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 […]
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 […]
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 […]
Based on some recent research data it appears as though mobile is moving up the purchase funnel. In increasing numbers, mobile users are starting the research process on their devices. Mobile users have been known for their bias for action. As a result, mobile has typically been positioned at the bottom of the traditional purchase […]
The focus is 4 Keys to Killer Customer Service, according to a Time magazine article here, are as follows: Quality Product or Service Stellar Service Time is Not on Your Side Be Prepared for Things to Go Wrong Customer service can make or break an organization…sometimes the impacts of poor/stellar service can be seen immediately and […]
Simply Measured provided a look at how companies are responding to customer service inquiries via twitter and this was used to frame our SMChat for April 9, 2014 at 1pm ET.