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Are customers who use social media different than other customers? The American Express 2012 Global Customer Service Barometer (pdf) says Yes, they are. In addition to establishing a few key differences between consumers who use social media and those who do not, the AMEX Barometer sheds light on general consumer attitudes towards customer service and […]
Customers Who Use Social Media Are More Vocal & Spend More Read More »
Guest Poster: Ken Mueller It is my pleasure to introduce Ken Mueller, owner of Inkling Media, a social media, marketing and communications consultancy based in Lancaster, PA. Inkling Media offers a personal, hands-on approach that gives you the education and tools necessary to create and manage a successful Internet marketing program. Customer service isn’t just
Why Customer Service Is Important For Nonprofits Read More »
Hello everyone, in place of my usual Thursday post, we simply have an announcement. I will be embarking on a #DigitalDiet for a little bit. I will be around (so to speak) but disconnected from the Matrix. 🙂 In my absence, Ken Mueller, owner of Inkling Media, a social media, marketing and communications consultancy has
A Digital Diet and an Upcoming Guest Post Read More »
When I first began blogging and engaging in social media, I was fortunate enough to be exposed to Mark Schaefer’s excellent introduction to Twitter, The Tao of Twitter. Mark’s book was the perfect introduction to a medium that I had dismissed as banal and incoherent only a few months earlier. As I leapt into social
How a Customer Service Ethic Changed My Twitter Philosophy Read More »
The illustrious Stephen Covey passed away earlier this week. Covey was a legend in the business community. Author, speaker, and educator, Covey was most famous for his huge bestseller The 7 Habits of Highly Effective People. The 7 Habits had a major influence on my life. It was released when I was in business school,
The 5th Habit of Customer Service: A Shout Out to Stephen Covey Read More »
We are only halfway through the year, but Big Data seems on track to be crowned the official “hot” customer experience term for the year 2012. A quick definition of Big Data from my pals over at Vivisimo: “While “big data” lacks a formal definition, it generally refers to extremely large data sets that are
Big Data Knows Your Name: You Better Know Hers Read More »
The reality of the customer relationship is that the two parties are not on equal terms. Businesses exist to serve customers, and as such, business professionals must embrace the challenge of attempting to understand the customer, they must embrace the responsibility of empathy. To deliver effective customer care, we need to understand that we do
Customer Service Is Not a Two-Way Street Read More »
What airline has the best customer service scores? The annual American Customer Satisfaction Index for the airline industry was just released. If you are not familiar with the ASCI, here is a blurb from its site (link no longer available): The ACSI reports scores on a scale of 0 to 100 at the national level.
Customer Service In Airlines: Who Is Best and Does It Matter? Read More »
Author’s note. This incident occurred around three years ago. All times and dialogue are approximate. Company and personnel names have been changed to protect the guilty. We have all experienced the joy of hard shell plastic clam packaging. You know the type, the packaging that requires the Jaws of Life just to get to your
Just Sit There and Bleed: A Tale of Healthcare Customer Service Read More »
Here at Customers That Stick, we focus on customer service from the perspective of customer-facing professionals and companies. Yet, customer service is inherently a two-way street, and when you talk about customer service long enough you eventually run into a simple fact: Customers have some responsibilities in the company/customer relationship. Sure, the customer is paying
How to Be a Good Customer: 16 Ways to Not Be a Jerk Read More »
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