Recently I read an article about a hotel that had a unique social media clause written into their special event contracts. This hotel was built in the 1830s and appears to specialize in weddings. The property looks to be quite beautiful; however their social media policy is not. It appears that the hotel is concerned […]
It is typical that most companies want to create a customer service experience that doesn’t give their customers anything to complain about. Well, it’s not a matter of if the customer will ever have a complaint. It’s when the customer will complain. Furthermore, the concept of complaint avoidance isn’t about trying to be perfect and never having a customer […]
Recently I wrote about the self-service concept of customer service. The article focused on self-serve check-out at retail stores, purchasing airline tickets online, and more. This time we cover a related topic, which is self-service support. Last year I bought a Ping-Pong table and had the hardest time putting it together. After several frustrating hours […]
Merriam-Webster’s defines the word friction three ways; the act of rubbing one thing against another; the force that causes a moving object to slow down when it is touching another object; and the disagreement or tension between people or groups of people. If you tie the concept of friction to the concept of customer service, […]
Most companies I work with have the social media customer service thing wrong. They typically monitor social channels like Twitter, Facebook and others and react to the comments, trying to respond and fix customer complaints. If all a company is doing is responding to customer complaints, well that is so… 2012! Within the past two […]