Categories
Customer Service Empowerment Techniques Good Content Opinion Tips

 When all digital files failed, hard copy saved the day

This is a follow-up to my People who need people post. As the previous post addressed the need for real, live people in the customer service mix versus all-digital, this one discusses the digital versus hard-copy issue. For those firmly committed to all-digital, all the time, good luck. You’re gonna need it. My recent technology […]

Categories
Cultivating Positive Relationships Customer Service Empowerment Techniques Good Content Kudos Opinion

 ‘People who need people’ once were ‘the luckiest people in the world’

In the 1964 Broadway musical Funny Girl, star Barbra Streisand introduced the song “People.” In part, the lyrics went, “People who need people are the luckiest people in the world.” From live phone customer service support to grocery checkout, increasingly the default is to push everything to technology: email, chatbots, text, grocery scanners. When it […]

Categories
Cultivating Positive Relationships Customer Service Empowerment Techniques Good Content Kudos Opinion

 Bob Burger Recreation Center scores customer service victory

Lafayette, Colorado’s Bob L. Burger Recreation Center is the best community fitness facility I’ve visited in 45 years. And I’ve had some type of fitness membership—from private clubs to community rec centers and everything in between—during that entire time. The delightful customer service experience was even more impactful given the current trend toward stupid, inattentive, […]

Categories
Cultivating Positive Relationships Customer Service Empowerment Techniques Good Content Kudos Opinion

Customer service, employee empowerment, and pro-planet movements coalesce around B Corp 

As Mark Lusky Communications celebrates 40 years in business and the fourth anniversary of the happycurmudgeon.com Customer Service blog, we pause to honor the evolution of the international B Corp movement, and one of B Lab’s Global Stewards, thought leader Jared Meyers. He founded Legacy Vacation Resorts (B Corp); is a Co-Founder of Florida for […]

Categories
Customer Service Kudos Opinion Social Media

Grocery stores step up to the customer service plate

I’m so accustomed to citing Costco’s legendary customer service that it’s hard to fathom that other retailers are making their own contributions. Two grocery store experiences over the last couple weeks deserve high praise for service above and beyond. While vacationing in Florida, I went to Publix (largest employee-owned US company according to Forbes) in […]

Categories
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 […]

Categories
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 […]

Categories
Building Bridges Cultivating Positive Relationships Customer Service Opinion

‘Survival of the Nicest: Customer Service as a Business Growth (and Survival) Engine’

Micah Solomon’s headline above and column on Forbes.com really hits the nail on the head about customer service being everything to a company’s wellbeing. In the article, he notes, “Customer service is the essential growth engine for any company finding its footing in the entrepreneurial world. You don’t have the luxury today of building a […]

Categories
Customer Service Opinion Social Media

Spotify: When customer service crashes

Customer service, especially a perceived lack of it, can impact a company’s reputation—and profitability—in no time flat. In part, this is why customer service really is a company’s “everything” at this point in time. Marketing campaigns unsupported by stable or stellar customer service are proving a waste of time and money—as consumers see through marketing […]

Categories
Business Development Cultivating Positive Relationships Customer Service Opinion Tips

Time-tested customer service practices will help counter complaint regulations

Customer service complaint regulation may be coming to a business near you. According to an article in Forbes.com, “Stricter regulations will force businesses to focus on complaints management…With the new Australian regulation RG 271 having gone into effect on October 5, 2021, we predict that similar regulations will continue to expand around the globe — […]