Browsing All Posts filed under »Customer Service«

Customer Service Predictions 2015

March 17, 2015 by

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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.

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

February 18, 2015 by

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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.

You Have to be the Customer to Deliver the Best Customer Experience

January 21, 2015 by

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Do you fit into your customer’s shoes? Do you even know what they look like? These are important questions to consider when designing the customer experience. You have to be able to walk a mile in your customer’s shoes, it’s the entire journey not just a snapshot that will yield the greatest insights into what […]

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

November 12, 2014 by

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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

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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

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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

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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

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