Archive for the ‘Customer Service’ Category

September 23

Social media changes customer service landscape

by Torben Rick No Comments
Categories: Customer Service
Tags: , , .

Social media has forced openness and transparency in businesses that was not possible before. The power has shifted to the customer who can, if dissatisfied with the business, impact the business and brand very publically. More and more companies has embraced social media to drive customer serviced to new levels and, in the process, validated [...]

August 15

Act quickly to avoid a corporate image nightmare

by Torben Rick No Comments
Categories: Customer Service
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A bad experience shared on the Internet can travel at a velocity that can reach millions of people over night. As people begin to identify with or share their own experiences – the impact on a company’s reputation and sales can be dramatic. No airline can afford to forget the viral impact of the YouTube [...]

August 2

Social media has shifted the bal­ance of power

by Torben Rick No Comments
Categories: Customer Service
Tags: , , , .

Com­panies these days must under­stand that every­body has a voice. So the best way to avoid a pub­lic rela­tions night­mare is to give great cus­tomer ser­vice right out of the gate. “It’s a bad day when a customer’s upset,” says Dave Car­roll, cre­ator of the musi­cal tril­ogy United Breaks Gui­tars. United repeatedly refused to listen [...]

April 29

Start thinking like a customer again

by Torben Rick No Comments
Categories: Customer Service
Tags: , .

CRM and other data driven items have removed much of the human element that we all crave. While we have been busy collecting all this data, including the voice of the customer, we have further pushed the consumer away. We have made it harder and harder to interact with the actual company. We base decisions, [...]