Browsing All Posts filed under »Uncategorized«

Working Backwards to Create a Forward-thinking Customer Experience

August 19, 2015 by


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 by


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 by


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 by


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 […]

Customer Service Week is a Great Time to Focus Your Efforts

October 8, 2014 by


Did you know it is Customer Service Week? And even though it wasn’t planned, it coincides with the SMChat monthly Customer Service feature at 1pm ET October 8th. Customer Service Week is a great time to examine your customer service metrics, standards and initiatives.  It is also important to recognize the customer service professionals within […]

Creating Expectations for Customer Service via Social Media

September 10, 2014 by


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 […]

Transitioning from Customer Service to Customer Experience

August 13, 2014 by


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 […]


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