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Lindsay Grubb | MyBiz Profile | Bizcommunity

As a writer, I'm doing what I love and loving what I do every day. I'm passionate about all forms of communication, whether it's the written word, visual messages, or compelling speeches. My aim is to ensure that my clients project the right image, making a strong, positive impression on their audience. I do this by creating clear messages which are easy to understand so their audiences take the desired actions. Visit my website www.lcommunications.net
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Lindsay Grubb commented on When did we stop caring about customer service, client experience?
I've had a similar experience coupled with being given a new card which then didn't work an hour three way conversation between paypal and said bank who denied the problem was on their side. Learned it was the card when also trying to pay for groceries. To top it all off they then sent the new new card to the wrong branch which had me running around again. Wasn't pretty. I was also told I had a new card waiting for me two weeks after having collected it.
Posted 9 months ago | Like
Lindsay Grubb commented on When did we stop caring about customer service, client experience?
Yesterday I took a call from my insurance company - yet another industry we all love to hate. The call came in response to my answers to a one question survey they smsed me regarding the service I received when I dealt with them last Friday. I ran out of space in the article or they might have made it in. The service I received was again inferior but I must be honest I was impressed on their follow up. I rated their service 4 / 10 and they followed up their sms with another question – “what could we have done differently?” I was still mad and responded with three short examples. An hour or so later I received a call and had a really frank and good conversation with the gentleman caller. He didn’t ask just about Friday’s issues but of my overall experience with them over the past two years. He was engaging, listened to what I was complaining about and suggesting and responded with answers he had clearly thought about. Hopefully his promise to bring the information up in the management meeting sticks and that they implement some of the ideas we discussed. Props to Dial Direct for trying.
Posted 9 months ago | Like
Lindsay Grubb commented on When did we stop caring about customer service, client experience?
I think aside from the horrible service, it was those smiley t-shirts that really got to me most of all. Not one person wearing one was smiling and everything was too much trouble. The more I stared at those shirts the angrier I got...
Posted 9 months ago | Like
Lindsay Grubb commented on When did we stop caring about customer service, client experience?
Hi Michelle,

That would have infuriated me too. I'm guessing you made many of those calls on the same day going through various automated systems trying to find a human to speak to. The age of supposed covenience has made things a lot less consumer-friendly at the end of the day.

L
Posted 9 months ago | Like
When did we stop caring about customer service, client experience?

[Lindsay Grubb] I just went through the unpleasant process of upgrading my cellphone. I did everything in my power to mitigate any stress I might have by phoning my service provider's upgrades department, prior to physically entering their world to pick up my new iPhone. I felt strong walking into the customer service department and was sure it should take at most an hour to process everything and get back to my office. Boy was I wrong.

Posted 9 months ago | Like (2)
Lindsay Grubb commented on General Motors drops Facebook advertising on eave of IPO: Why?
Great article Walter, I agree that the importance lies in the conversations started rather than the numbers. If I think of Nike's Run Jozi campaign earlier in the year, I didn't find out about it because of their advertising. I heard about it from many of the people I follow on Twitter who were suddenly all taking up running and getting excited. It was the online chatter about it which I believe drove it to the successful heights it reached.

I'm not sure why it's so hard to understand that if you have 10 000 followers on Twitter who never respond, don't share what you're sharing, who don't question and demand replies it means nothing. It all boils down to the level of engagement you're having with your audience...
Posted 1 year ago | Like
Lindsay Grubb commented on I'm not a stalker but...
Hi Charles, I'm glad you could identify, I was sure I wasn't alone :) It is a challenge finding interesting people to follow and I have been interested at the suggestions I've been given. I still wonder if people are following the people they suggested because they're interesting and are generous sharers or if it's because everyone else is following them so they feel they should be. It's an interesting dilemma. While I normally hate the changes that Facebook makes regularly, I do find that the ability to select which updates you want to receive from them so I'm able to stop all the games updates and free up my timeline for the good stuff!
Posted 1 year ago | Like
Lindsay Grubb commented on I'm not a stalker but...
Hi Marisa, I'd be interested to see which business pages you are following - will check out who you're following. I think also the key might be creating more specific lists rather than having everything come through on your main Twitter Stream, I've been trying to build mine a bit and then look at them when I have the time. You miss too much when your Twitter stream is too full I think. The other challenge is I do most of my catching up on FB and Twitter on my phone after hours. While I have some great industry contacts, some of them play games on FB for example which floods my FB timeline and it's highly irritating to have to scroll through all of that to read the information that's relevant.
Posted 1 year ago | Like
I'm not a stalker but...

[Lindsay Grubb] What you're putting out there gives us a window into your world and helps us form ideas and opinions about you. These might form differently if we were meeting with you in person, but when all we've got to go on is our potential "victims" last 10 tweets or likes or shares, it is this "first impression" that lasts.

Posted 1 year ago | Like (4)
[2012 trends] The Write Stuff for 2012

[Lindsay Grubb] In talking to a fellow writer recently, we got onto the topic of client trends that came out of 2011. One of the most noticeable for us was that clients are on the lookout for something different from their agency/writer/creative, as they need to stand out from the clutter and general advertising methods aren't cutting it anymore.

Posted 1 year ago | Like (1)

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