In a comment to my last post on how to own your customer service experience, Dave Alston states:
Many brands are going to be pressured to reduce the amount of money they are investing in marketing and PR. So will they see social ...READ»
It’s the secret of every wildly successful business, and the keystone to profitable growth. Those who have it, thrive. Those who don’t, have a very hard time keeping up with competition. Wouldn’t you want to have it, too? ...READ»
Since last week was national customer service week (hat tip to Toby Bloomberg), I thought of writing a top ten list of customer service success factors.
You are successful in customer service when:
1. You’re doing all the ...READ»
Many of the tried and true metrics adopted by call centers for customer support center around customer avoidance. They reward those reps who can get off the phone quickly, for example, but there is no metric built around the customer ...READ»
In the October issue of the magazine FastTalk, Fast Company interviews six political strategists to learn about how they study what you eat, drive and where you shop - and how this is making them more efficient at predicting how you ...READ»
I’d say that if it were, the question could almost be anything these days. We want, no we demand to exact it from others - colleagues, sometimes spouses, and most definitely companies as represented by their customer service ...READ»
You do that without knowing it. You have a favorite restaurant, club, or gym based upon intangibles. You really like it there because it gives you that something extra you have come to expect of that place.
What would you do ...READ»
You do that without knowing it. You have a favorite restaurant, club,
or gym based upon intangibles. You really like it there because it
gives you that something extra you have come to expect of that place.
What would you do if ...READ»
Being constantly in contact with people who call or write because they have a problem can be a stressful job. When I gave customer service reps the chance to speak up about their experiences, they talked without inhibitions. ...READ»
I received a call today from a friend who asked for assistance in brainstorming a two-and-a-half hour presentation on a topic she was very familiar with. She doubted that she could keep the attendees' attention for that long, though ...READ»
In an earlier post we saw that a few police departments had
begun experimenting with Twitter . . . And now we see the fire departments
Twitter, too!
Thanks to Grant Griffiths for his post in the Twitterverse! Grant ...READ»
‘Listening’ is a wildly popular and tenacious term in business. When we listen, we are available to new ideas, accessible to others, self-aware and aware of what is happening around us. As such, ideas grow, conflicts are avoided, ...READ»
Customer service and brand marketing are rapidly converging. With the help of social media and courtesy of greater competitive forces, most companies are now finding that the experience of their brand is one of if not the ...READ»
You do: your product, your people, your process and your expertise. THEN it's time for the customer. This kind of thinking will kill the company you work for and it will make your job meaningless.
This is not simply the contrarian ...READ»
