Customer Service + Social Media = Win Over Customers

Customer Service + Social Media = Win Over Customers

Have you ever thought about responding to customer comments in social media? If not, I encourage you to take the plunge. You’ll discover four great benefits. 1) Learn more about your customers (and use that to win their loyalty). Your customers are already using...

A cardinal rule of CX: Know thy customer

Want to give your customer a great experience? Then get to know them – and, crucially, remember something about them. The same principle holds true for the success of any social and professional relationship. This cardinal rule becomes even more crucial when a...

Don’t lose brand control in social media

Companies are afraid of losing ‘control’ of their brand message. There are two parts to their fear. One, customers have the freedom to say whatever they want; and, two, that is only that message in the marketplace. You can see that in part two you as a person...

Sparkling service makes sticky customers

I hadn’t set foot in the store for three years. Yet the welcome I received felt like a homecoming. But I’m getting ahead of myself… Nine years ago, back when my husband and I lived in Boston, we bought our wedding rings at a boutique jewelry store called Kosmima. We...

Get your CEO on the phone!

The CEO’s natural habitat may be their office or a boardroom but, once in a while, every CEO should spend some time handling customer service phone calls. It’s a jungle out there… Let’s be clear. I’m not suggesting that your CEO should star in the popular CBS reality...