by Margot Carmichael Lester | Jun 27, 2016 | Writing/How to Write
We're long-time fans of Basecamp. No lie, it was a key tool in scaling my operation to meet increased demand from an important client and become content agency of record for a major North American brand. We recently upgraded to Basecamp 3 and had a small billing...
by Margot Carmichael Lester | Mar 14, 2016 | Best Practice
We have all kinds of feelings and beliefs around online customer service and support. Some of them are founded in actual experience, others are based on stories we make up or depictions in movies or on TV. But I think it's fair to say that we all approach each...
by Margot Carmichael Lester | Oct 27, 2011 | Best Practice, E'ship, What-Not
So yesterday I was meeting a friend for an adult beverage at one of my favorite local watering holes, The Crunkleton. I swanned in and took my place at the bar when the bartender informed me that they were actually closed for a private party. No problem, I said,...
by Margot Carmichael Lester | Jan 13, 2021 | Marketing, Advertising & Promotion, Public Relations/PR practice
Lots of us include a contact option on our websites, a webform or an email address. Great! People love having a way to reach out directly. What's not great is when those avenues to contact turn out to be roads to nowhere. How many times have you reached out only to...
by Margot Carmichael Lester | Oct 28, 2020 | Marketing, Advertising & Promotion
Customer experience is just a fancy way of saying, "be good to the people who shop with you". And as the child of small business owners, I take that stuff really seriously. My parents, who owned a gourmet grocery, wanted people to feel welcomed, encourage them to try...
