|
In the Second Screen Era, the need for speed is no longer an option. People’s lives are more harried and hectic than at anytime before, and the fastest way to turn customers from raving fans to raging detractors is to waste their time. Speed does not mean rushing the customer; speed means delivering the customer …
One year ago today we officially launched Customers That Stick! Being part of a strong blog community (or many communities, if that is the way you like to view it), it is easy to forget that not everyone has been around since the beginning. We’ve gained many new readers over the past year, and we …
On Monday, we posted What President Clinton Can Teach Us About Customer Service and now we’re writing about The West Wing. So, I guess it’s politics week here at CTS, and I have to say, it was totally unplanned. Thank heavens for Sean McGinnis’ excellent customer service story yesterday; at least someone’s keeping the wheels …
What Are the Next 10 Words? A #CustServ Lesson from The West Wing Read More »
When he was running for President in 1991, then-candidate Bill Clinton had a list of three fundamental campaign messages posted on the wall of his campaign headquarters: These three messages embodied the heart of what the Clinton campaign wished to convey to the country, which they did to the tune of a successful presidential election. …
What President Clinton Can Teach Us About Customer Service Read More »
I had an extremely disappointing experience with my car company the other day. Though I have every right to call this company out, I am not going to say who the car company is. Instead, I would like to focus on what happened and how a company can do extreme damage to its brand and …
Fine Print Is Inevitable; Bait and Switch Is Not Read More »
I have a terrible customer service story to share. It is a story of bait and switch advertising so blatant that everyone I tell it to is shocked by the brazenness of it. People literally get mad just hearing the story. But something happened as I began writing the story this weekend: I found myself …
Why I Don’t Call Out Bad Companies by Name on This Blog Read More »
Today is my two year anniversary of blogging, and I would like to admit something: I don’t know everything. It’s an obvious statement, of course, who does know everything. But it helps me make my larger point that this blog is primarily a single author blog. While we are increasing our guest posts significantly, at …
Smack Me Down Hard: This Blog Will Be Better for It Read More »
One of my favorite ideas is the concept of letting people “rent space” in your head. The idea is based on the premise that people only have power over our emotions to the extent that we allow them to. If someone cuts you off in traffic, do you… If you chose answer 3, that is …
On March 7, 2012, we asked 19 business, marketing and customer service experts the fundamental question: What is Customer Service? We received some truly insightful answers and thought we would revisit some of the better nuggets by creating a SlideShare presentation. If you missed the original post or have not read it in awhile, check …
What is Customer Service? A Look Back via SlideShare Read More »
In our last post, What is Hero-Class Customer Service? Part 1, we discussed why we like the term Hero-ClassTM Customer Service and the characteristics that customer facing professionals need to become customer service heroes. The final piece of understanding Hero-ClassTM Customer Service is to discuss what it looks like in an organization as a whole. …
© 2011-2023 CTS Service Solutions, LLC.
All rights reserved.
Legal Information | Privacy Policy
How to Cite this Site