Browsing Archives of Author »Amber Cleveland«

Customer Service Best Practices for Social Media

January 20, 2016


There was recently a great article on Mashable, “Customer service best practices: Making social media a two-way conversation.” We will consider this article when we are having the January 20th SMChat that focuses on customer service. The author of the article, Stephanie Walden, lists seven best practices for engaging on Social Media with Customers: Your customers […]

Customer Service and Social Media – Back to the Basics

December 15, 2015


During the last customer service feature on SMChat, we discussed trends and tools for 2016. As 2015 comes to a close, I would encourage organizations to think about customer service basics. Some organizations are so focused on wowing customers with slick advertising/shiny objects and they miss out on the basics, which costs them in customers, customer […]

Customer Service 2016

November 18, 2015


It’s hard to believe that it will be 2016 in a little more than a month. Business plans are well underway for the coming year. When considering plans for customer service and social media in 2016, look to predicted trends as part of your planning process.  When we discussed 2015 trends, we included the chart […]

Customers Expect Better Customer Service. Is Your Organization Prepared to Deliver?

October 20, 2015


We are in the 4th quarter of 2015…time flies, unless you’re on hold waiting for customer service and then every second seems like an eternity. I rarely find myself on hold these days because I am generally happier finding the answer myself or reaching out via social media, I’d rather do just about anything than […]

Customer Service Expectations are Created Everywhere

September 16, 2015


Customer Service starts long before the customer calls, tweets, facebooks, texts, IMs, chats, emails, etc…It begins the first time that a customer hears about/sees your organization. Sometimes organizations do not realize that they have started building a customer experience. As businesses focus on the brand, sales, lead generation, and other business activities, they may overlook […]

Working Backwards to Create a Forward-thinking Customer Experience

August 19, 2015


What kind of experience are you trying to create for your customers? What service model are you using to get there? Are you working backwards? You should be. Design from the desire state back to where you are, this will create the road map to where you want to go. Many times when we discuss customer experience and […]

Customer Service Scalability – Challenge Accepted

July 15, 2015


Customer service scalability at speed is critical for business. B to B and B to C organizations can learn from one another in regards to scaling the service that they provide. I recently read an article, 6 Steps to Building a Super Scalable Customer Service Roadmap, and thought about the need for organizations to take […]

Customer Service and Social Media – A Match Made In…

June 17, 2015


Customer Service and Social Media, the two are virtually inseparable.  The sticky point is that many organizations were not prepared to come to this juncture so quickly and have not determined the best way for the two to marry.  As organizations scramble to decide where Social Media belongs, they also have to take a look […]

Omni-channel Customer Service

May 20, 2015


There was a great article via Harvard Business Review, When to Offer Fewer Customer Service Channels. And it brought a few great questions to mind that we will address as part of the May 20th Social Media Chat at 1PM ET. Customer Service is critical for every company regardless of size, location, or industry.  It is […]

Approaching Customer Service with EASE

April 15, 2015


The April 15th focus of #SMChat will be how we approach Customer Service with EASE…it doesn’t need to be difficult to be great and it certainly doesn’t need to be complicated. Educate Customer Service teams on the organization (mission-vision-values), the product/service provided, the process for resolving issues, how to be the voice of the organization […]