More about communicating effectively, not excessively
OK, I’ll admit it: Following on the heels of my constant criticism of those who only respond to one of several points in an email, I did it myself this…
When customer service breaks down because of over-communication
Information overload coupled with inattention is creating a variety of customer service challenges. One of them, seemingly ironically, is over-communication that leads to incomplete reading and, in some cases, lack…
Turn a tech trauma into an opportunity
A couple weeks ago, I criticized J.B. Hunt, Costco’s Whirlpool delivery partner, for tech-fueled communications snafus. Between Costco and J.B. Hunt, auto-generated notices flew back and forth about canceled orders,…
Get tech plusses to offset the minuses
As with almost everything in this world, technology is not all or nothing. Glitches and gaffes are offset by really cool advanced technology that truly engages prospects and customers. A…
When technology runs headlong into common sense, customer service
Technology is touted for its customer relationship management enhancement. Using advanced techniques, marketers can mine much information about prospects and customers, ranging from how they want to be communicated with…
Jeff Bezos: Here’s how to lose a loyal customer
I hadn’t planned to write this post, but Amazon’s batting zero this week inspired (and infuriated) me. Recently, I wrote a post about how Amazon needs to slow down fulfillment…
Amazon customer service to sellers falters
I gotta admit: I’m conflicted about ordering from Amazon for reasons beyond fulfilling their guaranteed delivery windows and treatment of employees. A just-uncovered businessinsider.com article details how the company is…
Unmet commitments lead to buying hesitation
While the art and science of good customer service can get rather complicated and sophisticated, the essence is simple: Make customers like, trust and respect you. All the customer service-oriented…
