The last time I wrote about Domino’s was for a piece over at Spin Sucks entitled, 11 Reasons Domino’s Turnaround Campaign Worked. At that time, I lauded the brilliance of the Domino’s team’s self-critical, mea culpa approach to reinventing their product, remaking their company, and rebranding their name. It was a remarkable business and marketing […]

So, my wife and I were driving in the Orlando area yesterday and saw this sign. We were laughing so hard that we had tears in our eyes. Sometimes a picture is worth an entire blog post full of words. Best sarcastic comment wins a prize!

There are two words of advice that all good salespeople and customer service reps know: Shut Up Customer service and sales are remarkably similar in this respect. When confronted with a prospect or a customer who has an issue, reps often immediately start talking, offering assistance and mostly trying to avoid the discomfort of silence. […]

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 […]

Customer service is about attitude first, skills second. All of the product knowledge and technique training in the world will not produce results if a customer facing professional (CFP) is not trying to achieve success in the moment. A CFP must care enough about the final result to actively look for solutions and to shift […]

In our previous post, guest author Jayme Soulati of Soulati Media, Inc. wrote about How Great Marketing Can Create Bad Customer Service. I was fortunate enough to interview Jayme and to get her to expand on the thoughts she shared in her written piece. I was glad to capture Jayme live, as her enthusiasm and […]

Jayme Soulati Our guest post author for this installment of the Customer Service Stories series is Jayme Soulati, President of Soulati Media, Inc. Soulati Media delivers business-to-business social media marketing with public relations. For more Jayme, check out her hard-hitting blog at soulati.com. Also, please keep an eye out for our great video interview with […]

I had the opportunity this past week to sit down with Richard Shapiro and talk about his recently released book: The Welcomer Edge: Unlocking the Secrets to Repeat Business. Richard embraces the concept of Welcomers, those members of a company’s team who know how to instantly make a connection with a customer and who continue […]

It is the most fundamental of questions. Like many concepts, customer service seems to be in the eye of the beholder, a Rorschach test for how one views business and, to some degree, life. Is customer service a mere business function, subject to the tight strictures of return on investment? Or is customer service an […]