Empowering People to Speak Up and Speak Out!
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…
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…
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…
What can companies do to hedge their bets about this type of needless alienation?
#CXchat #CustServ #CustomerService #Brand #CX #Marketing #BeyondPhilosophy #CusEx #CustomerService
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…
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…
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,…
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…
