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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 »
Welcome to the soft launch of our new site, Customers That Stick. Our official launch is tomorrow, March 7th, but today I wanted to take a moment to introduce the new site and to thank those who helped make it possible. If you are new here, you will see content that pre-dates this post. These …
As many of you know, we will be launching our new blog at the beginning of March customersthatstick.com. Like all good things, this Customer Service Experience blog must come to an end. Today’s post is the final one that will be published on IntenseFence.com. It’s been fun here at IntenseFence, but this move has been …
Dear Fellow Business Owner / Manager, Let’s face it — your service sucks. Bad. Now, I’ll be the first to admit my service sucks on occasion too. But in my defense, my sins are unintentional. I am trying to do the right thing, and I either dropped the ball or hired the wrong ball carrier. …
Chances are you have an account with a big bank. No, really. There is almost a 1 in 2 chance that you have an account with a Top 10 bank and a 1 in 3 chance that you have an account with one of the Top 3 largest banks. So, there’s a pretty good chance …
Bank Convenience: Are You Being Held Hostage To Bad Service? Read More »
On Thursday, January 5th, CNBC aired a documentary entitled Customer (Dis)Service. I had hoped to blog about the documentary as it ran, but alas, the hotel I was staying in did not carry CNBC. Fortunately, inbound marketing consultant Ken Mueller gave me a real-time play by play of the show. He also did a brief …
Customer (Dis)Service: Inside the CNBC Documentary Read More »
Any list of examples of customer service skills is bound to be incomplete. Customer service and customer experience management incorporate operational, technological, and interpersonal skills that are as diverse as they are numerous. However, identifying and developing core customer service skills — in hiring, in promotion, in restructuring — can be an incredible source of …
5 Examples of Customer Service Skills You Can’t Ignore Read More »
Instead of a roundup looking back at the past year, I thought I would take a look forward in this final day of 2011. This blog will be changing a good bit in the coming year, and I wanted to talk briefly about the new direction. [UPDATE: As the redesign has already occurred and this …
The original title of this post was Is Bad Customer Service the Norm? It is a catchy title — better than my current one — however, there is only one problem with it: It isn’t true. My original inspiration for the piece came from a January blog post by Harley Manning over at Forrester summarizing the …
Why Average Customer Service is the Norm — And Always Will Be Read More »
What is Customer Lifetime Value and Why Is It Important? Customer Lifetime Value (CLV) attempts to determine the economic value a customer brings over their “lifetime” with the business. At the heart of understanding CLV lies the recognition that a customer does not represent a single transaction but a relationship that is far more valuable …
Understanding Customer Lifetime Value: A Non-Geek’s Guide Read More »
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