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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
4 Ways to Get Good Social Customer Service Read More »
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 »
On June 7, 2012 we discussed the ways we can all be better customers and increase our chances of getting great service. The original post was titled How to Be a Good Customer: 16 Ways to Not Be a Jerk and is one of our most popular posts to date. We thought the post was
Want to Be a Good Customer? Look in the Mirror Read More »
You cannot discuss online rating systems without mentioning Amazon.com. As the largest online retailer, Amazon has always been at the forefront of online shopping and it’s comment system is one of the most, if not the most, sophisticated out there. Amazon has introduced numerous innovations over the years to add credibility to its rating system:
How Amazon Can Improve Its Rating System Read More »
I enjoyed this excellent infographic from the folks over at Help Scout. The infographic, originally posted by Gregory Ciotti on the Help Scout blog, curates a number of well-known statistics with some lesser-known data to synthesize a graphic that shows how costly customer service can be. A few standout takeaways serve as great reminders: Enjoy
Bad Customer Service Costs You, Big Time Read More »
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