It's not all politics and lagging government websites: the Affordable Care Act, signed into law back in 2010, is beginning to have serious implications for businesses large and small.
One of the law's key effects is a sea change in customer expectations when it comes to health care. Once...
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Online and mobile applications are more popular than ever, and a plethora of useful tools are now available to small businesses and do-it-yourselfers. If you have a specific problem, a simple Google search will usually put you on the right track to find a solution.
Once you actually find the tool...
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In the age of the empowered customer, the cost of an unhappy customer can be astronomical. All it takes is one tweet, one YouTube video, or one reddit thread to spark a social-media PR nightmare. That’s why engaging with your customers has never been more critical.
This is something that Tim...
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You’ve heard it time and time again—customer service is a very hands-on part of a business, and if you rely too much on technology, you’re driving away customers. This can certainly be true at times, but not all the time. In fact, the best customer service is invisible and readily used by...
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Monty Python’s Dead Parrot sketch is a master class in complaining. We can all identify with customer John Cleese, as he becomes more and more frustrated with the appalling customer service being dealt out by Michael Palin. We’ve probably all been in a similar situation at some point.
It’s easy to...
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Social customer service seems simple: help your customers when they reach out on social media. But while it’s easy to immediately grasp the value of this idea, implementation is an entirely different matter.
Way before you begin to formalize your practice around social customer service, it’s...
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The internet has drastically changed the way customers and companies interact. Once upon a time, customers needed to call a helpdesk or mail a physical letter to get a response from a company. Now they have numerous ways to immediately voice their approval or disapproval of a company. With...
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If you’re like most businesses, you have a “support” link on your website where your customers can contact you with product issues or questions. It’s likely you’ve even built out a support team trained to minimize any fallout from these problems.
If that’s the case, it’s time to call everyone into...
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Not that long ago, customers only ever really interacted with sales staff. The internet, and the way we buy things, has changed all that.
‘Pay as you go’ is the way we are going
We have started to subscribe to things, rather than buy outright now:
We stream music instead of buying CDs or...
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![What Consumer-Driven Health Care Means for Your Business [Infographic]](http://www.salesforce.com/content/dam/blogs/legacy/2014/07/6a00e54ee3905b883301a73df22b60970.jpg)
