As I’m writing this, Walmart’s @walmart Twitter account has racked up almost 250K tweets. You’ll find similarly huge numbers if you check out many of the country’s biggest retailers. This is because Twitter has become a major conduit for customer service conversations and many companies use it – and other social media – quite wisely […]
If I had a nickel for every time someone told me, “You should call ‘so and so.’ Their customer service is terrible. They could use your help,” I might not be rich, but it would definitely pay for a great vacation or two at a customer-focused resort. Seriously, many people share their customer service horror stories. […]
Traditional marketing was used to get customers “in the door.” But today’s marketing keeps customers coming back. It’s more than a marketing message. It’s a marketing experience. More and more, the case for customer service and experience is being closely linked, if not actually one in the same, with marketing becomes stronger. The marketing department […]
Sometimes one of the greatest ways to provide great customer service is to give something of value away for free. It doesn’t have to be anything big or expensive. It can be something small. Really small. It just has to be valuable to the customer. Think about the owner of the restaurant that buys his […]
“You’ve got to ask! Asking is, in my opinion, the world’s most powerful—and neglected—secret to success and happiness.” – Percy Ross Being able to ask the right questions and listen for the answers are powerful skills that can mean the difference between success and failure.Sometimes we are more concerned with getting our point across than […]