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37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Marketing exaggeration sets up poor service complaints

Industries ranging from telecom to travel are experiencing the downside of exaggerated marketing claims unsupported by performance. An ad touting lightning-fast 5G connections offers disappointment when customers learn that it’s available so far only in certain areas with certain cellphones. Airlines boasting terrific accommodations are almost doomed to disappoint when travelers wind up stuffed to […]

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37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Successful customer service programs develop from a place of authenticity

Essentially, treating people well and keeping them happy is substantially about treating others the way you want to be treated. Putting together and maintaining a system that will do this reliably across all customer service audiences in a rapidly expanding marketplace is the biggest challenge. Where to start? By understanding that the most successful customer […]

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37 and Counting Customer Service Empowerment Techniques General Marketing Good Content Leverage New Media Branding Opinion Social Media

Fraud fears and instances permeate 2020 customer service

Any company taking, storing and processing customer information is risking their reputation and the customer’s financial wellbeing every day. One data breach can undo many years of reputation-enhancement and consumer confidence. And now, even when there isn’t an acute problem, many consumers fear one may be on the horizon. Notes Forbes’ Shep Hyken: “Are you […]