Learn from this customer service nightmare. My wife originally called Bell customer service to inquire where the iPad they promised her was. It was part of a signing bonus for coming on as a Bell FibreOp customer from Eastlnk. We had it on paper thank God. Here's how the story unfolded and some learning points from [...]
Do you have a place where customers can sing your praises on your website? Or do you have everything set up on your website for customer complaints? Both need to be planned for. But one needs to be expected more. What are you expecting more of? Are you offering customer service that makes your customers go [...]
LEA is short for Listen, Empathize and Act. You will respond better to others when you use LEA.. When I was employed as a Service Advisor at a Chrysler Store many years ago, Chrysler taught this principle for delivering superior customer service. This is a good principle to discuss in the realm of social media [...]
You might be surprised by who is using social media these days for their business. Businesses are finding ways to enhance their customer experience through business to customer, and customer to business interactions. And it is paying off big time for business. Here are 3 great short stories on how businesses are using social media [...]
Many businesses are failing at social media customer service states Frank Eliason; who is serving as SVP of Social Media at Citibank. That maybe so, but Eastlink's social media team impressed me this weekend. Frank makes some really good points on how companies are dropping the ball when it comes to social media and customer service. [...]
Are You Getting Results From Your Social Media? You should be. What they look like depends on what you are trying to accomplish. Social media can be hard work. And your hard work should be delivering results. Or else why would you do it? So what do you want from social media? A better ranking [...]
It used to be that big business set the rules and the little guy had no say. Times have changed and the everyday Joe has a voice that cannot be denied. Looking at all the protests on Wall Street and throughout the world, it appears that the average person has found a voice in the [...]
Don't rely of the Big WOW for your customer service. Good consistent customer service makes better customers. If your customer service is not good on a consistent basis, don't rely on winning them over with the occasional big WOW. This produces uncertainly and unrealistic expectations in your customers. It's better to let your customer experience [...]
If business is about one thing, it's about customer service. Providing good customer service is what keeps our customers coming back. I picked up a coffee and carrot muffin at the Elmsdale McDonalds restaurant this morning. The coffee was awesome. When I opened the bag to get my muffin, a fly the size of a [...]
Our customers are talking about our businesses with others. The only question is this: "Do we like what they are saying?" Are they singing our praises or are they telling others how bad of a job we are doing? Word of mouth is a powerful means for customers to share their thoughts about a business. Years [...]