iOS app Android app

Customer Service

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.

About a Purse

Ann Lewis Hamilton | Posted 01.09.2015 | Women
Ann Lewis Hamilton

Clearly in denial, I put the purse over my arm and modeled it in front of the bathroom mirror. Soft leather, the right size, perfect. When I put the purse back on the kitchen counter, I realized my sweatshirt smelled like fish and chemicals. So did my hands.

2015: The Trend Line for Communications Services -- Phone, Broadband, Internet, Cable TV & Wireless -- Sucks

Bruce Kushnick | Posted 01.07.2015 | Business
Bruce Kushnick

As a telecom analyst for over 30+ years, I've been tracking the trend lines of communications services. And from the customer perspective -- your perspective -- 2015 will be like watching a train wreck in slow motion -- and continue over the next few years.

To Shop Locally or Not to Shop Locally? That Is the Question

Karen Angel | Posted 01.06.2015 | Small Business
Karen Angel

A vibrant Main Street helps make the local economy more resilient and boosts real estate prices. Plus, buying locally means less shipping and a smaller carbon footprint.

Master Customer Service From a Toddler

Sajeel Qureshi | Posted 01.06.2015 | Small Business
Sajeel Qureshi

Everything you need to know about customer service can be learned from a toddler and in one day. Seriously! There are jaw-dropping parallels between toddlers and your best customers. Here they are.

Keep Your Customers for Life: What to Do After They Buy

John Bowen | Posted 12.31.2014 | Small Business
John Bowen

You probably spend a great deal of time trying to enhance awareness of your brand, generate leads and close deals. But chances are, you're not spending nearly enough time or energy with customers after they sign on the dotted line.

C-Suite Revolution: Customer Officers and Data Officers Emerge As the Next Top Executives 

Daniel Newman | Posted 12.30.2014 | Business
Daniel Newman

Despite the transformative impact that CIOs and CMOs have on business, questions have been raised as to whether there is a need for both of these roles, and if we will see them evolve in a bigger way in the coming years.

The JetBlue Blues

David Sable | Posted 12.29.2014 | Business
David Sable

My resolution for 2015: Work on trust, and help my friends and clients do the same -- trust removes all barriers, but you have to earn it, work hard at it, believe in it.

Traveling for the Holidays? 6 Ways Airlines Reflect the Decline of Civility

Laurie Levy | Posted 12.23.2014 | Fifty
Laurie Levy

Just took a routine flight from Chicago to Boston. No rain. No snow. Only a 30-minute delay going there due to a "typographical error on the pilot's checklist." (What on earth is that?) So why am I complaining? Well, air travel has become a metaphor for the overall lack of caring and civility we see around us every day.

The Road to Hell for Any Brand Is Paved With Guaranteed Marketing Results

Lee Traupel | Posted 12.21.2014 | Business
Lee Traupel

Great marketing is iterative and subject to lots of variables. "Guaranteed results" are inherently time limited and the negative economic bias that's set up at the outset means there is no budget or time for iteration.

It Takes a Nutjob to Provide Good Customer Service

Greg Schwem | Posted 12.17.2014 | Comedy
Greg Schwem

My 17-year-old daughter recently obtained her first job at a nationally known retail chain. At the risk of defying her threat that, "you had better not tell anybody where I'm working," I will not reveal the chain's identity.

Fight Content Smog to Win Fame, Fortune and Your Dog's Undying Love

Lee Traupel | Posted 01.13.2015 | Business
Lee Traupel

Scratch any millennial geek today and "disintermediation" will bubble to the surface immediately. For good reason. Our world is being redefined as never before. It's the new digital world order and here is quick review for brands in need of refreshment.

Stop It! Five Things That Drive Customers Away

Ellen Rohr | Posted 12.12.2014 | Business
Ellen Rohr

If you and your team members just STOP doing these five things, you can grow sales and profits without spending an additional dollar.

The Customer Service Experience That Absolutely Shocked Me

Ann Brenoff | Posted 12.11.2014 | Fifty
Ann Brenoff

With the precision of a Rockettes' dance number, one by one the windows in my house have all snapped the little doohickey that lets them slide up and down smoothly and keeps them from going off-tilt. If I were a window repairman, I'm sure there would be a real name for the broken part and with that real name, a real expensive price tag and a real expensive labor call.

How Technology Is Taking a Byte Out of Customer Service

Doug A. Sandler | Posted 12.10.2014 | Small Business
Doug A. Sandler

I'm not sure when it happened, but I can assure you, I am not happy about it. As a guy that has owned a business for 30 years and been the primary employee (okay, the only employee), I have gotten the chance to put on many hats.

6 Tips for Building Better Business Relationships

Melinda Emerson | Posted 12.10.2014 | Small Business
Melinda Emerson

Many people believe that their first meeting is the start of a business relationship, I'm letting you in on the fact that it actually begins with the first sale.