Browsing All Posts filed under »Uncategorized«

Customer Service Scalability – Challenge Accepted

July 15, 2015 by

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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

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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

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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

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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

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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 […]

Transitioning from Customer Service to Customer Experience

August 13, 2014 by

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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

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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 […]

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