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Customer Satisfaction

Get To Yes in Social Customer Support

Let’s talk about merging. You know, good, old-fashioned highway merging. The concept is (as I understand it) that as two lanes become one, the people in those two lanes keep a normal pace of traffic until such time as the lanes come together. When this happens, the cars should come together, like a zipper, one…

Tenacity is a Key Service Differentiator in Social Customer Support

Walt Disney has been quoted as saying “The difference in winning and losing is most often… not quitting.” This applies to many areas of life, but today I’d like to apply the concept to exceptional customer service. Often, as a customer, I have asked for things from customer service professionals and been told, very quickly,…

Review: Ashley Verrill's "How Experts Would Fix 8 Twitter Missteps"

Recently, Ashley Verrill of Software Advice wrote an article titled Social Support #Fail: How Experts Would Fix 8 Twitter Missteps. I’ve included a slideshare for your convenience. [slideshare id=32041022&doc=howexpertswouldfix8twittermissteps-140307100259-phpapp02] Verrill pulled tweets to 130 socially active brands with negative sentiment that mentioned “customer service” in the post text. She then selected sample tweets and asked…

Great Customer Service is Like Paying It Forward

Here’s a thought: Great customer service is like paying it forward. I spend quite a bit of time researching great customer service. I think about my own customer service experiences and I hope to deliver great customer experiences. So I ponder which events and experiences leave me with the biggest impression. I was having a…

Manners Are Important for Social Customer Support

Proper Manners for Proper Peoplembelgal / Foter / CC BY-NC Have you ever been conducting a business transaction with someone that seems to be going really well, and then something the person says something that seems to come out of left field? That happened to me recently. My husband and I were buying a car…