Browsing All Posts filed under »Customer Service«

Customers expect better in 2015, are organizations ready to provide it?

November 12, 2014 by


We (people who contribute to the customer service conversation) work hard to create better customer experiences, look to generate improved metrics, fewer pain points, adding additional tools to help provide service...and yet, "customers aren't feeling any better." It should certainly cause us to pause and ask ourselves a few questions about our customer service initiatives for 2015. The monthly "Customer Service" feature on Social Media Chat will provide an opportunity to collaborate on achieving the ultimate customer service success - satisfied customers. Join the conversation #SMChat at 1pm ET on November 12th.

Creating Expectations for Customer Service via Social Media

September 10, 2014 by


Customer Service is critical for every company regardless of size, location, or industry.  As a customer, I try to keep it in perspective that there is a person behind my service.  Although, companies are held responsible for the service that their personnel provides (consistency in hiring is key to consistency for company customer service, but […]

Customer Service vs Customer Experience

July 9, 2014 by


Customer acquisition and retention can suffer greatly as a direct result of customer service and/or customer experience. Customers share both and when they share either via social media, their impressions are amplified. When the sharing is positive, it can create additional opportunities for an organization to grow the bottom line. When it’s negative, the ramifications can be costly and lingering. #SMChat on July 9th at 1pm ET will focus on how to identify and address the gap between customer service and customer experience. We will discuss the questions below. We hope you will join us!

Customer Service Has Always Been Social

June 11, 2014 by


With the evolution business, social media is the place where many of the customer service scenarios play out. Inquiries come faster and from so many directions, but when organizations plan for this and create an internal service mindset, the results can be beneficial to customers and companies alike. Nurturing the relationships and enhancing the customer experience, with the organization as a whole, is critical. Join us in a discussion about Customer Service and Social Media on June 11th at 1pm ET on #SMChat

The Ups and Downs of Customer Service via Social Media

April 9, 2014 by


Simply Measured provided a look at how companies are responding to customer service inquiries via twitter and this was used to frame our SMChat for April 9, 2014 at 1pm ET.

Customer Service and Social Media in 2014

February 12, 2014 by


Our questions for this week's #SMChat: Are organizations focusing on customer service metrics and goals as part of their annual planning process this year? Have you seen a shift in the role of Customer Service in an organization? Are you noticing more "social" customer service interactions? On which platforms? Where do you think the greatest opportunities lie for customer service this year? What are the expectations for customer service via social media?

Customer Service Equality: In-store must equal online customer service

November 13, 2013 by


With the biggest shopping day of the year looming, there’s been a lot of discussions about what will happen as people transition away from brick and mortar shopping and move to online purchasing.  For many businesses though, the brick and mortar storefront will never “go away.”  The best example of that type of business is […]


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