customer service posts, articles, and infographics

Why Social Media is Not “Just for Major Brands” – It’s For You

April 23, 2012 by Mila Araujo
with 157 views

Image: tashka2000 /Shutterstock

There is no guarantee that if you open your store tomorrow, you will be stormed with customers. Why would you expect immediate results with social? [read more]

Why Customer Service Is Your Best Marketing Tool

April 17, 2012 by Mitchell Wright
with 310 views

Keeping customers happy means more than throwing money at them.You also need to give your customers adequate time to show them you value their business. It doesn't matter if you run an email compliance and archiving service or provide a premium widget for blogs, for example, be willing to help the customer set up the widget. [read more]

How to Turn Your Customers Into Brand Evangelists

April 12, 2012 by Laura Moisei
with 107 views

Creating a network of loyal customers (who do more than buying and speak out for your brand) is indeed a matter of empathy company-clients. Well, a strategic empathy I may admit. At any stage, customers are unlikely to think the same about your company as you do, so consider the steps below to get off on the right foot with your “evangelization“ tactic. [read more]

Top 10 Call Center Trends for 2012

March 30, 2012 by Omar Zaibak
with 410 views

Photo: suravid/shutterstock

As the call center industry continues to evolve, here are 10 trends to watch out for in 2012. [read more]

The Year of the Social Predator Has Arrived & The Social Mind

January 25, 2012 by Peter Auditore
with 215 views

The Year of the Social Predator Has Arrived [read more]

Which Department Should Lead Your Social Media Activities?

January 23, 2012 by Luke Brynley-Jones
with 357 views

Image: Courtesy of author blog

Deciding who takes the lead on social media is one of the biggest questions that big brands (and lesser mortals) are facing today. [read more]

How a Social Care Strategy Can Increase Overall Brand Sentiment

September 30, 2011 by Jennifer Bach
with 339 views

As business continues to adopt social media into overall their communications, providing customer service through these networks is an emerging trend. “Social care” involves providing assistance to customers via platforms such as blogs, Facebook and Twitter. I’ve just finished pulling together a new benchmarking study of seven Fortune... [read more]

Is Your Community Manager a Customer Service Agent? Why (and How) They Should Be

July 18, 2011 by Cindy Meltzer
with 195 views

Customers are going to ask questions via your social media channels, no matter what you say they are for. It’s best to have a Community Manager (or two or three) who is ready to put on the Customer Service Hat whenever necessary. [read more]

Team Leaders & Their Changing Role In Customer Service – Session 1

June 21, 2011 by Martin HIll-Wilson
with 187 views

The team leader role has seen many changes in recent decades and during economic downturns. Now leaders are becoming trapped by administrative tasks and spreadsheets. How to get back to engagement. [read more]

Self-Service for the Social Customer?

May 16, 2011 by Hansen Lieu
with 503 views

However, my take-away from Maoz's observation is that it is still important for companies to offer a combination of touch points in the future. Organizations need to balance the level of service they deliver to the resources that they have while making a reasonable return for their investors. Self service offers organizations the ability to help customers solve their problems quickly and provides a high ROI. [read more]

Handling Complaints: Demanding and Requesting are Two Different Things

April 11, 2011 by Michelle Vanek
with 185 views

Michelle is the owner of Eye2Eye Consulting, based out of Toronto, Canada. She is an expert in the field of conflict management and public relations. For more information about the company and their services, please visit their site: www.eye2eyeconsulting.com. Eye2Eye Consulting, indisputably indispensable [read more]

Mobility for Customer Service

April 5, 2011 by Hansen Lieu
with 659 views

You may wonder how mobility can help to deliver exceptional customer service. As it turns out, one of the low-hanging fruit scenarios for mobility is field service. [read more]

My Mother, The Customer Service Expert

March 11, 2011 by Alyson Stone
with 1,115 views

When I am in "drinking from the firehose" mode, I try to remember my mother's tenets of being a good hostess. [read more]

Customer Service Makes the Sale: Getting a New Fridge for Christmas

January 28, 2011 by Lori Jo Vest
with 944 views

Two days before Christmas, the refrigerator started losing its grip. The ice cube trays became a bit sloshy and the frozen food wasn't as frozen as it should have been. I was making the list to stock up for Christmas dinner for my family and my fridge was in decline. In the midst of my last-minute shopping, house cleaning for guests... [read more]

Customer Collaboration: The New Face of Customer Care

January 26, 2011 by John Hernandez
with 2,366 views

Social media has become a popular and dynamic platform for communication, conversation, and sharing. But now, with more than two thirds of the world’s population visiting social networking sites, it has become an immensely important means of communication for both individuals and businesses. Increasingly, as individuals become more... [read more]

It's CRM, NOT Magic!

December 22, 2010 by Corie Kaftalovich
with 604 views

Though created with the utmost advanced technology and packaged with the promise of making your business one smooth-sailing dream, CRM should be viewed as a tool that creates magic and NOT as magic itself.Too often, CRM is assumed to function like the acclaimed Ronco Rotisserie, with the philosophy of “set it and forget it”. With... [read more]

The Customer is Always...

December 21, 2010 by Tim Sanchez
with 483 views

It's probably the most overused expression in customer service:The customer is always right!For the longest time, I thought it was complete BS. My reasoning? I'm a customer, and I'm wrong a lot. That's pretty simple, right? I assume things that aren't true and I expect things that aren't possible. My customers are also often wrong. They... [read more]

The Social Customer Engagement Index - Part Two

December 8, 2010 by Brent Leary
with 1,150 views

In June of this year we conducted a survey of the community. Our goal was to get a better understanding of how TSC members felt their companies were doing with respect to utilizing social tools and strategies to improve customer service. We thought it would be a good first step in gauging where companies are today in this... [read more]

Measuring Social Customer Service? Easy Peasy...

November 15, 2010 by Esteban Kolsky
with 1,634 views

Let's say you decide to implement Social Customer Service - either by installing something new and awesome (that I don't know about), or by extending your Customer Service into social channels (which I'd recommend).You begin to measure the "traditional" customer service metrics: number of interactions, speed to response, satisfaction,... [read more]