Customer Service

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• Tweet Like You Mean It
  Lots of companies are scrambling to see how they can use Twitter to promote their products and services. But a few good tweets can also provide great customer service. Glenn ...
  Customer Behavior, Customer Service, Thought Leadership, Twitter
• A-Poaching We Will Go
  Every once in a while you'll have one of those terrific retail experiences when an employee wows you with exceptional customer service. If you're impressed enough to wish she worked ...
  Creativity, Customer Service, Marketing Inspiration
• Get Lost
  June is a hectic month for bike shops, says Seth Godin in a post at his blog. "If you bring your bike in for a tune up, it will cost ...
  Customer Relationships, Customer Service, Pricing, Small Business
• No, It's Our Fault. Really.
  It's a bit of a craze these days: "Oops!" email subject lines that purport to apologize for a mistake, when they're really nothing more than tricks to get you to ...
  Customer Behavior, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service, Email Subject Lines
• The Inside Scoop
  There are lots of good frozen-yogurt shops in Simon Glickman's Pasadena, California, neighborhood. But one—21 Choices—seems to enjoy bigger crowds than the rest, and he explains in his Editorial Emergency ...
  Customer Engagement, Customer Relationships, Customer Service, Small Business
• Now That's Good Feedback
  You're having a casual conversation with someone from your customer-service department when he makes an offhand statement: "Oh, you should hear how much customers love [fill in employee name/company product]." ...
  Customer Experience, Customer Satisfaction, Customer Service, Small Business
• Y U Trippin'?
  There's no question that the advent of online communication has lowered our expectations for proper grammar and spelling—in the casual environments of instant messages, email and blogs, we forgive the ...
  Customer Service, Email Marketing, SEO, SMS, Twitter, Writing
• Show Me Your Sense of Urgency
  In a post at her Conversation Agent blog, Valeria Maltoni recounts how a Skype call to her family in Italy went horribly wrong on Christmas day. "My account is set ...
  Customer Service, Marketing Inspiration, Twitter
• I Resolve to Treat You Right
  Cost-effective, and just plain effective, email communications are quite possibly the one sure thing to cling to in the current downturn. So, are you treating them—and your subscribers—right? In a ...
  Customer Relationships, Customer Service, Email Marketing
• Returns and Exchanges? Take It Easy.
  In a post at GrokDotCom, Jeff Sexton puts the winter-holiday quandary in blunt terms: "[Y]ou won't keep profit margins healthy unless you actively take business away from someone—either from direct ...
  Customer Service, Marketing Inspiration
• Surprise: You've Been Upgraded!
  Let's say you've been working around the clock on an improvement for your product, service or online interface. Because you know all about your upgrade, why it's needed and how ...
  Customer Service, Small Business
• A Bad Trip
  In a post at Emergence Marketing, Francois Gossieaux tells the story of making reservations with Air France for a trip to Belgium, where his father—who had been diagnosed with a ...
  Customer Satisfaction, Customer Service, Public Relations, Small Business
• Get Patronized
  Let's say your company has a great approach to customer service—you offer quality products or services, your front-line staff are friendly and knowledgeable and you respond quickly and effectively to ...
  Customer Retention, Customer Service, Marketing Inspiration
• You Don't Say
  You're in line at a store when the cashier answers the phone, speaks in a snarky tone, rolls his eyes, hangs up and then comments on the caller's stupidity while ringing ...
  Customer Relationships, Customer Service, Small Business
• Make Nice
  When General Motors first launched its Saturn division in 1990, the main attraction for many customers wasn't a line-up of fairly mundane economy cars wrapped in unusual polymer body panels. ...
  Customer Engagement, Customer Service, Small Business
• Phone It In
  You might scoff if someone were to suggest that phone support was obsolete, but Sarah Hatter of 37signals makes the argument that you no longer need an 800 number. "We ...
  Customer Service, Small Business
• We Don't Need No Stinkin' Rules
  Rich Baker and Gary Levitt want you to know a few things about your customers: They are wise; they are intrinsically special; and they'll think you're special even if they ...
  Customer Service, Email Marketing
• Hello? Is There Anybody Out There?
  There's almost nothing more frustrating than receiving a business email that says, "Please do not reply to this message as replies to this email address are not read," but offers ...
  Customer Service, Email Campaigns, Small Business
• Please Stand By ... Our Agents Are Currently Helping Other Customers
  If you've ever called the 800-number for a telecommunications company, you know the rigmarole. You sit through minute after excruciating minute of easy-listening music, interrupted periodically by a recorded message ...
  Customer Service, Small Business