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Guest Poster: Miguel Perez It is my pleasure to introduce Miguel Perez, (mt) Media Temple Engagement Supervisor. Miguel has spent 15 years in customer service. Since coming to (mt) Media Temple in 2008 he’s done front line support, lead a support team, served as a supervisor and now leads the Media Temple customer engagement effort. […]
Customers and Support: A Social Contract 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 »
As many regular readers know, we purchased a new house at the end of last year. The builder did a good job overall, giving great customer service in some areas but failing to deliver the house on time, which diminished the overall customer experience. Last week, after many months living in the house, the maintenance
Customer Gifts: Making a Nice Gesture the Right Gesture Read More »
The title of this post comes from a question we use in job interviews. The full question is as follows: Sales, customer service or operations: Which one is most important and why? Now, the job we use this question for actually requires a fairly equal distribution of responsibilities among all three functional areas, but we
Sales, Customer Service or Operations: Which Is Most Important? Read More »
Guest Poster: Matt Powers Matt Powers is an Internet Marketer with Blue Soda Promo. He also does graphic design so he’s a pretty busy guy at work. Off the clock, he blogs here (link no longer active) and most nights are spent watching Chicago sports or a good documentary. We all know what the five
4 Easy Site Changes to Create a Great Customer Experience Read More »
Seth Godin had a great post recently entitled On teaching people a lesson. In Godin’s words: “You’re actually not teaching them a lesson, because the people who most need to learn a lesson haven’t, and won’t. What you’re actually doing is diverting yourself from your path as well as ruining your day in a quixotic
Win the Argument, Lose the Customer Read More »
Guest Poster: Sean McGinnis It is my pleasure to introduce Sean McGinnis. Sean McGinnis is founder of 312 Digital , a company that provides digital marketing training for business owners, marketers, consultants and agency employees. He consults, speaks and blogs about SEO, internet marketing & social media. Sean is based in Chicago and has been
Don’t Stalk Me: A Customer Experience Cautionary Tale Read More »
Guest Poster: Andrew Konoff It is my pleasure to introduce Andrew Konoff. Andrew is the Marketing and Community Manager at GoInstant, a co-browsing company. There, he runs a blog that focuses on bringing customer experience management to a broader audience. You can find him on Twitter as @andrewkonoff. Last week I decided it was finally
Five Ways that Video Matters for Customer Experience Read More »
I am pleased to introduce Donna Gurnic, our Market Development Coordinator here at CTS Service Solutions. After hearing about Donna’s Office Depot story, I encouraged her to share it in her own voice for our Customer Service Stories series. Last week I had the most unique experience I have ever had as a customer. I
Office Depot Customer Service: Competition Is Right Next Door Read More »
Analyzing your customer experience is no easy process, and the larger the organization the more complicated the endeavor. In fact, even for a solopreneur or mom and pop store, a true analysis of the customer experience can take hours or days. It can be a daunting task to truly do a customer experience audit, and
15 Minutes to a Fresh Look at Your Customer Experience Read More »
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