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MIT recently released a new study showing that customers sometimes review products with companies that they’re loyal to even when they have not personally used the product. To quote the article (emphasis mine): “Even a company’s loyal customers are inclined to write negative reviews about its products, regardless of whether the customers actually have purchased …
Customers Lying Online: An Interesting New Study Read More »
Last week, I went to a national “market” restaurant to grab a quick lunch. I do not go to this chain often but have been an infrequent customer since I discovered it back in 1993. So, I have a bit of a long term perspective on its business and its customer service. In the past …
Customer Service Training: Principles Trump Procedures Read More »
As a Netflix customer, I have been fascinated by its recent move into original programming. Netflix began as a mail-order DVD service that revolutionized the movie rental business with a brilliant logistics system. Instead of driving down to the local movie rental store, consumers could now choose videos from the comfort of their homes and …
Netflix, Customers, and Evolving a Business Model Read More »
Do you want to know one of the essential signs that a company has a Hero-ClassTM Customer Service culture? Customer documentation. Yes, I said documentation. Okay, I can hear you now: Booooorrrring. And you’re right: it is. But it is also crucial. Documentation is one of the secret ingredients of a customer-centric organization, and it …
5 Reasons Customer Documentation Is at the Heart of Great Service Read More »
Donna Gurnic is Market Development Coordinator here at CTS Service Solutions. Social media has proven to be an effective tool to help consumers communicate with companies. We’ve seen a couple get a quick home loan approval and a man get his iPad back. Unfortunately, the more widespread the use of social media for customer service …
I flew Delta Air Lines a few months ago and was pleasantly surprised by the before-flight safety video. Instead of the standard sleep-inducing safety presentation, Delta presented a safety video that blended the necessary safety information with a variety of humorous visuals. In some senses, the video represents a gutsy move. Airline safety is not …
Delta Air Lines Improves Customer Experience with a Safety Video 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 »
If you have not seen the greatest Facebook brand implosion in history, then congratulations, you must have been off the grid for the past few days. It began with an episode of Kitchen Nightmares so indescribable that you have to see it to believe it. The short version is this: Amy and Samy Bouzaglo, owners of …
5 Small Business Lessons from the Kitchen Nightmares Meltdown Read More »
It begins innocently enough. The reservation got messed up. Your agent put down 10 p.m. instead of 10 a.m. It is a minor slip of the keyboard, a single letter. But you are in the airport car rental business. 12 hours is a gulf the size of the ocean. Fortunately, your confirmation system sends the …
6 Ways to Keep The Sucky Service Snowball from Rolling Downhill Read More »
As I read an article this morning about the Boston marathon bombing, I realized that it has been a long time since I have done a nonprofit spotlight. For those of you who are not familiar, occasionally, I will use this blog (or the previous incarnation) to highlight a nonprofit organization. Technically, today’s spotlight is …
Nonprofit Spotlight: Help a Boston Marathon Hero Read More »
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