Social Media

Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media

I am a guy of advancing age (late 50s), so I am starting to sound like my father. Occasionally, I even find myself suggesting a fondness for the past by populating sentences with phrases like, “In the good old days…” Yesterday or Today But when it comes to customer service experiences, I am uncertain as to…

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Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them

In last week’s blog, I made a distinction between “likely to recommend” and “actually recommend.” I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy…

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When The Customer Is Wrong – Should The Business Be Right?

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. I’ve come to believe that in order to be truly…

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The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.  I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I…

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The Power of Video in the Field of Customer Service {Guest post by Alleli Aspili}

Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation. Companies, together with their tech support divisions should consider incorporating videos in their operation, as it has become a…

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Not Hand Size – Heart Size: The Art of Engagement and Loyalty

While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters. I am honored to say I know and work with a company from Sheboygan, Wisconsin whose leaders care so much about…

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