Make or Break Moments

JUNE 12, 2010

Here’s what I said: I believe if we use social media as a way to connect – then yes, it can build wonderful relationships; with industry leaders as well as our customers/prospects. The comments are interesting – some that agree and some that don’t.

Social Media 100

Social Media Customer Service 2009 2008 100

Make or Break Moments

APRIL 30, 2010

We have a make or break opportunity available to us when we use social media to actively listen to what is being said about us and our industry and to query those consumers for what is important to them. I have put together a Customer-Focus Social Media Strategy workbook that I offer FREE to help get you started.

Social Media 100

Social Media Customer Service 2009 2010 100

Make or Break Moments

MARCH 15, 2010

We provided a great service at a good price-the best in out industry. In one example in the book the wise one man on the peak tells the story of a once great company: “When I was younger, I worked for a very large and famous company. Then our costs rose and the economy took a turn for the worse.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JANUARY 13, 2010

How often are we ungrateful of: Our customers when they have demands Our employees when they do something wrong Our boss when they ask too much Our industry when it doesn’t respond like we’d hoped The little things in life The economy is tough and we can find ourselves wallowing in the land of the ungrateful. Ungrateful.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JANUARY 7, 2010

The article details the survey particulars (about 500 people per country surveyed), the worst hit industries, what ticked customers off and what set businesses apart. Further investigation from CustServ’s blog led me to the article from Genesys that shares the details of the customer service survey of 16 countries.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JULY 14, 2010

I belong to several; local groups with a variety of business types and industry specific groups for speakers, writers, customer service and HR professionals. I love the lively discussions that happen on LinkedIn in the various groups. I have answered questions and joined/started discussions but I felt like something was missing.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JULY 1, 2010

Best selling author – noted speaker – he is a gem in the industry of marketing and social media. His THREE WORDS are a classic strategy to focus your year and I’m a big fan! This all happened because Sheila GAVE me a high compliment with a recommendation.

Customer Service 100

Customer Service 2009 Social Media 2008 100

Make or Break Moments

MAY 7, 2010

Back then, the marketing industry was abuzz about how citizen marketers were changing the landscape, whereas the second two editions have revolved primarily around the growing field of social media and how its methodologies have affected marketing as a whole. Within seven days they had commitments from 103.

Social Media 100

Social Media Customer Service 2009 2008 100

Make or Break Moments

MAY 11, 2010

When the purchase cycle in your industry is long (people only bought glasses every 3 years) it is hard to establish that relationship unless you give the customer a reason to keep coming back. People loved that. Anyway – on my soap box – thanks so much for the visit and the comment!

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

FEBRUARY 1, 2010

We can get wrapped up in our industry and forget that most normal people don’t live and breathe our world and as such – probably aren’t familiar with our abbreviations or jargon. Rather than try to communicate multiple thoughts in a single message – talk through one item before moving on to the next. Avoid jargon.

Customer Service 100

Customer Service 2010 2009 2008 100