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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 »
Okay, I will admit it: one of the guilty pleasures in my household is a show called Doomsday Preppers. To begin, I have always been interested in preparedness, and modern disasters like Katrina and Sandy have only helped to reinforce that interest. Both storms exposed a concern that was previously disregarded as a paranoiac fantasy:
Organizational Management: The Doomsday Preppers Edition Read More »
Scripts have a bad rap in the customer service field. No matter the format — speeches, blog posts, chats — it is common to hear customer service professionals say things such as… And they are right… For the most part. Why Scripts Suck Who doesn’t hate having a semi-skilled customer automaton robotically read a canned
In Defense of Customer Service Scripts Read More »
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
3 Things You May Have Missed in CTS’ First Year Read More »
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