Browsing Archives of Author »Amber Cleveland«

Customer Service Expectations are Created Everywhere

September 16, 2015

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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

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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

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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

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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

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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

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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 […]

Customer Service Predictions 2015

March 17, 2015

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The March Customer Service Feature for #SMChat will focus on predicted emerging trends in customer service. It is always a lively, engaging conversation and we hope that you will join us at 1PM ET on Wednesday, March 18th. As we approach the end of the first quarter, now seems to be an appropriate time to review the predicted Customer Service trends for 2015 and how they are impacting our businesses. We will also discuss, whether or not there are any trends that you expected to see and haven't seen yet.