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Customer Service

  • Customer Service: Automated, Templated, or Customized

    Customer Service: Automated, Templated, or Customized

    Many organizations struggle with setting up a digital response strategy.  How do you trust front line staff to answer properly, if they don't know the policies?  How do you have a consistent response, no matter who responds, or when?  How do you provide these responses, whether the channel is the website [More]

  • Powerful Posts or Contrived Conversations

    Powerful Posts or Contrived Conversations

    Nobody asked me to write this post, but it is an exceptionally powerful one. Have you noticed that many (most?) online posts by organizations seem contrived? They are sales-focused, or narcissistic, or they're trying just a bit too hard to be friendly.  It is someone's day job - a "community [More]

  • Inbound Web Contact Strategies

    Inbound Web Contact Strategies

    Have you ever gone to a website, and for whatever reason, felt the need to actually contact the organization? You may have a product or service question, or you may have a technical issue that needs resolution. Or perhaps a billing error that needs to be fixed. Unfortunately, many organizations [More]

  • Being Real

    Being Real

    What's your reaction when you read a company newsletter, instruction manual, or other corporate communication?  Do you think it is plastic, anti-septic, and homogenized?  If so, you're like most people - they see corporate-speak as fake, and they can sniff it a mile away. The best communicators have always known [More]

  • Scenario Planning: Social Response Strategy

    Scenario Planning: Social Response Strategy

    What do you do when you are disappointed with a product or service that you have purchased?  Most people turn to the web: a quick check on Google solves many problems.  And a few choice words on Twitter or Facebook can let everyone know about the experience. From an organization's [More]

  • Online Customer Service

    Online Customer Service

    How often are you disappointed by poor service?  For most people, the answer is too often. The reasons for poor customer service range from poor hiring, ineffective (or invisible) training, poor attitude, and inadequate resourcing.  Most customers don't really care why - they'll vote with their feet and leave.  They [More]

  • Social Choice: Ignore, Listen, Join or Host

    Social Choice: Ignore, Listen, Join or Host

    Think back to when you last bought a book - did you check the reviews on Amazon? When you last booked a hotel - did you check the hotel rankings?  There is an incredible conversation happening on the social web, and for the first time in history, there is transparency: [More]

  • Social Customer Service Strategy

    Social Customer Service Strategy

    Ever feel slighted, ignored, disenfranchised, "sold to", taken for granted, or just plain commoditized? For many prospects, these feelings are what prevent a sale from taking place. They prevent repeat sales, prevent referrals, and encourage negative word-of-mouth. Clearly, great customer service - supported by great training and great management - [More]

  • Social Media Carrot and Stick

    Social Media Carrot and Stick

    While corporations are trying to figure out how to use the Social Media carrot to entice their customers to buy, their customers are using a powerful Social Media stick when it comes to expressing their disappointment and dissatisfaction. In the olden days, corporate policy may have been the customer is [More]

  • Closing the Expectations Gap

    Closing the Expectations Gap

    Expectations matter.  I recently had the pleasure of spending time in Houston, Texas. The people were friendly, the weather was great, and the event was a success. I stayed in one of the nicer hotels, The Westin, which was convenient, but also because of a great prior experience there. They [More]

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