Customers Rock!

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Expert’s Corner: Delivering Voice of the Customer

Customers Rock!

It goes far beyond monitoring the chatter on Twitter and other social media platforms or performing your annual customer satisfaction survey. In fact, only 23 percent of the senior marketers surveyed said they were using enterprise technology to engage, listen and respond to customers in real-time. And it’s not as easy as it sounds.

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Expert’s Corner: Kevin Stirtz on Real People Rock!

Customers Rock!

A smart, informed and engaged employee is better equipped to serve customers than a manager whose contact with customers comes from reports and surveys. How much time does management spend serving customers? Probably very little. Scripts tend to serve the company’s interest first.

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Customer-Obsessed Service

Customers Rock!

Customer Obsessed Service means a company is attentive to what their customers are saying via social media (and via other mechanisms as well, including surveys, comments to sales, feedback to customer service reps, etc.) Sometimes customers may be whining, and sometimes customers may have a real problem that needs to be addressed.

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Tweets Not All Sweet on Black Friday

Customers Rock!

In a previous customer survey, Tealeaf found that 51% of online shoppers said social media had influenced their online transactions. Geoff shared with me that these numbers are similar to the percentage of customers that experience online shopping frustrations on non-holiday occasions; there were just a lot more of them over the last weekend.

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Customer-Obsessed Service

Customers Rock!

Customer Obsessed Service means a company is attentive to what their customers are saying via social media (and via other mechanisms as well, including surveys, comments to sales, feedback to customer service reps, etc.) Sometimes customers may be whining, and sometimes customers may have a real problem that needs to be addressed.