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.
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.
A challenging combination of tighter wallets, new and evolving information channels, and rising customer expectations have created a complex consumer landscape that tests the ability of even the most seasoned chief customer experience officer.
We as consumers are too used to being treated like we are an inconvenience. In this economy, there are small businesses starving for work. There are people who take pride in what they do and there is a change happening.
Facebook hacking is out of control. If user privacy and security is not strengthened, then Facebook should issue a bold warning on every page -- just like the cigarette companies do. "Warning! Facebook is not a secure site.
New technologies are empowering consumers in new ways. But there still is, and probably always will be, an awful lot of money to be made by banking on customer laziness, limited attention, stupidity and lack of options.
Businesses today pacify their bottom line by hiring cheap and inexperienced labor and skimping on staff training. As a result, customer service is a quaint custom of the past and retail stores today don't realize that they are shooting themselves in the foot for short-term profitability.