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As many regular readers know, we purchased a new house at the end of last year. The builder did a good job overall, giving great customer service in some areas but failing to deliver the house on time, which diminished the overall customer experience. Last week, after many months living in the house, the maintenance …
Customer Gifts: Making a Nice Gesture the Right Gesture Read More »
The title of this post comes from a question we use in job interviews. The full question is as follows: Sales, customer service or operations: Which one is most important and why? Now, the job we use this question for actually requires a fairly equal distribution of responsibilities among all three functional areas, but we …
Sales, Customer Service or Operations: Which Is Most Important? Read More »
We are pleased to present our next installment in the Inside Customer Service video series: Ken Mueller, Inbound Marketing Certified Professional and Inbound Marketing Educator with 30 years of experience in the media industry. Ken is the proprietor of Inkling Media, an inbound marketing shop based in Lancaster, PA with an emphasis on social media, …
Managing customer expectations. Few phrases sound as common yet betray such a fantastical goal. The concept itself, to some degree, is misleading. So many variables go into creating customer expectations that it seems almost quixotic to attempt to manage them. Let’s just take a look at some of the inputs that go into creating customer …
On January 28, 2013, we introduced a new way to define ideal customer service. We had a lot of fun putting together our concept of Hero-Class Customer Service™, a concept that stems from the belief that every delivery of superior customer service involves a hero of some sort. We thought a Slideshare presentation would be a …
Guest Poster: Matt Powers Matt Powers is an Internet Marketer with Blue Soda Promo. He also does graphic design so he’s a pretty busy guy at work. Off the clock, he blogs here (link no longer active) and most nights are spent watching Chicago sports or a good documentary. We all know what the five …
4 Easy Site Changes to Create a Great Customer Experience Read More »
This week On Device Research released a study showing that 8% of 16-34 year olds in the United States believe they have been denied employment because of their Facebook profile. The study showed that the percentage was 16% in China. While this study has some inherent flaws in it (see note at bottom), it brought …
Can Complaining About a Company Online Hurt Your Job Prospects? Read More »
We are pleased to present our next installment in the Inside Customer Service video series: Richard Shapiro, author of The Welcomer Edge: Unlocking the Secrets to Repeat Business. Richard Shapiro is the Founder and President of The Center For Client Retention, which provides research, training and consulting services to Fortune 500 corporations on how to …
Seth Godin had a great post recently entitled On teaching people a lesson. In Godin’s words: “You’re actually not teaching them a lesson, because the people who most need to learn a lesson haven’t, and won’t. What you’re actually doing is diverting yourself from your path as well as ruining your day in a quixotic …
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