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Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion Social Media

Conjoining vs. Conflating marketing and customer service

Near-term, commerce will see marketing and customer service conjoin—defined as “to join together (things, such as separate entities) for a common purpose.” Ultimately, I believe the two will conflate—viewed as combining two or more ideas into one. It’s kind of like the difference between a strategic partnership, where two companies work together toward a common […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion Social Media

When will companies learn that ‘fake news’ backfires?

Companies continue to think they can BS and bluster their way through our human instincts and convince us of their customer service excellence—no matter what’s really happening. A recent article by ZDnet contributor Chris Matyszczyk illustrates the point poignantly when addressing one of the most important stakeholders deserving solid customer service—employees themselves. This interesting story […]

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Business Development Customer Service Empowerment Techniques Opinion Tips

Great Resignation magnifies customer service challenges

Everything that goes into good customer service is being tested by the Great Resignation. Adequate staffing, training, and employee engagement and longevity are among the most stressed areas. It’s hard—if not impossible—to provide top-notch customer service when there aren’t enough well-trained, seasoned, and motivated company employees in place to do the job. Adequate staffing is […]

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Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Headlines warn that Great Resignation burning out those who stay

How will the “Great Resignation” impact customer service? With so many people quitting present jobs and searching for new opportunities (including changing industries and entrepreneurism), existing company resources are being stressed and strained. Moving forward, this will adversely impact the ability of companies to maintain and/or improve customer service levels and commitments. Customer service is […]

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Customer Service Empowerment Techniques Opinion Tips

Will supply chain crisis hurt or help overall product quality?

It’s “survival of the fittest” vs. “fill shelves with anything available.” On one hand, the most fit product manufacturers, in some cases at least, will be the ones best able to keep supplies on hand during the supply chain crisis. They think ahead. They figure out solutions. They overcome obstacles. On the other hand, empty […]

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Customer Service Empowerment Techniques Opinion Tips

What happens when all those great products are out of stock?

Supply chain disruptions increasingly are leading to bare shelves. In turn, many of those great products are out of stock—leading to disgruntled, frustrated customers. Many of those customers are now crying “bad customer service” as a result, and blaming those closest to the issue—retail front line workers. Business Insider freelance writer Elle Hardy interviewed one […]

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Customer Service Empowerment Techniques Kudon'ts Kudos

Consumer confidence is a many splendored, and easily shaken, commodity

Great products are part of a great customer experience. Costco has figured this out. In addition to favorable pricing and excellent treatment, Costco has earned a reputation for carrying reputable products. While it’s not a perfect system, more often than not customers can buy products with confidence—figuring that only the crème de la crème will […]

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Customer Service Empowerment Techniques Kudon'ts Opinion

Starry snafu highlights why misleading customer service is worse than none at all

Customer service representations that don’t hold up to actual performance are worse than no customer service at all. My Nextdoor post last week addresses my frustrating “Starry Snafu” experience:  “As a backup to CenturyLink Internet/landline, which I’ve had nearly 5 years, I ordered Starry on a trial basis. When I put in the order, I […]

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Customer Service Empowerment Techniques Leverage Opinion

When you’re stuck with a company providing bad customer service

When a retailer or restaurant provides bad customer service, there generally are other choices. You can simply leave one and try another. But, what do you do when the company providing bad customer service is the only game in town (e.g., telecom provider)? Or, you have a lender (e.g., mortgage loan) that you can’t just […]

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Business Development Cultivating Positive Relationships Empowerment Techniques Tips

Sometimes, the decisions about pitching clients are clear-cut

Recent furor about new voting legislation has caused companies and organizations to choose sides on the issue. Major League Baseball moved the All-Star Game from Atlanta to Denver in the wake of Georgia legislation designed to restrict voting options. So, depending on how you feel about the voting rights issue, your prospecting process can have […]