Make or Break Moments

JUNE 2, 2010

Posted by Deborah Chaddock Brown on June 2, 2010 under Listening , Missed Moments , social media | Be the First to Comment Just saw this link on a tweet The Biggest Shift Since the Industrial Revolution. Maybe it isn’t that many people. That’s a big chunk of your customers. Eighty percent of what, you ask?

Social Media 100

Social Media Customer Service 2009 2008 100

Make or Break Moments

AUGUST 18, 2010

And we aren’t exactly quiet. Great meeting to learn about new sites, new social media techniques. Mocha Joe’s Coffee Shop (formerly Arabica Coffee) has graciously hosted our meets up without a fee or fuss. And sometimes they have a right to fuss. And we stay – sometimes for three hours.

Social Media 100

Social Media Customer Service 2009 2008 100

Make or Break Moments

MARCH 21, 2010

This section is about working at the coalface of social media. Is this earned media? How important is brand in the social media space? Influence Much is made of influence, but what does “influence&# mean in social media? Getting to work They say that the best approach to social media is dive in.

Social Media 100

Social Media 2009 Customer Service 2010 100

Make or Break Moments

MARCH 13, 2010

They were being interviewed on a radio station and when the disc jockey asked where fans could find them on the Internet they said: “Just remember BOY BAND. .&# (BoyBand is just a place holder, that wasn’t the name of the band – I can’t remember the name of the band.)

Customer Service 100

Customer Service 2009 2008 Social Media 100

Make or Break Moments

APRIL 15, 2010

Join a Group Posted by Deborah Chaddock Brown on April 15, 2010 under Connecting Moments , social media | Be the First to Comment If I were a betting woman I would say that you have joined LinkedIn. Haven’t found a group you like? I love the LinkedIn groups. It is like getting in a room with a bunch of like-minded people.

Customer Service 100

Customer Service Social Media 2009 2010 100

Make or Break Moments

JANUARY 19, 2010

I don’t like Starbucks coffee – too acidic, but I do love their frappuccinos. But the budget just can’t handle the cost and my waistline can’t afford the calories. Some times we need to take a little break from serving customer’s needs and cater to our own! I have to confess.

Gifts 100

Gifts Customer Service 2009 2008 100

Make or Break Moments

MAY 20, 2010

I was invited to speak on Earning Customer Loyalty - a great passion of mine, but the best part of my day was the keynote presentation by Anita Campbell of Small Business Trends. One of those, when I get around to it, tasks that I won’t ever complete. And don’t we want to be visible and available to those 280 million?

Customer Service 100

Customer Service 2009 Social Media 2008 100

Make or Break Moments

JULY 1, 2010

I learned a great deal from her regarding social media marketing, organizing my time better and walked away with a lot of tools. June 20, 2010 Sheila Clover English , Social Network Committee Chair , International Thriller Writer’s Organization I didn’t know Sheila. She is engaging and fun as well!”

Customer Service 100

Customer Service 2009 Social Media 2008 100

Make or Break Moments

JANUARY 29, 2010

Yet isn’t there some value in sharing what we’ve learned so that we can all become better in business, better using social media, better with our customer relationships? So do you hold knowledge as a closely guarded secret or do you share the wealth? Are you local?

Learning 100

Learning Customer Service 2009 Social Media 100

Make or Break Moments

MARCH 17, 2010

“I’m afraid to speak up&# “Management doesn’t listen to us&# “They don’t tell me what I need to know to do my job&# I love the irony of the first two – you are afraid to speak up, but if you conquer your fears and speak up it doesn’t matter because they aren’t listening anyway. .

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

AUGUST 13, 2010

Sheila led us through a series of questions which uncovered our philosophies of effective marketing and communication with our prospects and customers. The customer must come first. Sherre hones in on the psycographics of the customer – “getting into the minds of their customers.&#

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

MAY 3, 2010

It has a name that can’t be pronouced correctly without assistance. If you wanted to leave a first impression with your customer about a new product would you say it’s like NOTHING? I don’t have anything else to say. In the first paragraph it asks the question “What does it taste like?&# LIKE NOTHING.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JULY 13, 2010

It seems that she has a customer who asked her to do something that she isn’t comfortable doing. Rather than look for a partner to enrich the customer’s experience and give them what they need – we leave them without a resource. To our loyal customer: “Yes, I can provide that service.&#

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

DECEMBER 25, 2009

He wasn’t cynical or skeptical; he took things at face value. Remember when we were young and couldn’t wait to close our eyes and go to sleep because we knew the next morning would be Christmas and there would be surprises and great joy at every turn? Everything viewed through his young eyes was fresh and new.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

MARCH 22, 2010

Posted by Deborah Chaddock Brown on March 22, 2010 under Customer Moments , Expectations , Resolving Conflict | Be the First to Comment “Experience is what you get when you didn’t get what you wanted.&# We don’t always get what we want. We can’t always please everyone. But we do get an experience.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JANUARY 27, 2010

Of course, almost a year later, the Kindle isn’t new news but there was a statement in the article that was important enough for me to circle it and save: “There are two ways to extend a business. Or determine what your customers need and work backward, even if it requires learning new skills.

2009 100

2009 Customer Service 2008 2010 100

Make or Break Moments

AUGUST 9, 2010

We didn’t grow up together. Our kids weren’t in soccer together. We didn’t work at the same place. Bekah greeted every customer with more than just a smile and a warm hello – she KNEW her customers. I left realizing that I probably won’t go out of my way to shop there any more.

Customer Service 100

Customer Service 2010 2009 2008 100

Make or Break Moments

JANUARY 16, 2010

I have to be honest, I don’t go for the food. My companion doesn’t have his reading glasses and leans over the bar and asks the waitress for a pair of glasses. Steve is a regular customer and is aware that Marcelita’s UNDERSTANDS THEIR CUSTOMERS sometimes need helping reading the bill!

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JANUARY 5, 2010

Companies need to quickly get on board with reading what is being said about them on line – hopefully it is ALL GOOD – but on the off chance it isn’t, Twitter will become the fastest, easiest, most visible way for companies to “nip it in the bud&# and show consumers they are on top of their customer service.

2010 100

2010 Customer Service 2009 2008 100

Make or Break Moments

JULY 9, 2010

Maybe that doesn’t seem like a lot of years for some businesses but they are a computer company. Big main frame machines that took up an entire room in a company, cost millions of dollars and required special cooling so they didn’t over heat. Have you looked at the possibility of reinventing what you offer your customers?

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

APRIL 14, 2010

I decided to take the challenge and give them the best customer service regardless of how they treated me. Apparently, they enjoyed the service so much that they tipped me! It was my first real “aha moment&# with a customer that I didn’t like. Check out more I Hate My Customer stories at my new blog.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

MARCH 15, 2010

We provided a great service at a good price-the best in out industry. Our service cost us more to provide and soon fewer people could afford it. Our service cost us more to provide and soon fewer people could afford it. But they didn’t see this, because their arrogance had made them complacent. the young man asked.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JULY 28, 2010

This whole time I am waiting to see if this is a prank but I don’t think so. Now he can’t know that my neighbor died unexpected yesterday or that I have a very close friend just diagnosed with stage four cancer. It is like the guy in the bar that comes up and says “haven’t I seen you somewhere before?&#

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JUNE 14, 2010

You are home from the office, have kicked off your shoes and as the time approaches for the meeting you have a make or break moment: Do I leave the comfort of my recliner and reruns of 2-1/2 Men to meet a bunch of people and talk about a book I haven’t finished reading? The purpose? Two of us made the trek and I’m so glad we did.

UPS 100

UPS Customer Service 2009 2008 100

Make or Break Moments

APRIL 11, 2010

That I was the only one who truly understood that if you put customers first in everything do – the money will follow. above employee isn’t Tom, he just has the smock on) Crap. “Yeah, Tom is right, if we don’t put customers first we could get fired.&# Oh, there’s motivation for you.

Customer Service 100

Customer Service 2010 2009 2008 100

Make or Break Moments

AUGUST 2, 2010

But it isn’t easy. Glenn Ross at All Business published a post called How to Lose Customers and Fail at Business which consists of a 20 question true/false quiz. The quiz is divided into three sections: Employees, Online Presence and Customer Interaction. Do managers and executives regularly interact with customers?

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

DECEMBER 16, 2009

That’s fine and good, but if the sales associates don’t understand the importance of those first 30 seconds, then you’ve missed the opportunity to make a difference. We only get one chance at a first impression and Leslie’s first impression clearly isn’t positive in this example.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

APRIL 12, 2010

I am pretty handy, in fact, I don’t use the included allen wrench or open ended wrench – I have my own tools. How many customers call customer service for clarification? Do companies care if their customers can use their product with little confusion? Do you make it easy for your customers?

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

FEBRUARY 22, 2010

Customers remember when they’ve truly been seen as important rather than cash in the register. Is it just this younger generation that doesn’t understand the value of the customer? So I ask you – what do you think? Is it a lack of training and focus? Are we hiring indifferent people?

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JUNE 21, 2010

I do spend as much time at the Chautauqua Institute as possible but I don’t do anything else. The same is true for our business and our relationship with our customers. Add a new service or product? As the long, warm days of summer lay before you – what will you do differently this year; in business and at home?

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

MARCH 17, 2010

On the second day the maid called asking about turn down service. He thought – doesn’t see she the twisted thinking of calling when there is a “do not disturb&# sign? “That’s our policy,&# she told him. “He really wants to make things different based on customer feedback. Give me an example?

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

SEPTEMBER 3, 2010

It doesn’t sound like this is a location edict, but more of a companywide policy. Claire’s prefers customers who pay with credit cards Or perhaps Claire’s only wants you to spend LESS than $40 It is better to receive two bad $40 checks than one $75 bad check Gosh. The jewelry is fun and flirty and affordable.

Credit Card 100

Credit Card Customer Service 2009 2008 100

Make or Break Moments

JANUARY 11, 2010

How do you make your customers feel? When they leave your store do they feel like they were valued? Feelings – emotions – don’t come from the deal of the month but rather from the relationships we’ve built, the trust we garnered and the time spent with each customer. we might ask them.

Customer Service 100

Customer Service 2009 2010 2008 100

Make or Break Moments

JUNE 4, 2010

My father would say “Why are you working so hard – it doesn’t say Debbie Vision over the door?&# It doesn’t matter if no one care…I care and to me, it does say “Debbie Vision.&# He would shake his head and mutter something about working myself sick and to some extent he was right.

Customer Service 100

Customer Service 2010 2009 2008 100

Make or Break Moments

MAY 20, 2010

So what does my crush on Johnny Bench have to do with make or break moments or building customer relationships? Well, I don’t know another catcher in history that is as famous as Johnny for making the most of every opportunity in his career. Which weren’t as good as the seats I usually sat in behind home plate.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

DECEMBER 18, 2009

I have just been made to feel more stupid than dirt and it isn’t a feeling I enjoy. But what happens when you have to use one of the old fashion, non-computer pieces of equipment because the fancy stuff isn’t available? “You didn’t do the exercise.&# “Yes. I hate mumblers.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JANUARY 20, 2010

I was talking with Business Coach and Professional Speaker Leslie Ungar of Electric Impulse Communications about customers. “I was always the first in line to ask a question,&# Leslie told me. “I wanted to know why I didn’t win and what the judges thought I should have done differently.&# Leslie used to show horses.

Customer Service 100

Customer Service 2009 2008 2010 100