Browsing All posts tagged under »Planning«

Good Customer Experience Requires More Than a Quick Fix

March 15, 2017 by


If someone were listing costly items for businesses, band-aids would probably not appear on the list. However, after reading a recent article by Sarah Dean, “Are you Band-Aiding your Design or Customer Experience (CX)?” I believe that band-aids may be the most costly item for any business. She astutely identifies the ramifications of “band-aiding” customer […]

Customer Service and Social Media in 2014

February 12, 2014 by


Our questions for this week's #SMChat: Are organizations focusing on customer service metrics and goals as part of their annual planning process this year? Have you seen a shift in the role of Customer Service in an organization? Are you noticing more "social" customer service interactions? On which platforms? Where do you think the greatest opportunities lie for customer service this year? What are the expectations for customer service via social media?

Customer Service – Fix It Before It’s Broken

March 14, 2012 by


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.