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Issue № 334

Be passionate about client relationships and compassionate about customer service.

Marry Your Clients

by Shane Pearlman · 5 Comments

Do you consistently work to stay engaged, or do you get comfortable with clients? With new projects, it's easy to make the extra effort. The longer you work together, the easier it becomes to feel satisfied with the status quo, while giving your best energy to the shiny new client. Rather than pretend this won't happen, prepare for it and create a strategy to combat it. Shane Pearlman shows us how.

Being Human is Good Business

by Kristin Smaby · 13 Comments

Customers aren't shy about shouting their experiences, good and bad, to the world via Twitter and Facebook. When you see customer service as a cost center, you risk treating customers as a liability. Yet, customers are a valuable resource: their feedback is integral to shaping your product and building your brand. Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate, or, simply put, human.

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Columnists

Laura Kalbag on Freelance Design

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The number of predictions that algorithms can make about us from even minimal data is shocking. Although we’re offered privacy settings that let us control who of our friends sees what, all our information and behavior tends to be fair game for behind-the-scenes tracking. We simply don’t know everything that’s being done with our data currently, and what companies might be able—and willing—to do with it in the future. Laura Kalbag believes it’s time to locate the exits.

From the Blog

On Our Radar: Self-Centered Edition

It's all about us this week at ALA. From steps to sleep to social activities, we're counting every kind of personal data you can think of. But what's all that data add up to? How could we look at it—and ourselves—differently? In this week's On Our Radar, we ask ourselves—and our self—the tough questions.