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Customers use a mix of channels for service, but expect a consistent experience across them. Here are the five do’s and don’ts for creating that harmonized multichannel customer service experience. |
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Tuesday, 06 December 2011 |
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“Social media” is the big buzzword humming around business advice articles these days, and is undoubtedly going to be a permanent outlet for businesses to reach out to the public through their marketing and PR efforts. But social media can play even a much more basic but powerful role in general business operations- a way to provide good ol’ customer service, with new opportunities. |
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Tuesday, 06 December 2011 |
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To my surprise, she described how the Olive Garden measures employee performance (i.e., sales) and other daily business metrics. |
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Monday, 24 January 2011 |
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There are distinct advantages to having a formal loyalty strategy in place, including having a means to maximize opportunities and to grow your business in a more strategic and viral way. |
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Wednesday, 15 December 2010 |
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While going social in customer service makes sense for many businesses, it might pay to be "antisocial" first, meaning a deliberate approach to social media customer service will maximize the odds of success. Here are five "antisocial" steps businesses need to take before making the social plunge, in order to avoid such missteps and the resultant damage to their brands: |
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Thursday, 11 November 2010 |
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Here are four specific things you can do as a manager that will make performance conversations much more valuable: |
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Tuesday, 02 November 2010 |
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The survey results underscore the growing importance of customer service in corporate banking. Fees and interest rates, not long ago, were the two key competitive advantages for banking firms. This sentiment is now changing. |
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Tuesday, 02 November 2010 |
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In contrast with trying to make customer experience a strategic initiative, the starting point for any tactical initiative is a 100% focus on customers - understanding the truth about today, the current experience as customers perceive it.
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Wednesday, 20 October 2010 |
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Companies need to identify realistic targets for their metrics to create an environment where employees can succeed – and get paid. Companies should also stay vigilant about the validity of the metrics they base compensation on. |
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Monday, 20 September 2010 |
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Delta is setting itself apart from competitors by resolving customer-service issues that passengers post on Twitter. Delta's Twitter account is run by customer-service employees who use the direct-message function to privately swap info and view passengers' itineraries. |
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Monday, 20 September 2010 |
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