Recent Posts

Good to Great: Creating a Tropical Storm of Customer Satisfaction

Ekaterina
Why is it that almost every time we hang up the phone with a customer service rep, we feel flat? Despite the profiling technologies, the predictive analytics technologies, the customer databases that companies have at their fingertips, it is still insanely hard for them to provide a breathtaking experience. Why? I think it is because a lot of times companies are missing a key ingredient to business success – human passion.
Good to Great: Creating a Tropical Storm of Customer Satisfaction

'Tech Savvy' for Midsized Companies Means 'Customer Savvy'

JulieHunt
In parallel to technology considerations, the single most important success factor for most companies is The Customer. These days all activities related to the customer must be ramped up and more responsive to customer needs and desires.
'Tech Savvy' for Midsized Companies Means 'Customer Savvy'

Zero-Minute Crises

tedshelton
Companies are still struggling to understand that they need to be available and responsive to customers on social media. What will it take to get them to understand this imperative?
Zero-Minute Crises

Frustrated With Social Media? You May Have Overlooked This One Resource

CarolineMelberg
The solution to your social media challenges may already be on your payroll. The problem is, you might find that your solution will take a team instead of an individual.
Frustrated With Social Media? You May Have Overlooked This One Resource

Why White Glove Service Is No Longer Optional

Randy Milanovic
Does your customer service set you apart from your competitors? That’s a trick question – I can almost promise you that it does, whether you want it to or not. This concept came to me via Jonathan Davids (of Influicity), who was discussing the topic along with Maria Poveromo and Kelly Blackman at The Social Shake-Up in Atlanta during their breakout session: The Transformation of Customer Engagement in the Subscription Economy, and, it applies to all of us.
Why White Glove Service Is No Longer Optional

Deliver an Excellent Customer Experience Using Big Data

Jayson Bowden
Obtaining a customer insight is crucial to business marketers and the majority of big enterprises are using big data for their business in today’s online marketing industry.
Deliver an Excellent Customer Experience Using Big Data

5 Tips for Delivering Excellent Customer Service Through Email

ElizabethVictor
Email communications are inherently social; but of course, social in a very different context than communicating via today’s social networks. Many e-commerce companies are charged with delivering customer service through email; and that is not an easy task. Intentions, tone, and meaning can often be misconstrued in writing. Here are 5 tips for making your intentions clear and delivering a great customer service experience via email communications.
5 Tips for Delivering Excellent Customer Service Through Email

Is Customer Service the New Social Marketing?

dawnellis191
Customer service has always remained an integral part of marketing. After all, customer service can lead to word-of-mouth advertising and brand loyalty. Studies show that it costs 10x as much time and money to acquire a new customer than it does to keep an existing customer happy.
Is Customer Service the New Social Marketing?

The Social Consumer Study: What It Means to Customer Service Professionals

Vanessa DiMauro
Around the globe, customers – friend and foe alike – share their experiences using indelible digital characters all across the social channel. We are experiencing a customer-driven revolution where companies are no longer defined only by what they say about themselves. Rather, customer experiences are a major force defining the strongest brands, and the Achilles heel of firms that fail to deliver on customer expectations.
The Social Consumer Study: What It Means to Customer Service Professionals

How to Ruin a Great Customer Experience

DaveBrock
Here's a case of great customer service gone awry. It seems really ironic that organizations can take a great customer experience and convert it to an awful one just by asking you about your customer experience.
How to Ruin a Great Customer Experience