Browsing All Posts filed under »Uncategorized«

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 […]

Time to Embrace a Mobile First Mindset?

June 3, 2014 by


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 […]

Is Your Customer Service Making or Breaking You?

May 14, 2014 by


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 […]

The Ups and Downs of Customer Service via Social Media

April 9, 2014 by


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.

Mobile App Usage Increasing for 2014. Charting the future.

April 1, 2014 by


I owe a huge debt of gratitude to my co-moderator Autom @autom8 for his stellar solo performance the past couple of months. I’ve just completed an extended assignment and I am excited to return to the chat. Recently I have noticed a number of studies and charts that show mobile behavior is changing, we have […]


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