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Customer Service Experience

Your relationship with your customers will make or break your business. Read up on how to improve your customer service, and see how other companies succeed or fail at this vital element of business.
glenn ross_80 Glenn Ross
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Latest Posts

Six Tips For Writing Emails That People Will Read
July 03, 2009, 5:05 AM
@a_sinclair recently tweeted linking to the Harvard Business Publishing’s Management Tip of the Day. In it you’ll find four tips for “writing emails that people will read." ...

Tips On Productivity From Zenhabits, David Pogue, And Me
July 02, 2009, 12:05 PM
Treat your email inbox as a runway, not as a parking lot.

Social Media Worst Practice: How To Drive Loyal Customers Away
June 29, 2009, 12:10 PM
What we have is a 20th-century mentality trying to use a 21st century media channel.

Four Must-Read Books For Those Interested In Building More Effective Customer Relationships
June 28, 2009, 4:50 PM
Want To build more effective relationships with your customers, co-workers, and family?

Know This When You Plan To Implement A New CRM Or Customer Service Strategy
June 26, 2009, 10:05 AM
Planning on implementing a new CRM or customer service strategy? Read on… ...

A Lesson Social Media Users Could Learn From The Mainstream Media
June 24, 2009, 6:05 PM
Lately, I’ve seen some things going on in the blogosphere and in the Twitterverse that alarm me ...

Customer Service Throw Down
June 22, 2009, 12:40 PM
Here’s the scenario: You own a local business offering air conditioning (HVAC) installation and repair that’s number four in the residential market.

The Difference Between A Product-Focus & A Customer-Focus
June 14, 2009, 12:30 PM
But what I found interesting was a link in one of the comments to Andy's Blog where he links to a story in the UK's Daily Mail about an upset customer who parked his lemon on a public street outside ...

Ignore This And Lose A Customer
June 10, 2009, 9:45 PM
The deal was almost done. All that remained was to have a conference call between the company’s senior management and the consulting firm they were about to hire. Then the papers would be signed and a customer relationship established.

Marry This Attitude With An Effective CRM Strategy & You're Ahead Of The Game
June 04, 2009, 6:15 PM
This is the relationship part. Add the appropriate technology. Mix.


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Latest Comments in Customer Service Experience  posts

I hate being on Twitter and all you see is advertisements from people trying to get business. It's irritating and I don't think the right avenue for that type of advertisement.
By: Kim Shuford on 6/30/09 at 5:37 PM
Social Media Worst Practice: How To Drive Loyal Customers Away
Glenn- How about tying a promotion to the weather? I worked for a hotel in Buffalo, New York where we had a special promotion once that gave reduced rates based on amounts of snow fall (lots). If temps rise above normal could a percentage reduction in rates be offered for the same amount? It's the type of offering that could get press if done correctly. Good luck to the business.
Rebecca ...
By: Rebecca Mazin on 6/22/09 at 3:56 PM
Customer Service Throw Down
You are so right! (Once again!) I have walked into many stores where the employees are busy stocking shelves, etc. and have literally had to go grab one of them to ask questions. Bad service...it's never good. Managers should have an unknown face walk in and then report back to them how they were treated. Then they would know the truth and not just assume because of the "training." ...
By: Kim Shuford on 5/31/09 at 10:25 PM
Are You Sure Your Employees Are Putting Your Customers First?
Thanks for the comment. As the man said, "You can please all of the people some of the time..." etc. etc. It's probably impossible for @statesman to please all the tweeps out there.

I also realize that an earthquake in a foreign country, especially one that doesn't result in loss of life, is probably not local news. I was just frustrated that none of the news orgs that I follow tweeted about it--and later only one tweeted about the shuttle landing.

I also understand the balancing act you find yourself in. Still, I,for one,think you can up the ratio of hard news to soft news on a daily basis.

Keep up the good work. I enjoy your tweets.

Glenn ...
By: on 5/25/09 at 6:00 PM
Where Is The Media (On Twitter) When You Really Need Them?
Hi, Glenn,
I'm glad you follow me on Twitter (I'm the guy behind the @statesman account). I'm sorry I didn't tweet about the Mexico earthquake and you wish I did. There are literally hundreds of stories a day I could tweet about on that account, and I don't want to send more than about 10-15 tweets a day (so I don't annoy people by flooding their stream). Considering there are national/international sources like @cnnbrk, @nytimes and many others, I think the value I can add is to focus on very local stories. I realize many people around here have family and friends in Mexico, and if the quake were a bigger deal, I'd jump in there.

It's a judgment call I made, and I make many such judgment calls a day in my job (not just when I'm on Twitter). There are going to be times when people disagree with my calls, but if you'll check out the 110+ passionate comments on the Trail of Lights story (http://budurl.com/ls9c), you'll see there is a high level of interest in that story locally. And neither CNN nor Mashable is going to tell my followers about that story.

I sprinkle local breaking news in with softer news all the time on the @statesman account. Since you follow my account, you probably know that. But I have to make judgments on what to tweet based on my news experience. Most people seem to like what I tweet. I understand and respect your opinion if you don't - but I disagree that it's bad customer service.
By: Robert Quigley on 5/25/09 at 2:54 PM
Where Is The Media (On Twitter) When You Really Need Them?

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