said

    Becky – Ditto. It always surprises and saddens me when the customer service function is ‘silo-ed’ and even more so when there is little, if any, communication between c/s and marketing. From a c/s rep view – more than not c/s reps find themselves in the embarrassing situation of hearing about about a marketing initiatives from a customer. Not only does the customer loose but sure makes the c/s rep’s job harder not to be in that information loop.

  3. Becky, I agree with Lew and Toby. What is encouraging is that customer service is gaining so much more attention than ever before, generating discussion about customer service. About time as I believe it will only become more critical a differentiator as the population continues to age, becomes more sophisticated and more discerning in how to spend discretionary funds. Thanks for your passion on the subject and good luck with your conference!

  4. [...] Heaton, Connie Reece, The Kaiser, Katie Chatfield, Tim Jackson, Doug Meacham, C.B. Whittemore, Becky Carroll, Gordon Whitehead, Daniel B. Honigman, Daria Rasmussen, Jay Ehret, Jasmin Tragas, Jamey Shiels, [...]

  5. [...] Heaton, Connie Reece, The Kaiser, Katie Chatfield, Tim Jackson, Doug Meacham, C.B. Whittemore, Becky Carroll, Gordon Whitehead, Daniel B. Honigman, Daria Rasmussen, Jay Ehret, Jasmin Tragas, Jamey Shiels, [...]

  6. Lewis, in a sense, all customer service people are marketers, as they are a face-to-face encounter with the brand. Unfortunately, as you stated, Toby, they are not always treated as marketers (and are often the last to know about promotions, sometimes learning about them from customers!). And you are right, CB, more and more attention is being put on customer service – but companies are still not making the proper investment there. Customer service is treated like a cost, not a integral part of a customer/marketing strategy.

    It is already a critical differentiator!

    Thank you all for the conversation, and I look forward to carrying it on at the CSITNM event next week.

  7. [...] Becky Carroll, [...]

  8. sdipietr said

    I agree Becky, In fact my cornerstone saying is that Service is Sales and Sales is service.

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