Customer Service

Dislike Keyboard
Wake up call – change or fade away

Changes in the way customers wish to be served - change or fade away Businesses to consumer industries are facing tremendous changes in the way customers wish to be served....

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Social media unlike keyboard
Customer complaints on social media ignored

Too many companies still think of social media as a marketing communication tool Too many companies still think of social media as a marketing communication tool and ignore the fact...

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Change management require that people feel the problem
Before the rise of social media – now customer share their experience

Social media have created a participation culture. We no longer merely watch and consume culture. We create, share and interact with it. Social media has forced openness and transparency in...

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Is creative crisis communication gaining ground

Creative crisis communication Apologizing has become one of the standard practices of crisis communication and reputation management. The problem is, they are all starting to sound alike. Johnson & Johnson,...

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1 in 5 customer complain to companies through social media

Consumers complain using social media 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...

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Video as a storytelling tool
How to surprise the customer

Surprise the customer 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...

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Is there anybody out there
Is there anybody out there – Customer service and social media

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...

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Social media has shifted the balance of power
Capture complaints through social media

Capture complaints through social media It’s no secret that customers around the world are using social media voicing their opinions about brands they like (or dislike). That's why more and...

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Use social media to surprise customers
Use social media to surprise customers

Use social media to spread a little happiness amongst customers During the unprecedented ash crisis in Europe KLM used social media quit actively to inform about an ongoing situation. They...

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Social media changes customer service landscape

Social media changes customer service landscape Social media has forced openness and transparency in businesses that was not possible before. The power has shifted to the customer who can, if...

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Yet another social media failure
Act quickly to avoid a corporate image nightmare

Air Canada acted quickly to repair a wheelchair A bad experience shared on the Internet can travel at a velocity that can reach millions of people over night. As people...

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Social media as a crisis communication
Social media as a crisis communication

Icelandic volcano eruption During the Icelandic volcano eruption call centers couldn’t handle that many requests. There were a need for alternative methods so more and more airlines turned to social...

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