I had an experience with one of those in-flight Wi-Fi services a couple of weeks ago that got me thinking of the concept of meeting customer expectations versus exceeding them. And, is continually exceeding customer expectations sustainable?
I’ve been in the thick of enough Twitter chats, hangouts...
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If you open any business publication today, you'll find words and phrases that weren't used in business 20 years ago. One of these phrases is "community management." Let's understand the role of an online community manager and answer the important question, "Does my...
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Friendliness is a basic expectation for
employees serving customers. It doesn’t cost anything and isn’t really a skill
that needs to be trained. So why do we still receive unfriendly service over
and over again?
I remember walking into a furniture store
with my wife, Sally. There...
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There’s an entirely different dynamic with the customer from just a few years ago. Today’s customer expects you to value them for more than the financial transaction. It’s not an expectation, it’s a demand. Customers who don’t find what they’re looking for will just move on to competitors who...
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Las Vegas played host to Call Center Week in early June and I was lucky enough to attend. While in Nevada, I got the opportunity to meet Twitter friend and customer service leader, Barry Dalton, in person.
Barry is a seasoned customer service and CRM leader with 24 years...
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Customer complaints come from a slew of sources but more and more, social media is becoming a top way to unleash your fustrations. Adding social media to a multi-channel customer service
approach requires careful planning, so here are four ways to set up an effective approach to solve those...
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Culture and its relation to customer service was a hugely
popular theme at this year’s Call Center
Week in Las Vegas. Two top brands
with well developed company cultures took to the stage at Caesars Palace to
discuss the role of culture in helping to deliver world-class customer...
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Culture is a popular buzzword this year’s
annual Call
Center Week and Marc Bernica, VP Contact Center & Back-up Care
Advantage, at Bright Horizons Family
Solutions had a few tips on creating a company culture that helps drive
customer satisfaction and creates empowered, engaged contact center...
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Crises happen but you don’t have to be flying blind when they occur. Here are 6 tips for using a social media command center during times of crisis.
“Did you know that a command center is at the heart of the disaster prevention and social strategy for the American Red Cross? They...
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