Customer Service

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Customer Service and AI – Across Generations

August 16, 2017 by amberlcleveland

A recent post, “The Future of AI (Artificial Intelligence) in Customer Service,” partially serves as the inspiration for the August 16th #SMChat. The other part stems from a consideration of how the various generations in my family prefer to receive service. My grandmother, who is celebrating her 80th birthday today, (Happy Birthday Grandma! She will […]

Good Customer Experience Requires More Than a Quick Fix

March 15, 2017 by amberlcleveland

If someone were listing costly items for businesses, band-aids would probably not appear on the list. However, after reading a recent article by Sarah Dean, “Are you Band-Aiding your Design or Customer Experience (CX)?” I believe that band-aids may be the most costly item for any business. She astutely identifies the ramifications of “band-aiding” customer […]

Customer Service in 2017 – Trends and Tips

January 18, 2017 by amberlcleveland

Did I really just type 2017? It seems like time is really flying…I guess I’m having fun. We are nearly 3 weeks into the new year and every one is moving full steam ahead into achieving Q1 results, but as they are moving ahead, are they looking ahead? It is important to be aware of […]

Customer Service SWOT Analysis for Better Outcomes

November 16, 2016 by amberlcleveland

Customer service is critical to organizational success. As the business environment continues to evolve rapidly, you have to be prepared to meet the needs/wants of your customer. If you aren’t thinking ahead, you are guaranteed to fall behind. One tool that can help provide insight into your business and where you can go is a […]

Customer Service Predictions 2015

March 17, 2015 by amberlcleveland

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.

Poor Customer Service Can Be Costly, Very Costly – It Could Cost Comcast $45 Billion

February 18, 2015 by amberlcleveland

Customer service can make or break an organization, it may cost Comcast $45Billion. We will focus on customer service impacts and outcomes during the February 18th Customer Service Feature on #SMChat. We hope that you will join us at 1pm ET for a lively discussion.