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Interview with Bruce Eicher – Part Three

This is third and final part of the interview with Bruce Eicher, Vice President of Guide Care at ChaCha.

In this part of the interview, Bruce tells me about some software the company uses to monitor chats, details about their internal process group, how they deal with feedback, what tools they give guides, what changes to expect, and more.

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Interview with Bruce Eicher – Part Two

This is part two of the interview with Bruce Eicher, Vice President of Guide Care at ChaCha.

In this part of the interview, Bruce tells me about how ChaCha deals with its biggest challenges, what ChaCha guides do well at, what they have the most trouble with, the site’s registration process, and how they ensure quality.

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Interview with Bruce Eicher from ChaCha

Bruce Eicher is the Vice President of Guide Care at the “human-powered” search engine ChaCha.

ChaCha is an interesting company that I have written about before (here is my guide for their guides and my post summarizing a positive experience). Their customer service challenges are unique – they are dealing with thousands of part-time guides and trying to deliver a positive search experience to thousands of searchers. ChaCha has only been around about a year now (the site was launched in alpha in September), so they are still learning.

This will be a three (possibly four) part interview. Part one is below (“after the jump”). In part one, Bruce tells me about ChaCha, how many active guides they currently have, what their training process is like, what the average guide is like, and the biggest training challenge.

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Dick Hunter, VP of Customer Experience at Dell

Here is a round up of the three part interview with Richard “Dick” Hunter, Dell’s Vice President of Consumer Customer Experience and Support.

The interview is a three part interview that lasted was posted on Service Untitled during the week of May 14, 2007. Each part, along with a description is listed below. Be sure to check out some of the other interviews featured on Service Untitled by clicking here.

Part 1 – Link
This part of the interview talks about why Dell’s customer service worse, who made the decisions that caused Dell’s customer service to worsen, and talks about Dell’s current position with outsourcing and offshoring. It also talks about how Dell comes up with its customer satisfaction numbers.

Part 2 – Link
In this part of the interview, Dick discusses what Dell’s biggest disadvantages are, what marketting efforts they have made, what he thinks people can learn from Dell (with tips about opeartions), and where he thinks Dell’s service is now.

Part 3 – Link
In this third and final part of the interview, Dick tells us what Dell’s biggest disadvantages are, what marketing efforts they have made, what he thinks people can learn from Dell (with tips about operations), and where he thinks Dell’s service is now.

Dick Hunter of Dell – Part 3 of 3

This is the third (and final) part of the interview with Dick Hunter, Vice President of Customer Experience and Support at Dell.

In this part of the interview, Dick discusses what Dell’s biggest disadvantages are, what marketing efforts they have made, what he thinks people can learn from Dell (with tips about operations), and where he thinks Dell’s service is now.

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Dick Hunter of Dell – Part 2 of 3

Here is the second part of the interview with Dick Hunter, Vice President of Customer Experience and Support at Dell.

This part of the interview talks about the results of outsourcing/offshoring, Dell’s efforts to gather and respond to feedback (their blog and so on), Dell’s biggest advantage, and then a bit about Dell’s direct sales model.

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Interview: Dick Hunter, VP of Customer Experience at Dell

This is part 1 (of 3) of my interview with Richard “Dick” Hunter, Vice President of Consumer Customer Experience and Support at Dell. Basically, he runs the company’s customer service efforts.

This is a great interview and provides a lot of information about how Dell is working to improve their customer service and customer relations. It’s definitely a must read if you are interested in how large companies work to turn around their customer service and fix previous mistakes.

This part of the interview talks about why Dell’s customer service worse, who made the decisions that caused Dell’s customer service to worsen, and talks about Dell’s current position with outsourcing and offshoring. It also talks about how Dell comes up with its customer satisfaction numbers.

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Andrew Field of PrintingForLess.com – Part 4

This is the fourth and final part of the interview with Andrew Field of PrintingForLess.com.

In this part of the interview, he discusses the company’s team structure, some of their employees’ unique set of job responsibilities, the employees benefits at PFL, the company’s growth, their dog policy, and some parting advice.

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