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customer service

How a Free Burrito Turned into A $55 Parking Ticket and a Great Customer Experience

April 23, 2012 by Brent Leary
with 157 views
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Bryan Solomon/shutterstock.com

The bottom line in the stories and other information Matt shared is that it’s important to keep up with the social customer – who’s adopting and adapting to technology in an continuously quickening pace. And in order to do that, you have to be committed to this philosophy of over-servicing them….by all means (and channels) necessary. [read more]

How SEO is Like Customer Service

April 23, 2012 by Eric Siu ✓
with 192 views
0

HomeArt/shutterstock.com

Good customer service and good SEO is hard to come by because not many people are willing to put in the work. All it really comes down to is working harder than your competitors and caring about your customers so much that will ‘wow’ them. [read more]

Can Better Customer Experience Be Found in Cloud?

October 3, 2011 by Ann All
with 44 views
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"Too often companies maintain all the data, processes and technologies associated with each channel in individual silos. So if a customer interacts with a company on the Web, either on a corporate website or via Facebook, that information most likely won't be available to agents in the call center. Can the cloud help companies break down these silos? " [read more]

The Social Web as a Customer Support Channel

September 16, 2011 by Michael Fauscette
with 249 views
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"SaaS vendors have a high service level with their customers, of course, so having some public way to update status and maintenance downtimes, is essential. Using social channels for support isn't just limited to software vendors though. The concept of opening up social communication channels to reach customers "when, where and how" they choose, applies across a broad range of industries, BtoC and BtoB." [read more]

You Can Only Engage Through Good Service (& Information)

December 24, 2010 by Sundeep Kapur
with 424 views
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I know that everyone has had a poor customer service experience at some point; I have had my share – my cell phone provider, an online clothier, & my ‘favorite’ airline.Outside of the huge amount of hold time, my greatest complaint had to do with lack of integration. In each instance, the “send an email” feature never connected with... [read more]

What Did Maslow Know About Customer Centricity? It Ain’t Happening!

November 19, 2010 by Esteban Kolsky
with 508 views
1

Abraham Maslow is spinning on his grave these days. So many mis-interpretations of his work and theories abound, no wonder he is being made responsible for a slew of problems in this world that don’t even belong in his ground-breaking Hierarchy of Needs. The concept of the pyramid is quite simple — humans grow as our needs are... [read more]

The Semantic Web, Part II: The Business Case and Customer Service Implications

September 26, 2010 by MIKE20 Governance Association
with 1,891 views
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In part one of this series, I broached the semantic web and semantic technologies. I described how they differ from Web 1.0 and 2.0. In this second part, I’ll cover: The business case for implementing the semantic web: How to start How the semantic web is affecting customer service Let’s go. The Business Case For any organization to... [read more]

Charlie Rose, Customer Service, and the Master Twitter Record

August 1, 2010 by MIKE20 Governance Association
with 757 views
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My post last week detailed the customer service-oriented frustrations that many of us face while dealing with large companies.Writing about it was cathartic and probably saved me at least one trip to a shrink. In a related and inspired post, Maria Ogneva writes about a future world in which companies and customers are able to... [read more]

Pink Floyd, Seinfeld, and Extremes in Customer Service

July 7, 2010 by Phil Simon
with 1,152 views
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One of my favorite Pink Floyd songs from the later years is “Poles Apart”, off of their 1994 Division Bell album. The song was on my mind yesterday and I had customer service issues with two companies–and couldn’t have been more pleased with a third. Verizon and Comcast battled throughout the day for “most frustrating, most... [read more]

Old School: Companies That Still Just Don’t Get It

June 28, 2010 by Phil Simon
with 2,068 views
3

Sometimes, it just amazes me that so many companies are old school, and not in the good Will Ferrell movie sort of way. I’m talking about the “we don’t care about our customers because they have no place to go” kind of way. I’m talking about the companies that: don’t do what you pay them to do don’t acknowledge when they’ve made a... [read more]

Does Everyone Deserve Great Customer Service?

June 4, 2010 by themaria
with 663 views
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This post was inspired by a discussion over on the CRM Outsiders blog that was in turn inspired by a discussion over on the SocialCRM Pioneers group led by Jeremiah Owyang and Ray Wang. The original question was posed by my pal Mike Fraietta of Jive Software. The issue in question was:... [read more]

An Open Letter to Jeff Bezos

March 11, 2010 by Phil Simon
with 198 views
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Link to original post. This post might not be a wise move but I never claimed to have a perfect batting average in the wisdom department. David probably shouldn’t tick off Goliath in general. In this case, when it comes to selling books, Amazon is clearly the 800 lb gorilla in book sales. Maybe I shouldn’t write this post. On the... [read more]

KPI framework for a competitive edge

November 14, 2009 by James Taylor
with 218 views
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Copyright © 2009 James Taylor. Visit the original article at KPI framework for a competitive edge.I am hosting a panel on Predictive Analytics at the Business Analytics Summit and I got a chance to attend a session beforehand where Dave Stodder presented on performance management and Key Performance Indicators. Dave began by... [read more]

Social customer service

November 8, 2009 by Michael Fauscette
with 215 views
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  One of the more promising areas of focus for social business transformation is customer service. This week at e2.0 I attended a panel discussion of social customer service moderated by Clara Shih. It was an interesting discussion and I think there are some good solid practices growing up, enabled by some new tools. Since I've... [read more]

A Tale of Two People

October 26, 2009 by Sundeep Kapur
with 83 views
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I stayed at a very nice resort recently. My check-in experience was inspirational. The service in their lounge was impeccable. As I sat in the lobby, they would always rush over to get me a drink or ask if I needed something. My plate in the restaurant would barely be empty when they would run up and offer me more. Of course, I was... [read more]

Easily Forgotten

August 11, 2009 by Sundeep Kapur
with 107 views
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They have many names – an auto-responder, trigger(ed) or reoccurring campaigns, welcome, transactional, thank you messages, campaigns on demand – regardless of what you call them, these types of campaigns are often overlooked by eMarketers. This oversight could prove to be a costly mistake, not only are there potential sale dollars... [read more]