On The Job

JULY 22, 2010

Helpful information and advice from Americas favorite workplace columnist About Anita Blog Books Syndicated Column Interviews Career Links Contact Thursday, July 22, 2010 Is Using Social Media at Work a Good Idea? Cavalli points out that social media interaction isn’t always about discussing a new movie or dishing the latest gossip.

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Customers Rock!

AUGUST 16, 2012

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible. In my book , I talk about Killer Customer Service.

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APRIL 15, 2014

Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service. So who are the most successful customer service representatives and how is that achieved?

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MARCH 14, 2014

Facebook gives organizations the opportunity to “WOW” customers with their human and approachable touch so important to building business, loyalty, and the development of a company’s brand. Take advantage of social media; it’s here to stay.

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FEBRUARY 6, 2013

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?

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Customers Rock!

MAY 28, 2012

Social Media CRM, or Social CRM, is getting a lot of air time these days. When not blogging, on Twitter, or on Facebook, she is marketing WikiThreads , her small business featuring Dallas t-shirts and logo embroidery. Thanks for chiming in on Customers Rock!, But where does it fit? Product Knowledge. People Skills.

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APRIL 10, 2013

The Customer Service Survival Kit was written by Richard S. Gallagher, a practicing psychotherapist and the author of many customer service books who has trained over 20,000 people on how to handle the most daunting situations with customers while improving their confidence and an organization’s customer relations.

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Small Business CEO

OCTOBER 14, 2013

Social media has invaded modern life and anyone not on any of the big three platform is practically unknown. Although long overdue, businesses are finally embracing social media as the new platform to make them known. However, businesses are now beginning to see social media in a new light.

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DECEMBER 27, 2010

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. Interestingly enough, the social trends since 2008 have grown exponentially. photo credit: MoritzBarcelona.

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OCTOBER 28, 2011

Market Tools, a software and service provider for management and research conducted a survey of 331 companies with an annual revenue of more than $10 million annually. Of those organizations, 23 percent rely on social networks to support their customer service and to provide feedback. photo credit: Rubber Dragon.

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OCTOBER 27, 2011

Market Tools, a software and service provider for management and research conducted a survey of 331 companies with an annual revenue of more than $10 million annually. Of those organizations, 23 percent rely on social networks to support their customer service and to provide feedback. photo credit: Rubber Dragon.

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SEPTEMBER 16, 2013

This week was a drama-filled example of a customer “gone wild” when an incredibly frustrated customer service recording from Reddit was made public on YouTube. Was the customer service rule at the company never to hang up on anyone or be fired?

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MAY 21, 2013

No doubt, it has been a tough week for customer service. Internal Revenue Service acting agency head, Steven T. Miller who is resigning from his post stated earlier this week: “I can say generally, we provided horrible customer service. A popular solution is to take it to social media.

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JUNE 14, 2013

So are there different levels of service for credit card customers depending on one’s credit and past financial history? Unfortunately some credit card companies rate the effectiveness of their customer service representatives by how quickly they can get the consumer off the phone, and then onto the next.

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JUNE 29, 2011

Front-line customer service representatives impact our everyday lives. Whether we are returning sour milk to the local supermarket or our new car with only 6,000 miles has been in the repair shop more than it has been on the road, representatives who deal with the public are significantly important to each organization.

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AUGUST 25, 2011

Peter Shankman is an author and frequent customer service blogger who has an impressive 100.000 Twitter followers, so the other day he used an experience to allegedly show how companies treat their good clients. I don’t eat meat.). So guess what? photo credit: missmeng.

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MAY 21, 2012

There is no relaxing elevator music where I can work until an agent answers; instead I’m forced to listen to a litany of advertisements offering me more services that might very well call me back to this same maze of customer service mediocrity. So what makes Zappos.com a leader in customer service?

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DECEMBER 20, 2010

Every business is bound to have unhappy customers; there’s always some variable that can go wrong despite all safeguards to make things perfect. Great customer service extends beyond answering the phone after two rings, beyond the twitter and Facebook entries, and even beyond the gentle ego stroking of an already angry customer.

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AUGUST 7, 2012

In the neighborhood deli, your favorite flavor of coffee cream sits waiting for you in the refrigerator, and at the office supply store the owner knows the brand of your copier and offers you a 10 percent discount because you are a regular customer. How an organization handles the situation can differentiate you from the competition.

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OCTOBER 17, 2011

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. Still imagine all the damage this entire bad customer service experience has had on the business.

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AUGUST 8, 2011

Once upon a time a client or customer would call a business on the telephone or write a letter; whether it was a complaint or compliment, the conversations remained private. As we fast forward to the 21st century however, organizations have been forced into finding new ways to deal with public feedback. photo credit: paulswansen.

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Customers Rock!

SEPTEMBER 6, 2011

Organizations should be asking this question: Which companies have the best practices in customer focus across all industries ? I recently exchanged Facebook messages with Deb Robison , a smart marketing and social media gal. She wanted to share a customer service story with me and get my take on it.

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FEBRUARY 2, 2011

Culture is how an organization operates whether you chalk it up to customs, attitudes, or etiquette. I doubt there’s a customer service story about successful culture that does not include the examples of Zappos or the Ritz Carlton, but don’t we all want our own unique successful culture?

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Customers Rock!

MARCH 30, 2010

The radio program is really an extension of this blog; you get to hear my voice as part of an hour-long conversation around the topics we all know and love here: customer experience, customer service, loyalty, marketing, and social media. Customers have changed, and customer expectations have greatly changed!

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Customers Rock!

FEBRUARY 4, 2010

I have been reading quite a few blogs and comments lately about how social media and customer service need to come together. There has also been a lot of talk about the Social Customer and its importance. Service is the New Marketing. My current role is in this area, and it is indeed a complex one.

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DECEMBER 10, 2010

Are you still showing your customers that you appreciate their business all year round? You want to show sincere appreciation for customer patronage and want them to feel valued for making the choice of spending their hard-earned money at your organization. Don’t just promote your product, but give something valuable.

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Customers Rock!

MAY 5, 2011

The Hidden Power of Your Customers is a book about how to focus on your current customers so that you can lengthen and strengthen your business relationship with them, thus bringing about increased customer loyalty, customer advocacy, and ultimately increased referrals. But customer service is not enough.

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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. Has that happened to you?

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OCTOBER 15, 2013

The buzz phrase “social listening,” also known as social media monitoring, can help organizations and businesses be more effective and build stronger brand relationships. Perhaps the Dell story with the “power to do more” further explains the concept of “social listening.”

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NOVEMBER 19, 2013

In the world of social media, where consumers publicly speak out against poor customer service, it has been estimated that U.S. businesses can lose $60 billion in future sales of goods and services. So what enrages customers the most and how can we improve our services? photo by: Daquella manera. .”

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APRIL 8, 2011

When a customer didn’t follow the dictated regimentation, the store owner would say, “No soup for you! And it wasn’t isolated incidents; there were never exceptions, nor were there ever any allowances for loyal customers who consistently were there on time.

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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.

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JUNE 4, 2010

A linchpin, as Seth describes it, is somebody in an organization who is indispensable, who cannot be replaced—her role is just far too unique and valuable. My father would say “Why are you working so hard – it doesn’t say Debbie Vision over the door?&# All inspired by Seth Godin. So what is a linchpin ?

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SEPTEMBER 23, 2010

Service Untitled The blog about customer service and the customer service experience. Assuming an organization has quality products, and they are reasonably priced, can we find different ways to market both our wares and our abilities? After all, aren’t you profiting from that too? At a local.

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SEPTEMBER 4, 2013

Most of us take great pride in the excellent products or services we provide, but let’s face it – there are many great organizations and service providers who do the same thing. At one time, the only way to really figure out what customers wanted was through either the customer service help desk or via telephone.

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Eco-Office Gals

DECEMBER 23, 2012

Social networking. Pretty much everyone has jumped aboard the social media bandwagon at this point, garnering likes, pluses, retweets, and the works along the way. Many feature products that are recycled, organic, sustainable, and even biodegradable. Customer service. Product packaging.

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Allwork

AUGUST 31, 2023

In this digital age, a well-designed website isn’t just a luxury—it’s a necessity with immense potential. Remember, your website isn’t just about pretty visuals; it’s about connecting with people who share your coworking vision. Your visitors shouldn’t feel that way on your website. Comfy chairs?

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