Marketing Mavericks 18

Today we talk with Ted Nardin, Founder and CEO of Ideal Dialogue, about the science of customer service - is there a prime directive? We also talk about Comcast's infamous 'phone call from hell' and how to avoid making the same mistakes.

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Thanks to CacheFly for the bandwidth for this show.

Links

• Comcast Confessions: when every call is a sales call
• This is Comcast's internal handbook for talking customers out of canceling service
• Southwest Airlines Kicked Family Off Plane After Dad Tweets Complaint
• Ideal Dialogue Company