Can Facebook emotionally manipulate customer service?
JULY 2, 2014
We do research to improve our services and to make the content people see on Facebook relevant and engaging as possible. So what did they do?
Personalize your customer service
JULY 10, 2013
Of course whether we use one company or service over another usually stems from past reputation, helpfulness, integrity, or a friendly referral.
Making sure you receive great customer service
APRIL 15, 2012
So does getting angry and raising your voice get one better customer service? Did the clerk at the store sell you the wrong sized drill?
Getting back to the basics of effective customer service
JUNE 25, 2012
Might we just build trust and more satisfied customers by getting back to basics, and using proven methods of success? Can you think win-win ?
Take lessons from the leaders in customer service
MAY 21, 2012
Customer service needs to be more than just a smile and a representative having memorized the instruction manual.
How to deliver happiness with customer service
APRIL 21, 2011
Did you ever come home with something you purchased that made you really happy? Take for instance my latest trip to the hardware store.
Can personal customer service survive in a digital world?
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. The conversion.
Zappos customer service ‘core values’ sets record for longest call
JANUARY 3, 2013
Zappos’ Customer Loyalty Team repeatedly exceeds expectations of the family culture CEO Tony Hsieh envisioned as his passion for customizing customer service always remains a number one priority 24 hours a day and 365 days a year. And to Shaea’s credit, the caller did purchase a pair of Ugg boots.
Is your customer service “naughty” or “nice?”
NOVEMBER 22, 2011
” Let us start with the “naughty” category and what customers are most likely to consider a bit underhanded and offensive.
Google enters into customer service industry with Trusted Stores Program
JUNE 11, 2012
The Google Trusted Stores Program will rate online stores on their delivery of an overall customer experience. So how does the new program work?
Personalize customer service and make it happen
SEPTEMBER 26, 2011
Well chosen and thoughtful promotional items can also have an impact on personalizing customer service. photo credit: Ktoine.
Every employee can contribute to customer service excellence
MARCH 7, 2011
Every employee can contribute to outstanding customer service, share with others, and together display the professionalism every organization desires.
Customer service mistakes that go bump in the night
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.
Amazon.com still a leader in customer service
NOVEMBER 7, 2011
Amazon.com’s newest customer service facility opened on Friday with a fanfare of speeches and a ribbon-cutting ceremony.
I’m telling my friends about the bad customer service
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. So who do we tell about bad service? That my friends is what makes great customer service.
How ramping up customer service is paying off for Home Depot
AUGUST 21, 2012
Home Depot scored an overall ranking of 95.81 – ranking number 30 out of 553 companies that have a Customer Service Scoreboard rating.
Customer experience is an integral part of customer service
APRIL 8, 2011
It’s called the customer experience, and it angered so many people and the word eventually got around. What happened? Next..
BMW modeling customer service innovations after Apple
FEBRUARY 14, 2013
All Genius Personnel will be salaried, and if a customer is interested in purchasing a car they will be referred to a salesperson.
‘Tis the season to rev up the customer service
NOVEMBER 10, 2011
What are some of the incentives businesses offer to maximize a customer’s buying experience? photo credit: Zürich Film Office.
Chick-fil-A recipe for excellent customer service
AUGUST 19, 2011
That sounds more like the upscale restaurant we visit once in a while, but the Atlanta-based franchise is well-known for its passion and service.
Bringing more customer service strategies to traditional shopping stores
SEPTEMBER 15, 2011
By 2014, consumer purchases using e-retail is expected to exceed $249 billion. Consumers know prices, know products, and know good service.
Building a better customer service experience with expert branding
OCTOBER 16, 2012
We all know who our favorite designers are, our favorite beverages, and our favorite services. Brands get turned into lifestyles.
Counting down holiday shopping days: Great customer service needed
DECEMBER 12, 2012
What we don’t like however, are problems with the merchandise or services we purchase. Photo from Flickr.
To deliver world-class customer service
MAY 16, 2011
A customer-centric strategy is the best way to deliver world-class service, and it all starts with the initial point of delivery.
Customer service actions to guarantee repeat business
MAY 11, 2011
Occasionally send your customers a small trinket honoring your appreciation of your clients; it doesn’t have to be expensive.
BYOD Improves Customer Service Workflow
FEBRUARY 4, 2013
These two concepts have the potential to become a reality with the latest trend in customer service, BYOD or "bring your own device."
Customer service goes to court?
JANUARY 4, 2011
The case of Systemgraph, a support company approved by Apple, and Greek physician Dimitris Papadimitriadis are becoming an Internet sensation, and it’s all about customer service or the lack thereof – depending which side you find defensible that is. He did not purchase the computer from Systemgraph.
Customer Service – The Small Business Advantage!
The Small Business Blog
JANUARY 25, 2011
Customer service is one of the few great advantages that a small business has over a larger competitor. Although they are unlikely to be able to compete on price, they have the potential to provide a far more personalised and caring customer care experience. Share This.
When a customer service representative is limited to talk time
SEPTEMBER 21, 2011
So is each customer service agent in this very confusing section of mortgage modifications only allotted ten minutes to answer customer questions?
When customer service defines a business culture
FEBRUARY 2, 2011
Culture is how an organization operates whether you chalk it up to customs, attitudes, or etiquette. Let us begin with hiring employees.
Customer Experience Food for Thought
MAY 4, 2012
As many of you know, I have been doing quite a bit of traveling lately, speaking about my book and sharing the Customers Rock! Missing the Mark.
Is British Airways providing better customer service or are they stalking you?
JULY 9, 2012
British Airways has initiated a new customer service program called “Know Me.” Customer service for Web users?
Empower employees to deliver better customer service
MARCH 30, 2011
The art of customer service stretches well beyond the product, the prices, and the reliability of an organization. So how is that done?
Of car dealerships and customer service
FEBRUARY 22, 2011
Part of the criteria used to measure customer satisfaction were the “touch points of people, presentation, process, product, and price.
Why do customers want to keep coming back?
JANUARY 22, 2013
There’s only one chance to make a great first impression; that very moment you turn a customer off when something goes awry is the same moment the competition tries to reel him in with a more attractive offer and a lot of new promises. The best of customer service begins with the perception of exactly what a customer expects.
Finding a real person when contacting customer service
JUNE 21, 2011
Getting through to a real person is the number one complaint of customers who either need help with their service or product or have a complaint.
Measuring the Impact of Social Media
JANUARY 24, 2012
This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. What are the costs? Measuring the gains.
Has the holiday shopping season started off with quality customer service?
DECEMBER 1, 2011
Hardly sounds like much customer service was going on. Angry Customers Customer Satisfaction Customer Service
The art of meeting customer expectations
APRIL 15, 2011
Managing customer expectations are closely tied to an organization’s consistent and accurate ability to communicate.
‘Social listening’ can help businesses become more effective
OCTOBER 15, 2013
Michael Dell’s “direct-to customer-heritage” starts with training. Can personal customer service survive in a digital world?