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Customer Service

Repairing the Rift Between Businesses and the Public

John Friedman | Posted 07.14.2013 | Business
John Friedman

The bottom line is, people are not willing to be cuckold again, and so they are very, very reluctant to trust, particularly those same companies that hurt them. One can hardly blame them (us). So here's my prescription for restoring a healthy relationship between businesses and the public.

Is Social Media Really Marketing?

Michele Masterfano | Posted 07.13.2013 | Small Business
Michele Masterfano

Marketing has never been about magic; neither is social media. Just because you start a blog, that doesn't mean that anyone knows or cares about it. You can tweet all day long, but if no one knows you are tweeting, what good does it do?

People Don't Mind If You Make a Mistake - They Mind If You Don't Fix It

Kim Garst | Posted 07.08.2013 | Business
Kim Garst

Do you believe me? Take a look at the experiences the following companies had after brushing off, or completely ignoring their blunders. Events that might have remained secret 20 years ago were quickly seen and commented on by millions.

Sensory Ways to Help You Sell and Serve in Your Business

Kare Anderson | Posted 06.29.2013 | Business
Kare Anderson

Some ways to simulate the senses of your customers or colleagues in order to get the outcome you want.

Mr. Ed and the Burden of Being [Seen as] a Spokesman

Craig Newmark | Posted 06.24.2013 | Media
Craig Newmark

My involvement in CL management ended well over ten years ago, and you need to look elsewhere for a CL spokesman. Getting perceived as spokesman, though, is a big pain in the butt, with no solution. The more I do, more in backchannels, the less I talk about it.

Five Suggestions for Getting Along Better With Everybody

Maureen Anderson | Posted 06.23.2013 | Business
Maureen Anderson

Rich Gallagher's advice applies not only to customers but to everyone else you cross paths with. Rich's new book is The Customer Service Survival Kit, but I think it's misnamed. The Relationship Survival Kit is more like it, in my opinion.

My Best Mistake: Not Playing Well With Others

Craig Newmark | Posted 06.23.2013 | Technology
Craig Newmark

This post originally appeared on LinkedIn Influencers. Follow Craig Newmark on LinkedIn. secure: 1 Okay, I really am a nerd, and have had to lea...

AT&T Is Committed to Your Happiness

Janet Tavakoli | Posted 06.15.2013 | Business
Janet Tavakoli

Randall L. Stephenson, Chairman and Chief Executive Officer of AT&T, has inspired me with his talent for cultivating great comedians. He must be very proud of his customer service. It's hilarious.

Visualizing the Long-term Impact of Good Customer Service | Posted 06.12.2013 | Small Business

Based off of data from a Dimensional Research survey, Zendesk has pieced together a data visualization on the long-term impact of good and bad customer service.

The Once-Friendly Skies are Now Plagued With Turbulence

Lorie Eber | Posted 06.10.2013 | Fifty
Lorie Eber

If you're a boomer, you're old enough to remember when flying was a treat. Those days are long gone. Today, air travel is on par with colonoscopy prep.

United Airlines Flight Gets Diverted After Customer Complains About A Movie

The Huffington Post | Posted 04.05.2013 | Business

Next time you're unhappy with your plane's inflight entertainment, take a minute to really, truly consider if it's worth complaining. A family tra...

Back to Basics: Putting Customer Service Out Front

John Lusk | Posted 06.01.2013 | Impact
John Lusk

Today's customer acquisition practices, particularly for ecommerce companies, have evolved -- or devolved -- back to the basics.

10 Simple Ways to Upgrade Your Workforce

Rana Florida | Posted 05.28.2013 | Business
Rana Florida

You're already paying them to do a job. Why not educate them so they can do it better? It doesn't have to cost you a lot of money -- and the dividends you'll gain are incalculable.

Customer Service: The New Proactive Marketing

Hulya Aksu | Posted 05.26.2013 | Business
Hulya Aksu

Being in business means more than just selling your services or goods. In 2013, being in business means selling, monitoring, engaging, social sharing, online reviewing, reputation managing, generating, and -- most importantly -- listening.

Business Empathy 

John M. Eger | Posted 05.21.2013 | Business
John M. Eger

Empathy they say -- not apathy, not sympathy -- is fast becoming the secret to corporate success.

Ignore Happy Customers At Your Peril

Sam Fiorella | Posted 05.21.2013 | Technology
Sam Fiorella

Our hyper-connected society has made customer experience the defining factor in the consumer's perception of a business brand.

'Triple C' vs. 'Triple I': Which Kind of Company Are You?

Peter Friedman | Posted 05.20.2013 | Business
Peter Friedman

Today, social media has enabled a level of customer centricity that goes way beyond what anyone could have ever imagined. It's time for business to make the next great shift. To compete in this new world requires you to experience the full benefits of social media.

Eat Cheesecake

Adda Birnir | Posted 05.19.2013 | Business
Adda Birnir

The trick was simple, but it worked. By invoking cheesecake, we were reminded to take a step back and act from a place of calm, not agitation. And the results? Remarkable: happier clients, and two much more relaxed ladies.

Employees Say the Darndest Things -- a Lesson in Culture

Ian Altman | Posted 05.19.2013 | Business
Ian Altman

If you are not sure if your culture strives to wow customers, then rest assured it is not. It is never too late to change your culture and values. But the longer you wait, the harder it is to reverse the trend.

Is There Such A Thing As 'Customer Service' Anymore?

Myra Demeter | Posted 05.17.2013 | Fifty
Myra Demeter

'Customer service -- May I help you?' We all long to hear those words, but more often than not when you call customer service you become trapped in the abyss of telephone hell -- a maze of automated systems, on-hold extended silences and frustrating pathways.

10 Ways to Make Customers Fall in Love with Your Business

Brian Honigman | Posted 05.12.2013 | Business
Brian Honigman

At any moment, an unhappy customer can share their opinion with the masses through social media and the web, negatively affecting your business. That's why it's important to create an excellent experience for your customers to help develop your company's relationship with them.

The Most Common Mistakes When Discussing Price

Ian Altman | Posted 04.29.2013 | Business
Ian Altman

The salesperson said, "We will only discuss price in person." Their unwillingness to share any pricing information raised a red flag. Was their pricing so offensive that they could not share it? Did they not have consistent pricing? Did they not price their meats by the pound?

5 Management, Marketing and Leadership Lessons Kids Could Teach CEOs

Scott Steinberg | Posted 04.23.2013 | Business
Scott Steinberg

With age comes wisdom, or so we're told. The truth is, all of us can learn a lot from children -- and that goes double for CEOs. Experience counts for a lot, but so does a simple way of thinking, uncluttered problem-solving, and even basic, sensible kindness.

Attunement Can Help Your Business Stand Out From the Competition

Ian Altman | Posted 04.08.2013 | Business
Ian Altman

Every viable competitor gets the big stuff right. You stand out when it comes to the little things. Are you overlooking the small details that can make a difference?

Dealing With Second-String Players

Michael Sanson | Posted 04.02.2013 | Home
Michael Sanson

I ask you, restaurant operators, do you use second- or third-string players on slow nights, hoping they won't mess up too much? If so, how do you avoid major missteps? And readers, do you sense you're dealing with second stringers on slow nights?