Customer Service

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• Is Bad Service Good Business?
  Every small business makes compromises on a daily basis. Adding something here means subtracting something there. But does it ever make sense to cut back on the customer experience? Can ...
  Customer Engagement, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service
• Three Email Marketing Tips From Seinfeld
  We'll assume you've never thought of Seinfeld as a source of email best-practices. But Dave and Sky Calibey insist there's marketing wisdom in its comic absurdity. "Although the show might not seem the ...
  Customer Relationships, Customer Service, Email Hygiene, Email Marketing, Segmentation
• Three Unique Ways to Serve Clients Through Social Media
  Social media, with all the opportunities for connection they present, continue to transform the nature of the B2B relationship. As Craig Jamieson puts it in a post at the Maximize Social ...
  Customer Relationships, Customer Service, Social Media, Social Networking
• Three Ways B2B Mobile Apps Can Boost Client Services
  "The B2B app market has been slow to take off, but there is no reason why one, or several, popular apps should not emerge across different vertical markets," writes Gordon ...
  B2B Marketing, Customer Service, Marketing Tips, Mobile Marketing
• Three Ways to Avoid Disastrous Customer Service
  "The company clearly understood the market," writes Barbara Bix at MarketingProfs. It had created a new product with all the right features and benefits, one that was earning rave reviews ...
  Customer Experience, Customer Relationships, Customer Service, Management
• What to Listen For in Social Media
  Any good conversationalist will tell you: It's not enough to listen, you must know how to listen. That principle holds true in the sprawled social world as well. In a ...
  Community, Customer Service, Marketing Tips, Social Media
• Why Your Customers Might Want You to Just Shut Up
  Quick quiz: Have you ever walked into an airport, noticed that there is nobody in line at the check-in counter and still made a bee-line for the self-service kiosk? Better ...
  Customer Behavior, Customer Relationships, Customer Service
• What Zappos Can (Still) Teach Us About Customer Service
  In the last few years, Zappos has become as famous for its stellar customer service as for the shoes, apparel and accessories it sells. And on a recent visit to ...
  Customer Service, Small Business, Word-of-Mouth
• An Easy Way to Enhance Your Online Customer Support
  The Internet has changed the very definition of brand engagement. Thankfully, online tools for customer relationship management keep evolving to meet the challenge. If you lack time to build online ...
  Brand Positioning, Customer Service, Social Media
• Three Ways to Balance Data Collection With Customer Service
  Debra Ellis recently received an unusual question during a visit to her doctor: "Has capturing information replaced service?" he asked. The doctor had recently taken a vacation with his family, ...
  Customer Experience, Customer Service, Marketing Analytics
• Twitter-Based Customer Service: How Best Buy Gets It Right
  In a minor stroke of genius, Best Buy created @Twelpforce, a Twitter-based means to pose tech questions and get answers in real time. Today, Twelpforce is more than 28,000 followers strong. ...
  Creativity, Customer Service, Social Media, Twitter
• Time for That Annual Check-up
  Now that companies are running at full throttle in the brand-new year, it's a good time to do a quick maintenance check of customer-service standards—and size up staff performance in ...
  Customer Behavior, Customer Service, Marketing Tips
• I Knew You'd Be There for Me
  Belgian beer label Stella Artois has added a splash of engagement to its marketing strategy with Le Bar Guide. Developed by Acrossair, Le Bar Guide is a free app that points ...
  Customer Service, Mobile Marketing, Smartphones
• Give 'em What They Want Today!
  "Retailers have complained incessantly about unfair competition from e-commerce stores," writes Mark Riffey at the Business is Personal blog, "but not enough have done something about it." Online shopping is undeniably ...
  Customer Service, E-Commerce, Recession
• Hop Aboard the Search Express
  As Max Starkov writes in an article at Hotel Interactive, the hotel industry is the perfect candidate for managing customer relations via mobile devices. "Using the mobile space to provide ...
  Advertising, Customer Service, Search Engine Marketing, Smartphones
• So, the Recession Is a Good Thing?
  While acknowledging the damage this recession has done to the personal and professional lives of so many people, Freddie Laker also argues that our dark economic cloud has brought with ...
  Creativity, Customer Service, Marketing Smarter, Metrics, Recession
• Lessons Learned From a Backpack
  "Let's imagine it's this afternoon, and I suddenly have cause to fly to West Virginia," writes Peter Hartlaub in a post at The Poop blog. "Airline X has a non-stop ...
  Brand Loyalty, Customer Satisfaction, Customer Service, Marketing Inspiration
• Oh, No, Not Her Again!
  "Eighty-seven-year-old Gladys has a reputation among her fellow retirement community members," write Marilyn Shuttle and Lori Jo Vest in the first chapter of Who's Your Gladys? "She's known as a ...
  Customer Behavior, Customer Service, Small Business, Word-of-Mouth
• Spooky, Yes, but It Works
  In a recent post at ClearAction's Customer Experience Optimization blog, Lynn Hunsaker cites a troubling stat from Accenture's Delivering on the Promise study. Though 75% of surveyed executives viewed their ...
  Creativity, Customer Behavior, Customer-Centric, Customer Service, Surveys
• You Broke It, You Fix It
  "While Dave Carroll was flying from Nova Scotia to Nebraska he had his Taylor guitar ruined," says the Huffington Post. "After a protracted attempt to get United to pay for ...
  Customer Service, Marketing Inspiration, Word-of-Mouth, YouTube