Customer Service Through Social Media: The game has changed

Customers Rock!

Harry is with Useful Social Media , and I will be presenting at their New York Conference on Social Media and Customer Service next week. Plus, Harry interviewed me about my book, The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers.

Killer Customer Service, or Customer-Killer Service?

Customers Rock!

Keep customers coming back so they will continue to earn points and hopefully continue to spend money with the business. This is most likely intended to help the airline stay top-of-mind with the customer and gently encourage them to book their next flight with the airline.

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The attitude of customer service

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Projecting the right attitude when delivering exceptional customer service makes a big difference. My initial impression most likely will be affected by the friendliness and kindness of the customer service agent; whether it is my first experience on the phone, by email, or in person.

How to establish a customer service culture

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Customers frequently offer feedback; sometimes it is solicited, and sometimes it comes back as a complaint or a question. No matter how the delivery, it comes down to what you do with the feedback that keeps customers and affords an organization the opportunity to build customer loyalty.

The 4 Biggest Customer Service Mistakes You Can Easily Avoid

Small Business CEO

We have all heard it said that a service by a particular business, when it exceeds your expectations, is done from the heart. I do not doubt that but it is also my belief that customer service is the heart of any business, no matter its size.

Courtesy, riots, customer service and employee engagement

The Small Business Blog

Over the last few days a series of reports by Parliament, the police and the press have been released looking into the cause of England’s August riots. You can read an overview in the BBC article: Were the riots caused by bad manners? In each of the reports, one trend/word/observation/conclusion….call call it what you will has…

The need to improve customer service in our schools

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School districts are obligated to deliver good customer service. Beginning with the Superintendent and the Board, customer relationships with parents and students should be approachable and reliable. Customer Satisfaction Customer Service Little Things, Big Differences

Customer services rate customer service

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It doesn’t take much to set up an attractive website, display some fine merchandise or services, and go about the business of selling. We used to be able to call the Better Business Bureau and get ratings for how effective a company’s reputation was or how customers were treated.

Is your customer service “naughty” or “nice?”

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Consumer Reports does qualify their list as neither an approval or disapproval of an organization as a whole, but Tod Marks, the senior editor and resident shopping expert states it is about “specific policies regarded as customer friendly.”

Every employee can contribute to customer service excellence

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“Wow&# customer service isn’t about what we learn in manuals; it’s about behaviors and the development and encouragement of excellent habits. In the poor service category, a whopping 68 percent of consumers consider indifference of employees as bad service.

Can your business measure up on customer service?

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The 2011 Temkin Experience Ratings surveyed 6,000 different consumers from 143 different companies which included retailers, banks, hotels, and financial institutions. So what makes a company measure up on customer service? Can you measure customer satisfaction?

Personalize customer service and make it happen

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Personalizing customer service consists of targeting an audience and acting on specific objectives to increase business, build brand loyalty, and attract new clients or customers. I promise – we all remember and appreciate that personalized customer service.

Providing the customer service that your customers deserve

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Shopping for products and services are no longer defined by the hours between 9:00 a.m. Regardless of how customers choose their shopping venues, outstanding customer service still sets organizations apart from their competition.

Employ more customer service options to provide a concierge level of excellence

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It’s not that we need surveys to show which organizations step out of the box to ensure a concierge level of excellence so coveted by consumers; organizations like Zappos, Amazon, and Nordstrom essentially offer everyone “fantastic” service. In 2011, over 72.6

Amazon.com still a leader in customer service

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Amazon.com’s newest customer service facility opened on Friday with a fanfare of speeches and a ribbon-cutting ceremony. The new site will provide the company with more flexibility to train workers and take care of customers.

Customer service and the impact of social media

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So how does all of this fit into the ever broadening sea of customer service? That particularly would apply to customer service complaints and questions. And don’t forget to make social media useful for customers.

U.S. airlines improving customer service?

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The trade industry organization Airlines for America has reported customer service for airlines improving in three different areas. CNN states mishandled baggage was at an all time low for 2011 – 3.39

I’m telling my friends about the bad customer service

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At the time and day this poor service happens we are angry, and we vow the moment we get home we will get a letter out to the CEO of the company and reiterate the miserable events of either our last purchase or service. So who do we tell about bad service? Still imagine all the damage this entire bad customer service experience has had on the business. Some organizations seem to have misplaced the concept of customers first.

Customer experience is an integral part of customer service

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It’s called the customer experience, and it angered so many people and the word eventually got around. When a customer didn’t follow the dictated regimentation, the store owner would say, “No soup for you!

Can personal customer service survive in a digital world?

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There’s hardly a moment when someone isn’t consulting Google to learn more about a product, a person, or a service. While the digital realm can indeed help all of us to buy smarter, perform better, and be better educated, can it ever replace a human at the hub of customer service?

Time to outshine your competitors with your customer service

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Customers are just tired of dealing with retailers who ignore customer service while pretending to have it. If I see an advertisement that says, “New and Improved Customer Service,&# doesn’t that already imply there was something wrong with their original service?

Customer service ratings for airlines during Hurricane Irene

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If you had to cancel your flight because of Hurricane Irene, you may have been waiting on a “a virtual holding pattern&# for a customer service representative. In the end, it is all about customer service, isn’t it?

‘Tis the season to rev up the customer service

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Statistics for the 2011 shopping holiday season look a little scary for merchants this year. What are some of the incentives businesses offer to maximize a customer’s buying experience?

Smile more to improve your customer service and grow your business

The Small Business Blog

Are you like me and sometimes wake up in the morning with a song in your head that you just can’t quite shake? Well, the other day I woke up and had the song ‘People should smile more‘ by Newton Faulkner. Singing along to that song for most of the day got me to thinking…

Internet retailers should capitalize on customer service

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Customers are definitely interested in low competitive prices, but if you’re a small to medium company, there’s going to be a problem competing with the large companies, so the focus is going to have to fall on customer service if you’re going to survive.

Don’t cut the customer service budget

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The economy leaves customer service budgets strained, and more than one company has trimmed their services back, but according to the Institute of Customer Service, chief executive Jo Causon, quality service is even more important in times like this.

Google enters into customer service industry with Trusted Stores Program

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Critics are saying that Google has entered into the customer service arena which in the past directly contradicts their automated tech abilities and less than stellar customer-centric talents. A potential customer will be able to see who ships quickly and their reliability.

Airports and excellent customer service – can it really be?

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The airport has a four-story amusement park for the children, and in Terminal 3, a city in itself, such passenger services as a dry cleaner, medical center, grocery store, pharmacy, jewelry and clothing stores all at one’s fingertips.

How Zappos Affects Your Customer Experience

Customers Rock!

Who is your customer experience competition? Organizations should be asking this question: Which companies have the best practices in customer focus across all industries ? She wanted to share a customer service story with me and get my take on it. Ask your customers.

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What it takes to succeed as a customer service representative

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The best customer service representatives focus on people. For anyone considering a career in customer service, one must initially be able to handle stress, handle pressure, maintain friendly interactions with customers, and follow through on tasks.

Lowering the Customer Service Bar

Make or Break Moments

After my most recent blog post, basically giving up on our ability to make a difference in the customer service experience, I read this response from a group member on LinkedIn: This is a great conversation to show how the bar of customer service keeps being set and re-set…lower and lower. Attitude Customer Moments Expectations empathy consumers customer expectations customer service lowering the bar

Announcing my first book: The Hidden Power of Your Customers

Customers Rock!

And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. In fact, one of the reasons I started Customers Rock!

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Poor customer service results in long term brand damage

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American Express Global Customer Barometer, a survey conducted in ten countries examined the public attitudes and preferences of consumers toward customer service. Just think about the effects of poor customer service on our own shores and how easily bad news spreads so quickly.

Chick-fil-A recipe for excellent customer service

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Today in the Jonesboro, Arkansas Regional Chamber of Commerce presentation, franchised restaurant operator and owner of Chick-fil-A, Mike Fullington explained to his audience how customer service can have an impact on a person’s day and even his life.

Bringing more customer service strategies to traditional shopping stores

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Primarily the best defenses against customers sitting in front of their computers and buying products is to compete in price, selection, and customer service. Customers like to touch, feel, and taste; it’s all part of the retail experience.

Customer service for Web users?

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Isn’t that all part of customer service; to protect our privacy wherever we shop? Surely the entrepreneurial technology gurus have an idea how to protect customer privacy. Angry Customers Behind the Scenes Customer Service Proactive

To deliver world-class customer service

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A customer-centric strategy is the best way to deliver world-class service, and it all starts with the initial point of delivery. Let’s face it – without customers there is no business. The experiences however, remind me of what world-class service can offer.

Personalizing online customer service live chat

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As the popularity of online shopping continues to grow by giant leaps, so does the need for online customer service. When I go to the mall, service representatives use hand gestures and facial expressions to convey a message to me.

Customer service representatives are heroes too

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On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone.

Customer service actions to guarantee repeat business

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Great products and great service add up to a successful business, and keeping your customers coming back and spending their money in your organization continues to be more competitive. Customers and clients always like to be recognized.