There is a shift happening in the way that businesses interact and build relationships with their customers. This appears to be a result of the expectations that customers have. Brands are evolving their models to shift the mindset from customer service to customer experience. Although the two are related, this is a significant shift in […]
Based on some recent research data it appears as though mobile is moving up the purchase funnel. In increasing numbers, mobile users are starting the research process on their devices. Mobile users have been known for their bias for action. As a result, mobile has typically been positioned at the bottom of the traditional purchase […]
The focus is 4 Keys to Killer Customer Service, according to a Time magazine article here, are as follows: Quality Product or Service Stellar Service Time is Not on Your Side Be Prepared for Things to Go Wrong Customer service can make or break an organization…sometimes the impacts of poor/stellar service can be seen immediately and […]
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.
I owe a huge debt of gratitude to my co-moderator Autom @autom8 for his stellar solo performance the past couple of months. I’ve just completed an extended assignment and I am excited to return to the chat. Recently I have noticed a number of studies and charts that show mobile behavior is changing, we have […]
Customer Service and Social Media are evolving quickly. It is in the best interest of organizations to connect the two, in order to maximize the benefits from customer service and social media. However, if Customer Service and Social Media do not fall under the same overarching organizational structure, they should be connected by intracompany goals […]
There are so many costs of poor customer service and yet, it appears, that many organizations ignore these costs. How many times have you suffered a poor customer service experience simply because the employee you were dealing with wasn’t empowered to make your service better? Did you choose to take your business elsewhere as a […]