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Customer Service

20 Years of Craigslist: A Reflection by an Old-School Nerd

Craig Newmark | Posted 02.26.2015 | Technology
Craig Newmark

Every day I'm reminded that we help people put food on the table and get a job and a place to live. Maybe we have changed the world, seriously. Sure, this isn't the usual approach in Silicon Valley or anywhere else, but I'm a nerd, and a nerd's gotta do what a nerd's gotta do.

Internal Customers: A Flawed Concept That Drives Mediocrity

Lisa Earle McLeod | Posted 02.24.2015 | Business
Lisa Earle McLeod

The very concept of internal customers waters down urgency for actual customers. It drives organizational mediocrity because internal customers never hold the same consequences as external customers.

Social Commerce Moves to Land Grab Phase at Warp Speed

Lee Traupel | Posted 02.19.2015 | Small Business
Lee Traupel

The face of sales is longer mired in the old school approach imprinted in the culture by David Mamet's culture defining "GlenGarry Glen Ross" - a tale of desperate men chasing the American dream, using outdated sales "methods."

4 Ways to Make Your Business Stand Out Among the Crowd

Jeremy Sandow | Posted 02.17.2015 | Small Business
Jeremy Sandow

So how do you differentiate yourself from the pack? How do you ensure the crowd comes to you instead of the guy down the block? I have you covered. Here are four ways you can break the mold to boost your biz.

How to Find the Right Helpdesk Software to Turbo Charge Your Business

Andre Bourque | Posted 02.13.2015 | Business
Andre Bourque

Users need support from home, while traveling and for a variety of websites, from simple to complex (not to mention those held together by paper clips and prayer).

5 Ways You May Be Cutting Off Communication With Customers

Dianna Booher | Posted 02.11.2015 | Business
Dianna Booher

For all the hoopla about how companies love their customers, it's just trash talk. I'm convinced that 95 out of 100 organizations don't care about their customers.

Sprinkles: Creating Awesome Experiences Through Innovative Service

BJ Gallagher | Posted 02.10.2015 | Business
BJ Gallagher

Chip Bell is one of my all-time favorite business authors. His specialty is customer service and no matter how many books I read on that topic, Chip's always stand out from the crowd.

Customer Service and Sales: You Can't Have One Without the Other

Nate Holzapfel | Posted 02.09.2015 | Business
Nate Holzapfel

Customer service and sales go hand-in-hand, you can't have one without the other. Most people spend most of their time thinking about new customers and forgetting the old, not realizing the high costs of customer acquisition.

The Best Marketing Tactic for Crazy Fast Growth

Jeremy Sandow | Posted 02.09.2015 | Small Business
Jeremy Sandow

What if I told you there is a marketing strategy you can use to dramatically increase your customer and client base, and it has nothing to do with social media, running ads, networking, joint ventures, speaking engagements, or anything like that.

Marketing to Women... Who Buy Tires

Jenny Darroch | Posted 02.04.2015 | Business
Jenny Darroch

As an expert on marketing to women, I find myself having a lot of conversations in my head to evaluate my own shopping experiences. A recent tire buyi...

Content Marketing Best Practices for Business Focused Brands

Lee Traupel | Posted 02.05.2015 | Small Business
Lee Traupel

Defining great content is no easy matter. To some execs the definition may be similar to Potter Stewart's quote about porn, which was a bit ambiguous:...

When Big Business Fails the Little Guy

Doug A. Sandler | Posted 02.03.2015 | Business
Doug A. Sandler

Big Business, you know who you are, you've really let us down. But, you haven't just let me down, I could handle that. Instead, you are letting down a whole bunch of people.

Comcast Changes Customer Name To "Wh*re" - and Worse

Christopher Elliott | Posted 01.30.2015 | Business
Christopher Elliott

In an odd way, this is a little bit like a whistleblower who leaks secret documents proving what everyone suspects -- that the government is spying on us, that cigarettes are deadly or that a company is fixing prices. That person is just verifying what people already thought they know.

Is Your Company on Social Media? Then Take Notes, Please.

John Malik | Posted 01.30.2015 | Business
John Malik

If your business is on social media, you better make sure that it's social, and that you're using it to provide customer service. If you're going to do social media, take notes from a company that sells $40 blenders.

Blood, Sweat and Tears Define Great Content: No More and No Less

Lee Traupel | Posted 01.29.2015 | Small Business
Lee Traupel

How do you make content that the visitor wants to share? Key attributes: useful, emotion laden, factual, practical, newsjacks (events, moments in time, perspective).

The Constitution for the Customer Service Economy

Peter Shankman | Posted 01.26.2015 | Business
Peter Shankman

We, the people of the Customer Economy, in order to obtain a more perfect customer service experience, do ordain this customer service constitution for a new Customer Service World Order.

Why Designers are Integral to All Marketing Activities

Lee Traupel | Posted 01.24.2015 | Business
Lee Traupel

Embracing and inculcating design into your business starts with knowing you have an issue. It's like sobriety, until you admit you have a problem, you are not going to find the promised land.

How to 'Listen Loudly': 3 Steps to Increasing Customer Engagement

Kim Pisolkar | Posted 01.23.2015 | Small Business
Kim Pisolkar

Listening loudly is one of my favorite phrases when it comes to the process of customer engagement. Listening loudly is self-explanatory -- it's about having your ears open instead of your lips flapping -- and it's one of the most overlooked factors in business success!

Why Under $5M Brands are an Endangered Species

Lee Traupel | Posted 01.21.2015 | Business
Lee Traupel

Curation standards ('what's good and what's bad") are under constant assault from social media neophytes and sages alike. See: "celebrification." We are all creating more noise trying to compete with each other.

How I Negotiated $675 in Travel Fees With Two Phone Calls

Cliff Hsia | Posted 01.21.2015 | Travel
Cliff Hsia

Travel fees will kill any travel budget. Baggage fees, flight change fees, and rental car alternate location drop-off fees, hotel reservation cancellation fees, etc... All these fees add up quickly and make travel more expensive than it should be. So what can you do so that travel fees don't take up a huge chunk of your travel budget?

Dazzling Customers in an Era of Extreme Expectations

Rob Tarkoff | Posted 01.18.2015 | Business
Rob Tarkoff

Across industries, across geographies, and across all demographics, companies are no longer winning consumer love against category competitors. Today the battle for consumer loyalty is against companies in any category that define excellent service, lightning fast responses, and bespoke experiences.

Critical Digital Marketing Strategies for Business Growth

Lee Traupel | Posted 01.16.2015 | Small Business
Lee Traupel

Pinterest rocks for any brand targeting consumers and the female demographics are stellar. Like other social channels, its morphing to a full blown eCommerce platform and with broader (mainstream and male) demographics.

Social Media Economies of Scale Start With Your Staff

Lee Traupel | Posted 01.16.2015 | Business
Lee Traupel

Every business needs to stand up and out in today's content drenched world. Social media economies of scale starts with your staff.Whether your five or five hundred strong, look around the office or review the org chart.

Why You Might Lose 2 Out of 3 Customers This Year

Ekaterina Walter | Posted 01.15.2015 | Business
Ekaterina Walter

It's not surprising then that so many companies are unwilling to improve on traditional customer service methods. Why fix something that's not broken, right? Customer service is broken right now. Functionally, it's probably fine. But from an experience perspective, it's abysmal.

My New Title, CHO... Shifting Your Mindset by Shifting Your Focus

Ted Rubin | Posted 01.13.2015 | Business
Ted Rubin

I recently circulated a Facebook Post where I announced that my corporate title was soon to change from CSMO (Chief Social Marketing Officer) to CHO. But I didn't explain further, and it got everyone guessing what CHO stood for.