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Customer Service

Surviving Poor Customer Service: 10 Lessons Learned

Dianna Booher | Posted 09.29.2015 | Business
Dianna Booher

A recent renovation in our home due to a water leak became almost a 4-month, full-time job for my husband. Sharing some of the customer-service snafus with friends and colleagues, we've discovered that these happenings are all too common for the construction industry.

Woman Discovers Revolting Package During Flight From Hawaii

The Huffington Post | Chris DAngelo | Posted 09.29.2015 | Weird News

It wasn't exactly how one California couple hoped their Hawaiian vacation would end. On a United Airlines flight home from an anniversary trip with he...

Thoughts on Online Support Communities: An Interview With Shelley Sessoms of SAS

Phil Simon | Posted 09.28.2015 | Business
Phil Simon

Go back 20 years and customer service mainly consisted of 1-800 numbers, seemingly interminable queues, those oh-so-lovely IVRs, and plenty of angry customers.

How Training Can Help Hospitality CEO's Holiday Headaches

Linda Harding-Bond | Posted 09.18.2015 | Business
Linda Harding-Bond

If you are a CEO just imagine doing something different this year. Imagine issuing an edict that training your spa team to engage and sell is part of a new company-wide proactive approach to a retail revenue management strategy.

Is Your Customer Service Experience Superficial?

Sarah Deane | Posted 09.18.2015 | Technology
Sarah Deane

The other day I heard a story about a friend's recent experience with an energy services company. It got me thinking about the impact of a "superficial" or "surface level" customer service.

Naked and Trending

Todd Lapidus | Posted 09.17.2015 | Business
Todd Lapidus

Customer comments expose us. Excluding the customers who review to get something for free, many of the remaining comments are requests for communicati...

"Revenue Insecurity" and the Freemium Death Spiral

Brian de Haaff | Posted 09.16.2015 | Technology
Brian de Haaff

A funny thing happens on the way to building a successful business. At a certain point you actually need customers who can pay you for the product or service that you offer.

2015 State of Sales -- Data-Driven, Mobile, Tech Savvy and Collaborative

Vala Afshar | Posted 09.14.2015 | Business
Vala Afshar

Precision selling cannot be achieved without use of analytic, mobile, social and cloud technologies.

What the Great Depression Can Teach Us About Marketing

Debra Carpenter | Posted 09.10.2015 | Business
Debra Carpenter

Even in times of hardship, companies can brace themselves for impact and continue to offer excellence to their customers. Marketing strategies and techniques have grown and changed since the Great Depression, but these key elements are still spot-on tips for any marketing campaign.

How Good Customer Service Can Be Your Most Powerful Marketing Tool

Debra Carpenter | Posted 09.10.2015 | Business
Debra Carpenter

When we talk about marketing, we often talk about defining your ideal customer, creating great content, and making sure that the product you're selling delivers on your promises. But we don't talk enough about customer service and how exemplary customer service is an important element of successful marketing.

Terrible Woman Berating Food Staff Meets Instant Justice

The Huffington Post | Sebastian Murdock | Posted 09.04.2015 | Weird News

Sometimes, the stars align perfectly. In a video uploaded to YouTube on Thursday, an irate woman was captured hurling insults at restau...

7 Things Your Server Wants You to Know

Chantelle Zakariasen | Posted 09.03.2015 | Taste
Chantelle Zakariasen

The hierarchy is alive and well, friends. But we all know that's no recipe for a beautiful world -- whether you're scooping up garbage for a living or performing high risk brain surgery. We all have a story, we all have joys and pains and we all deserve to be treated decently.

2015 State of Service - 15 Key Business Findings

Vala Afshar | Posted 09.03.2015 | Business
Vala Afshar

In a knowledge sharing and hyper-connected economy, where on-demand services are fueling business growth and customer advocacy, companies must differentiate with faster, smarter, proactive and personalized service.

5 Easy Steps to Top-Notch Customer Service

Cheryl Scott | Posted 08.31.2015 | Business
Cheryl Scott

Providing top-notch customer service isn't really that hard, but even the best of the best need a reminder or coaching now and then. In golf, keeping one "swing thought" in mind during a shot can have great results. Here are five "customer service thoughts" that can help us and our work teams hit a hole-in-one.

Digital Business Transformation Is a Team Sport

Vala Afshar | Posted 08.27.2015 | Technology
Vala Afshar

Matt Preschern is Executive Vice President and Chief Marketing Officer of HCL Technologies, a US$6.0 billion global information technology services company.

Be a VIP at LAX!

Candace Mayeron | Posted 08.24.2015 | Impact
Candace Mayeron

Even the most frazzled travelers are calmed once they realize a knowledgeable person is helping them find their destination. I love helping people in need. As it turns out, I'm also very good at it.

Live a Day in the Life of Your Clients

Chris Hurn | Posted 08.24.2015 | Business
Chris Hurn

The ivory tower view of banking is now so divergent from small businesses that the gulf between the two is nearly impossible to breach. But I'm an entrepreneur, and sometimes you have to go the extra mile, literally, to get things done for your clients.

MobTel: Some of America's Most Hated ISPs, Cable TV and Wireless Companies Have Their Associations Suing the FCC Over Net Neutrality

Bruce Kushnick | Posted 08.07.2015 | Business
Bruce Kushnick

So, just on the surface, when the most hated companies in America all work together to sue the FCC, we should at least know something just ain't right, and that's putting it mildly.

Yes, I Love Airline Food

Jim Joseph | Posted 08.06.2015 | Travel
Jim Joseph

So the next time you start to grumble about how horrible the airplane food it, remember the point of your flight. You are going someplace, so enjoy the ride. Tray, cart and wrapped up utensils and all.

Align Customer Needs, Innovation Strategy for Growth

Brian Kennell | Posted 08.05.2015 | Business
Brian Kennell

Companies at the forefront of their industries are able to anticipate and know what customers want before those customers may even be aware of how such breakthroughs would make their lives better.

An Artist Has to Reinvent Themselves Each Day: The Creative Life of John Andro Avendańo

Russell C. Smith | Posted 07.29.2015 | Arts
Russell C. Smith

Contemporary artist, John Andro Avendańo is continually working on making art, and showing his work in art festivals and galleries in Miami, Los Angeles, Paris, Seattle, New York City, and selling to collectors around the world who have connected with his unique vision.

Being of Service

Claudia Ruby Scrase | Posted 07.29.2015 | Healthy Living
Claudia Ruby Scrase

I am happy to report I am still thriving in the service industry, but this time I am in full control. I learned an important lesson, that even sometimes in the hospitality industry it's OK to say "No."

Open Letter To The Ticket Counter Lady At The Ferry Terminal

Marie Forster | Posted 07.28.2015 | Comedy
Marie Forster

Whew! That was close! I'm writing this letter to you whilst sitting on the ferry you in no way helped me board.

The Payoff for Apologies -- and the Penalties for Their Absence

Dianna Booher | Posted 07.28.2015 | Business
Dianna Booher

The father with his kids in tow yelled a couple of obscenities at the gate agent. "Why won't you just open that door and let us on that plane! It's sitting right there. I can see it!"

Why You Should Stop Serving Numbers

Samuel 'Gentoku' McCree | Posted 07.28.2015 | Business
Samuel 'Gentoku' McCree

There's nothing wrong with tracking numbers so long as you don't forget who you're serving. You need the numbers to make guesses, but you need the people to make meaning.