In this episode, John and Sean discuss customer expertise vs. service expertise as well as the arrival of silos in the form of technology ecosystems and how they affect customer service. It's a fun one!

In this episode, Sean and John discuss tech companies making arbitrary changes that affect users, focusing mostly on Apple's connector and Maps missteps, then they talk about Stamps.com in two case studies (customer; vendor). They're goin' postal!

In this Episode of The Customer and the Service, Sean and John talk about a tale of two baristas, EZPass coming to Wawa?, and "what the !@#$ is your phone number?" or service contact best practices.

In this episode. John and Sean discuss customer service in interpersonal relations, Library technology as a patron customer service vehicle, and organizational technology choices that do not necessarily match those of their users.

Episode 4 of our video series on customer service. In this episode we discussed Rob's horrible traveling experience, Comcast, Verizon, brand loyalty & Google+ as a collaborative platform.