Posts Tagged ‘Customer Management’
2015 Predictions for Social Customer Support
Ah, what a year! As I prepared to write this year’s predictions, I looked back to my 2014 Predictions for Social Customer Support. I can say that from my own experience and in speaking with colleagues it seems that my predictions were accurate. Measurement is getting more precise and KPIs (Key Performance Indicators) are becoming…
Read Full PostKeep that Customer Experience Mindset Going
Do you ever go to meetings or training classes with new, random groups of people and have to complete those ice breaker activities? You’re going about your day, getting “real work” done, and then you have to stop what you’re doing to go play silly games and interact with people? It can feel really uncomfortable…
Read Full PostE-Trade Nails It with their Customer Support
Customer experience is clearly still all the rage in business these days. We’ve gone from the age of making as many widgets as possible, to making them as BIG as possible, and then trying to get them as small as possible to selling experiences more than the widgets themselves. For some, making the transition to…
Read Full PostWaiting Takes Too Long for Customers
Yes, you read that right. Waiting is hard and it takes too long. It’s boring. Have you noticed lately that waiting feels much more difficult than it used to? We do all kinds of things to avoid waiting. Today we tweet out our question or post it on Facebook in an attempt to avoid waiting…
Read Full PostThe difference between easy and hard customer service
Recently I came across two vastly different examples of customer service I thought I’d share so that we might compare and contrast the customer experience. Example 1: The Condo Rental On the spur of the moment, I decided my family needed a weekend getaway to the beach. I started searching online for any available accommodations…
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