What Are the Top 10 Social Media Industry Segments?
June 04, 2009, 1:50 PM
Social media products and websites continue to gain popularity in use and value in connecting people. Almost daily they become more powerful tools for many organizations to engage their customers better. So more and more companies are using social media ...

For Better Customer Service Lose the Scripts. Hire Friendly.
June 03, 2009, 7:00 AM
The secret to improving customer service (and therefore, increasing customer loyalty) is simple: Hire friendly people and don't make them use scripts. In the past few weeks I've experienced both sides of this coin. I've had to deal with my ...

Why Does Jay Leno Like Subway?
June 03, 2009, 6:50 AM
Jay Leno was spotted hauling some subs out of an LA Subway recently. It’s nice to see the late night superstar and I have at least one thing in common. Like Jay Leno, I am a sub shop customer. In ...

Things to Do While Waiting on Hold for Customer Service
May 29, 2009, 12:45 PM
Play two or more games of solitaire. Make a meal. Watch a complete TV show. Go to the bathr...never mind. These are a few things people claim to do while waiting on hold for customer service, according to a recent ...

Twitter for Customer Service: 6 Reasons to Consider it in Your Business
May 28, 2009, 3:50 PM
Twitter keeps getting more popular, more useful and more valuable to companies. It is becoming a rock star in the world of customer engagement tools. But many people are skeptical, or at least unsure. Is it mostly hype? Will it ...

Do Your Favorite Companies Use Twitter for Customer Service?
May 26, 2009, 1:30 PM
One of the most powerful uses of Twitter is it’s ability to help businesses organizations and their customers connect. Other social media do this well. But none has shown the quick and strong impact in customer service as Twitter has.

Has the Recession Improved Customer Service or Not?
May 26, 2009, 11:40 AM
We hear a lot of talk about how the recession has caused companies to improve their customer service. In fact, this assertion is almost cliche. And we know why. In a recession, there are fewer dollars chasing the good and ...

To Increase Customer Loyalty, Manage Your Points of Experience
May 21, 2009, 11:45 AM
Our companies are created by every action taken by employees. These actions create Points of Experience (POE). Every POE creates an experience for our customers. The sum total of all POEs is our company. It’s how people see us and ...

Are Your Customers Using Twitter?
May 18, 2009, 12:00 PM
With all the buzz about Twitter as a customer service tool and many well known companies diving in, you might be asking yourself, should your company use Twitter to connect with your customers. There are a number of things to ...

Deliver Better Customer Service by Having Fun
May 14, 2009, 1:00 PM
One of the biggest reasons customers don’t return is they have no reason to. Sure they might get what they want but they often get it with no personality, no sparkle, no sizzle. Their experience is a dud. It’s about ...