Last November, I had the pleasure of attending The DiJulius Group’s Secret Service Summit (this event has passed. Sign up is no longer available). After the event, I did a recap of this exciting customer service conference (link no longer active) where I listed the speakers and broke down some of the better takeaways from …

The Secret Service Summit: John DiJulius Interview, Part 4 Read More »

In this video interview, customer service authority John DiJulius gives great insight into how companies can improve the customer experience through managing the customer experience cycle. Some of the key points John expands on are…

I had the incredible pleasure of interviewing customer service speaker, author and consultant, John DiJulius. John is truly The Authority on World Class Customer Service and his Secret Service systems can help organizations transform their customer experience into something that is a true source of competitive advantage. John’s books include Secret Service: Systems That Deliver Unforgettable …

Must-See Video Interviews with Customer Service Authority John DiJulius: Parts 1 & 2 Read More »

A couple of weeks ago, I realized that the most excellent Social Slam conference was almost upon me, and that I would be meeting real, live flesh and blood people from social media and not just their digital shadows. That meant I needed business cards — and fast. I had used UPrinting.com for a number …

UPrinting Customer Service: When Real People Actually Answer Read More »

When we launched Customers That Stick in March, we ran a month long sweepstakes to celebrate and promote the launch of the site. You can read the original post here: The Final Post and Win a Kindle Fire. Below are the three excellent prizes along with the winners!   1st Prize: Amazon Kindle Fire (7″ …

We Have Winners! The CTS Launch Sweepstakes Read More »

The last time I wrote about Domino’s was for a piece over at Spin Sucks entitled, 11 Reasons Domino’s Turnaround Campaign Worked. At that time, I lauded the brilliance of the Domino’s team’s self-critical, mea culpa approach to reinventing their product, remaking their company, and rebranding their name. It was a remarkable business and marketing …

Marketing Domino’s: Should an Ad Campaign Tell Customers NO? Read More »

So, my wife and I were driving in the Orlando area yesterday and saw this sign. We were laughing so hard that we had tears in our eyes. Sometimes a picture is worth an entire blog post full of words. Best sarcastic comment wins a prize!

There are two words of advice that all good salespeople and customer service reps know: Shut Up Customer service and sales are remarkably similar in this respect. When confronted with a prospect or a customer who has an issue, reps often immediately start talking, offering assistance and mostly trying to avoid the discomfort of silence. …

Want to Help Your Customer? Then Just Shut Up Read More »

I recently came across a post on social customer service on Francisco Rosales’ excellent SocialMouths blog that contained some interesting data. Francisco posted an infographic from Our Social Times, a blog dedicated to social media marketing news and events, based on data from The Social Media Customer Service Report conducted by TNS. Francisco had some …

Do You Need Social Media for Customer Service? [Infographic] Read More »