When reliable customer service suddenly goes awry
Oh, say it isn’t so! I’ve noticed some quality control issues lately that are totally out of sync with what I expect at Costco. And, Amazon seems to be exemplifying…
Category: Cultivating Positive Relationships
Good customer service provides cornerstone of authentic marketing, reputation management
In this era of fake news and fast communication, company reputation is more vulnerable than ever to one negative headline or storyline. Strong customer service ratings over a substantial period…
Digital transformation sets the stage for 2020 customer experiences…and beyond
Customer experience futurist Blake Morgan addressed her thoughts on customer experience and digital transformation in a year-ending Forbes.com article. She emphasizes, “Digital transformation and customer experience go hand in hand.…
Customers should be treated as people, not process
While knowing your customers’ preferences, buying habits and idiosyncrasies is important, some would argue that it’s missing the point. Judd Marcello, EVP of Global Marketing at Cheetah Digital makes the…
Competition, employee expectations define 2020s ‘customer service’
Given my firm belief that customer service encompasses every element of company performance—including employee acknowledgment and respect—the coming decade will focus squarely on competition for the best treatment both of…
Customer service will roar loud and clear in the coming decade
As technology and customer expectations evolve, so will customer service practices and commitments. Every indication points to increasing emphasis on keeping customers happy to keep the business going. Companies that…
Downloading a whitepaper leads to email bombardment
I’ve talked about a version of this before. A purveyor gets you to connect based on reaching out for information, then won’t leave you alone. That can be bad “customer…
How about when the company over-communicates because of tech snafus?
What can companies do to hedge their bets about this type of needless alienation?
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