Businesses to consumer industries are facing tremendous changes in the way customers wish to be served. This puts a lot of pressure on management to understand that if the consumer’s or customer’s way of behavior changes, this means that the company’s customer service needs to change. This is an ongoing process and it will not [...]

How do you get your customers to talk about the experiences they’ve had with you? What motivates people to proactively tell stories about their customer experiences? What is it about an experience that makes it a story worth telling? What are the social and psychological benefits of telling these stories? Telling stories is one of [...]

Are your customers asking the very same thing Roger Waters famously asked on the 1979 Pink Floyd classic The Wall: “Is There Anybody Out There?” In today’s competitive world, a company’s reputation for satisfying clients is one of the key factors in whether or not someone will buy from them. From the perspective of a [...]

The social media world has turned into a venue where really upset people who used to never really have a voice now have a way to make your company suffer for making them upset. Customer service may have always been technically important, but today it is amplified by the power of “word of click“. Everyone [...]