Social CRM: An Idea Whose Time has Come?

Customers Rock!

Thanks for chiming in on Customers Rock!, That’s the perspective many customer service experts have had toward social media-based customer service, or social CRM. But to a marketer that pristine forest of social media represents opportunity to be harvested.

How to survive customer service blunders in the world of social media

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Jeff Woodland, a blog writer for Genesys recently equated himself to having been a “social vampire” in his customer service dissatisfaction with his Internet provider and contends a business’ reputation can be greatly harmed via Facebook, Twitter, and company forums.

Take lessons from the leaders in customer service

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There is no relaxing elevator music where I can work until an agent answers; instead I’m forced to listen to a litany of advertisements offering me more services that might very well call me back to this same maze of customer service mediocrity.

Customer service agents are also sales people

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Although a customer service agent might be overheard saying they prefer to be in the background when it comes to sales positions, the talents of customer service representatives also take a paramount position in successful sales and marketing.

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How to treat bad comments on social media sites

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Social media customer service is the quickest way for organizations to handle customer complaints, but it’s for all the world to see and can definitely have some negative effects on a company’s reputation.

How to improve customer service in the digital world

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They also promised to have more in-house personnel to assist customers and to become more efficient. So how can Wells Fargo and other institutions or businesses become more customer service friendly? Why not make call centers more customer friendly?

3 Resolutions for Excellent Customer Service in 2012

Pretium Solutions

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. We call this focus Keeping the Customer in the Middle of the Circle.

How to keep your customers from leaving you

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A surprisingly high statistic from the Research Institute of America (RIA) states an average business will never hear a word from 96 percent of their unhappy customers whose complaints range from poor service, rudeness, to discourteous treatment.

When businesses decide to neglect customer service

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Do these powerful organizations therefore view customer service as an operational cost rather than a marketing investment? Even in huge industries, the cost of keeping existing customers is still far less expensive than recruiting new ones.

Is British Airways providing better customer service or are they stalking you?

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British Airways has initiated a new customer service program called “Know Me.” ” The search system to be employed will also be able to pull up information about a customer’s previous travel arrangements, prior complaints, meal requests, and Executive Club status.

Making sure you receive great customer service

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Apparently the dinner order wasn’t to the satisfaction of one very nasty gentleman, and as he raised his voice and insulted the young server, everyone in the restaurant and bar area turned around almost snarling with disdain aimed toward the rude customer.

What customers need to do in order to get companies to listen to their complaints

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Even nice customers get angry. It can happen to any organization, and figuring out the best ways to respond and satisfy your customers can mean loyalty and continued business. Traditionally large companies do not pay their first line of customer service representatives high salaries.

Google enters into customer service industry with Trusted Stores Program

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Critics are saying that Google has entered into the customer service arena which in the past directly contradicts their automated tech abilities and less than stellar customer-centric talents. A potential customer will be able to see who ships quickly and their reliability.

What Two and a Half Men Can Teach Us About Customer Service

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Customer service isn’t an easy task, and for the representatives who successfully calm angry customers, soothe irate tempers, and are able to solve consumer problems in a polite and reasonable manner are those employees any great company should consider giving a raise in salary.

3 Resolutions for Excellent Customer Service in 2012

Pretium Solutions

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. We call this focus Keeping the Customer in the Middle of the Circle.

Medicare forcing hospitals to improve their customer service

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In the midst of arguments on the Affordable Health Care programs, it is interesting to delve into this year’s Medicare push for improved customer service in the hospital venue. They are demanding the entire hospital staff attend customer satisfaction seminars.

Celebrating National Customer Service Week by honoring the best

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It’s no coincidence that National Customer Service Week is celebrated this late on the calendar; it’s the unofficial launch of the biggest shopping experience of the year as the holiday season closes in and shoppers start counting down the days to family and friend celebrations.

Customers not feeling “a little love back from Starbucks”

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Stabucks UK has a lot of unhappy customers today after the company decided to change the terms of their loyalty program. One of the most significant changes only gives customers one reward point per transaction as opposed to one point per item purchased.

Americans changing banks because of fees and poor customer service

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percent of customers compared to 8.8 percent of customers lost in 2010. I doubt many customers have forgotten the Bank of America announcement of charging a monthly fee for debit card users last year.

You only have one chance for a great first impression

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Making a really poor first impression with your customer is almost a guarantee that you can wave goodbye to business in the future, and sadly there are days when the best laid plans of employees and their well rehearsed skills go awry.

Book Review: The Welcomer Edge: Unlocking the Secrets to Repeat Business

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Mr. Shapiro’s organization provides research, training, and consulting services to Fortune 500 corporations on how to improve customer service. Robots are the next classification and encompass the largest proportion of sales associates and representatives.

Best Buy customer service still at odds

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Best Buy just can’t get it right, and customers continue to complain. Even the company’s promotion on used videos this weekend piled up consumer complaints as customers couldn’t find what they wanted in either the stores or online.

Social marketing 101: respond to your customers about social issues too

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Does your organization have a Facebook page where a customer can either “Like” or become “Friends”? Clients and customers love the personal touch and having the ability to comment on an issue; the problem arises however, when no one from the company responds back or follows up on a complaint, lack of service, or even a social issue. Can’t get much customer satisfaction with Facebook Facebook has become a ubiquitous part of our national culture.

3 Resolutions for Excellent Customer Service in 2012

Pretium Solutions

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012. So, in the spirit of understanding what we can do to actually achieve Excellent Customer Service in 2012, I offer up three resolutions: 1. Focus on the Customer.

New Research Confirms – Honey Preferred Over Vinegar, Part One

NICE inContact

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. Weinstein said he didn’t stay on the line for so long “just for the sake of breaking” the record — he wanted to impress his customer.

Companies Must Invest in Their Employees Now!

CX Journey

Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It is a modified version of a post that I wrote for CX Journey back in 2012.

Learn from Jeff Bezos: 9 Powerful Quotes to Boost Your Customer Service

Comm100

Even with 244 million unique customers , Jeff Bezos knows better than to see his customers as a series of transactions. But with so many different customer relationships to maintain, what’s the wisdom that keeps this enterprise running? Customer Service

100+ Customer Service Statistics & Facts of 2019

ProProfs Chat

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends.

Can Facebook emotionally manipulate customer service?

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The emotional manipulation factor has been all abuzz this past week after the published results of a January 2012 subliminal study by Facebook was revealed in the Proceedings of the National Academy of Sciences. Behind the Scenes Customer Satisfaction Customer Service Specific Companies

Are Telecoms The World’s Worst At Customer Experience?

Beyond Philosophy

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Back in 2012, we did some research involving over 40 telecoms. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided.

Talkdesk Weekly Round-Up #2

Talkdesk

Around these parts, customer service is our number one priority. Talkdesk’s cloud-based call center software enables our customers to serve their customers better. We don’t like to be overly complicated, so here’s the deal: We help you, you help your customers.

Amazon Takes Over The High Street! Are These Next?

Beyond Philosophy

Amazon is Thinking Out of the Box for Fashion Forward Customers. Customers have a week to decide if they want to keep them (and pay for them) or ship them back. Per, Retail Customer Experience, the CEO said they would close the stores because of “ persistent traffic decline.”.

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Best Interview Questions and Answers for Hiring Live Chat Agents

Comm100

Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. In your opinion, what makes for great customer service?

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