Browsing All posts tagged under »customer«

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.

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.

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!

The Evolution of Customer Service

April 11, 2012 by

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Customer Service and Social Media are a powerful combination. However, many organizations focus on the marketing aspect of social media and overlook the inclusion of their customer service departments. When than happens, it is only a matter of time before it becomes publicly apparent...during #SMchat at 1pm ET on April 11th, we will discuss the evolution of customer service as it is combined with social media.

Customer Service – Fix It Before It’s Broken

March 14, 2012 by

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Customer Service isn't just a department. It's a mindset. Hopefully, it's the mindset of the organization, not just the people providing front-line customer service. I really appreciate the quote from Mark Cuban, "It is so much easier to be nice, to be respectful, to put yourself in your customers' shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship." We're going to discuss 4 questions that will offer some insight into how you can fix some thing before it's broken, resulting in better service for your customers.

Social Media Isn’t Just for Broadcasting – Be Ready to Serve

October 12, 2011 by

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I’ve seen numerous posts lately about Customer Service and how people are missing the boat when using social media to meet customers’ needs or even just make a connection.  Three that instantly come to mind are: Chris Brogan’s post “Community Only Means Something If You’re Keeping It Warm” – even though his post is about […]

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