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 […]
Category: Opinion
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 […]
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 […]
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 […]
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 — […]
A December 2021 Godaddy.com article that addresses “10 ways to create better predictability in customer service” notes, “Creating predictability in customer service is one of the most challenging things to do for small business owners. It’s one thing to do customer service yourself when you’re just starting your business. But as you scale and hire […]
OK folks, it’s a clean slate. New Year. New ideas. New opportunities. Or perhaps it’s actually a return to old values, insights and practices that will do the most good. In customer service, bedrock practices based on historical wisdom always seem to work best. So, with the New Year, let’s look at some of those—and […]
Decided to take my own customer service advice to end the year. I purchased a bunch of smiley balloons from Dollar Tree for $1 apiece and performed a random “ballooning.” Figuring that everyone could use a smile right before Christmas (as well as the rest of the year), I handed out balloons in my building […]
Santa Claus is all about customer satisfaction. So, I was right in my element last week, playing the jolly fellow for a group of young enthusiasts. True to Santa form, everyone wound up smiling and satisfied. When handled appropriately, the Santa experience encompasses fundamentals of great customer service—kindness (empathy), giving of one’s time freely to […]
Kind words. Acknowledgement. A big “thank you for all you do.” These are a few of the many random acts of kindness that both customers and customer service can perform to honor each other this holiday season. Then, pay it forward into the New Year. While this is the time of year when we pause […]
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