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Customer Service

Why Content and Social Media Marketing are the New SEO

Lee Traupel | Posted 07.22.2014 | Business
Lee Traupel

SEO is the process of making your web site more accessible to search engines. Google's algorithmic updates the last 3-5 years ("panda" "penguin" "hu...

Content Marketing Best Practices for B2B Brands

Lee Traupel | Posted 07.21.2014 | Business
Lee Traupel

I wish I could tell you it is this easy. It's not; but, here are critical benchmarks you should be aware of to create meaningful content.

Christmas In July: It's Never Too Early To Prepare Your Customer Service Department

Dennis Casey | Posted 07.18.2014 | Small Business
Dennis Casey

As you start looking ahead, how can your business stand out and what can you do to ensure customer service supports your sales goals?

4 Things Your Dog Can Teach You About Customer Retention

Stephanie Schroeder | Posted 07.17.2014 | Business
Stephanie Schroeder

Like being a dog owner, managing relationships with your customers is a huge responsibility. It takes a whole lot of time and effort.

Bad Customer Service Costs You Nearly $800 A Year

The Huffington Post | Emily Cohn | Posted 07.16.2014 | Business

If that torturous recording of Comcast customers trying to cancel their service hasn't already caused you to rip your hair out in a fit of rage, then ...

Will Comcast's Shoddy Customer Service Practices Snowball with a Time Warner Cable Merger?

Victoria Peng | Posted 07.15.2014 | Business
Victoria Peng

Anecdotal evidence that Comcast's shoddy customer service practices disappoint consumers is overwhelming and warrants consumer protection. Its customer support is poor because most Americans have no other provider in their area.

Three Cornerstones of a Job Well Done

Katie Kempner | Posted 07.17.2014 | Business
Katie Kempner

Number one, if you run a customer service department, hire people that are actually interested in delivering that. And really the larger lesson is that whatever you do, make sure that you love what you do and find people to work with and for you that love what they do, too.

How Do You Want to Show Up in Life?

Michael Feeley | Posted 07.11.2014 | Business
Michael Feeley

How important are your business relationships to you? Think about your mechanic, banker, website designer, hair stylist, gardener, personal shopper or real estate agent. Why do you count on them?

Can't I Just Make a Purchase?

Jim Joseph | Posted 07.11.2014 | Business
Jim Joseph

I'm noticing a shift in customer service that I'm finding inconvenient at best, completely irritating at its worst, and damaging to the customer experience every single time.

More Than Just Customer Service

Anonymous Thank Yous | Posted 07.10.2014 | Good News
Anonymous Thank Yous

I was walking home a little while ago on the Upper West Side around midnight when I caught my shoe on a sidewalk crack just as I tried to dart across a street before the traffic light changed.

The Toilet That Thinks You're Done When You're Not and Other Stupid Annoyances That Lose Customers

Lenore Skenazy | Posted 07.09.2014 | Business
Lenore Skenazy

Customers are picky, prickly, and ever ready to jump brand if they feel someone isn't feeling their pain. A customer who can't find the right answer in the FAQs, or discovers gum under the table at the fancy restaurant can quickly become a fugitive.

To Speak With God, Press '6'

Greg Schwem | Posted 07.09.2014 | Comedy
Greg Schwem

My religious epiphany occurred in the midst of trying to locate the concierge at the Grand Wailea hotel, a Maui vacation destination that will play host to my family later this month.

An Open Letter to the Restoration Hardware Returns Department

Nancy Davis Kho | Posted 07.09.2014 | Comedy
Nancy Davis Kho

I wanted to let you know that I mistakenly received an item I did not order from your catalog, and wondered if you could send someone by my house to pick it up. It is a doorstop, sized 8.5 inches by 11 inches by 3.5 inches, weighs 13.6 pounds, and looks to be created entirely from your catalogs.

Why We Benefit From Eating Humble Pie

Craig Dowden | Posted 07.09.2014 | Business
Craig Dowden

Although this may seem like a reasonable assumption, both research and case studies highlighting the benefits of humility and vulnerability have emerged in recent years. One of my favorite real-life examples comes from Domino's Pizza.

The Only Social Network You'll Ever Need How to Feed & Take Care of It

Lee Traupel | Posted 07.08.2014 | Business
Lee Traupel

LinkedIn has over 300 plus million users, doubling in size the last calendar year, adding 2 new members per second and an estimated 180M unique visit...

The Complete Guide to Using Social Media for Customer Service

Courtney Seiter | Posted 07.07.2014 | Technology
Courtney Seiter

Ready to do something really groundbreaking and revolutionary in social media marketing? I've got just the thing: customer service.

Anna Almendrala

Customer Service With A Smile Comes At A Big Price

HuffingtonPost.com | Anna Almendrala | Posted 07.07.2014 | Healthy Living

Customer service with a smile is the American way, but faking it all day can take an emotional and physical toll once workers head home, according to ...

Why Many Social Media Experts are Selling Snake Oil

Lee Traupel | Posted 07.03.2014 | Business
Lee Traupel

So much content written today by social media "experts" featuring Toms, McDonalds, Pepsi, Cisco, SalesForce, Intel, Zappos is a false line on the ho...

Is Your Business Attention Starved In Today's Always-On World?

Lee Traupel | Posted 07.02.2014 | Business
Lee Traupel

It's a noisy world, your marketing resources and headcount are limited and in some case, you're still defining who your customers are. How Mark...

Why Social Media Requires Being Human

Ian Altman | Posted 07.02.2014 | Business
Ian Altman

While on a trip to California to speak at an event last month, I took the opportunity to see how hospitality and travel companies respond (or don't respond) using Twitter.

Content Heroes and Heroines are Made not Born

Lee Traupel | Posted 07.01.2014 | Business
Lee Traupel

The heat, light, buzz and hype about all things social has overshadowed plain old content marketing for much of the last 2-3 years. But social media has failed to deliver for many businesses and for good reason.

One Simple Rule To Succeed As A Small Business -– Customer Service

Joseph Jaconi | Posted 06.27.2014 | Small Business
Joseph Jaconi

With customers eager to blast bad news about a company, product or experience, small business owners now have to start taking customer service more seriously or else one minor mishap could send current patrons away and practically shut the door on any potential new clientele.

Laughing and Learning in Rwanda

Blair Forlaw | Posted 06.23.2014 | Good News
Blair Forlaw

Here's a good story about 12 young Rwandans, born in a terrible time of violence and genocide, who are playing very positive roles in their country's growing hospitality sector. It's a funny story, too.

What I Learned about Social Media from Andy Warhol

Lee Traupel | Posted 06.23.2014 | Business
Lee Traupel

Women rock social media marketing and for good reason. They intuitively know how to build "community" into any marketing process, are empathic, goal oriented, nurturing and much more. Brands: market accordingly.

Customer Service Shouldn't Be A Lost Art

Piero Selvaggio | Posted 06.18.2014 | Small Business
Piero Selvaggio

The reality is this: customer service, when extraordinary, can be the one factor that can launch your success story and float your business through the hardest of times.