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Customer Service

When is Digital Marketing Really Digital Marketing... a Lesson in Customer Centricity

David Sable | Posted 11.23.2015 | Business
David Sable

The reason I am so interested in this story, and the reason I have chosen to lead with it, is not to critique it -- far from it -- but to try to understand why it was billed as a program for the digital age, and just as importantly, try to understand just what "traditional" sampling is and why this was so breakthrough.

Airline Loses Boston Bombing Survivor’s Prosthetic Leg

The Huffington Post | Daniel Marans | Posted 11.20.2015 | Business

It is never good for an airline's reputation when it loses a customer's luggage. But losing luggage holding the prosthetic leg of someone who survive...

Personalized Service in the Age of Digital Commerce: A Diagnosis and Prognosis

Michael D. Shaw | Posted 11.13.2015 | Business
Michael D. Shaw

When did the primacy of the consumer fall victim to the capriciousness of indifferent employees, rude personnel, and complacent executives?

The Human Experience

Daniel Horgan | Posted 11.13.2015 | GPS for the Soul
Daniel Horgan

"Hey, how are you?" Many of us have muttered these words as we pass someone by, not waiting long enough to hear the response. We have a meeting to g...

Fire Customers

Peter Aceto | Posted 11.12.2015 | Business
Peter Aceto

When leading change, keep what is best about your culture and rotate around your strengths.

Changing the Color of Black Friday

Chip R. Bell | Posted 11.09.2015 | Business
Chip R. Bell

The dark -- or shall we say "black" -- side of this annual event is the wear and tear on the frontline, often part timers brought in to accommodate the mob. The shopping experience can be equally chaotic, taxing and unfair for customers. Many witness the worst side of consumers who seem to check their manners at the mall entrance. How can we change the color of Black Friday?

15 Metrics Every Software Product Manager Should Know

Brian de Haaff | Posted 11.05.2015 | Technology
Brian de Haaff

The world of product management is rapidly changing. It is more data-driven than ever before. There is no doubt that data is impacting most jobs.

Lighting the Pilot Light of Service

Chip R. Bell | Posted 11.03.2015 | Business
Chip R. Bell

A great customer experience comes from service people who demonstrate strong self-confidence, even in the midst of shopping chaos and holiday mayhem

Want Your Employees to Deliver Great Service? Take Off the Handcuffs!

Heather Younger | Posted 11.02.2015 | Impact
Heather Younger

I have worked in a customer-facing role for many years. The one thing that undermines true customer service focus is when employees are not empowered to focus on doing what is right for the customer.

Does Your Business Need Social Media?

Lisa Dubino | Posted 10.30.2015 | Business
Lisa Dubino

Brand awareness is perhaps the biggest buzzword in advertising. It's not a trend because brands have always existed (think Coke.) But social media has added a new dimension. "What's your story?" is a fun conversation opener. And why not?

Selling to the Unpredictable Customer

Brian de Haaff | Posted 10.28.2015 | Business
Brian de Haaff

Customers are an oxymoron today. They are more knowable than ever before but harder to actually understand. Constantly on-the-go and hard to pin down, it's more difficult than ever to engage them in a conversation. So, why do we keep using techniques from a decade ago to grab their attention?

E-Commerce Horror Stories: Halloween Edition Part 2

Amit Bhaiya | Posted 10.28.2015 | Business
Amit Bhaiya

Only a few days to go before one of our favorite holidays of the year- Halloween! If you haven't seen our past bundle of scary stories, take a peak here. Running an online retailer, just like any other job can be extremely stressful, especially when having to rely on the internet for success.

What Your Customer Service Representative Won't Tell You

Keara Hozella | Posted 10.27.2015 | Business
Keara Hozella

Customer service representatives deal with life just like you. They may even empathize or cry with you over the phone about bad news. They're not robots, although the company may attempt to make them into an emotionless army.

Great Customer Service Never Ends: Joshie the Giraffe Part 2

Chris Hurn | Posted 10.22.2015 | Good News
Chris Hurn

Today, I'm somewhat circumspect to report that the tale of "Joshie" the giraffe has a sequel, as the most famous stuffed animal ever left behind at a hotel was, once again, accidentally left at a hotel. And the Ritz-Carlton blew us away a second time.

Customer Service Advice From the Floor of a Consumer Electronics Store

Max Yoder | Posted 10.16.2015 | Business
Max Yoder

For many months, I worked at a consumer electronics store. While there, I learned some important lessons from the owner, who we will call Jason.

The 3 Best Ways to Love Your Customers

Brian de Haaff | Posted 10.15.2015 | Business
Brian de Haaff

You have come to expect bad customer service. You hate calling your mobile phone company, right? You just know you will spend a good part of your morning on hold.

50 Important Customer Experience Stats for Business Leaders

Vala Afshar | Posted 10.15.2015 | Technology
Vala Afshar

Customer experience is the last source of sustainable differentiation and the new competitive battleground. -- Tiffani Bova, Gartner Vice President a...

How One Customer Turned This Entrepreneur's Startup Into a Goldmine

Harry Red | Posted 10.13.2015 | Business
Harry Red

Each person counts. Suppose you run a business where your prices are low. In the long run, you need a lot of customers to sustain it, right? Correct. Now -- say your first two customers can net you $20 each. Should you deliver just enough value to keep them satisfied, and no more?

Here are Three Ways To Delight Your Customer All Year Long

Erik Harbison | Posted 10.06.2015 | Business
Erik Harbison

Too many businesses take their customers for granted and don't do enough to try and build meaningful relationships with the people who keep their businesses running. What can you do to ensure that your brand's customer service stands out?

United Airlines CEO Oscar Muñoz Is Trying To Fix The Company's Corporate Culture

Dan Pontefract | Posted 10.05.2015 | Business
Dan Pontefract

Like many customers of United Airlines, I hope things improve. I know it will not happen overnight. Culture change is not a light switch anyone can magically press to inculcate the right behaviors and attitudes.

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.