Just Get Going When I sat down to write my takeaways from the Big Omaha conference I attended this week, I struggled with finding a focus. And then I realized that the two key things that I learned from the speakers and…
The ability to watch live sports anywhere at anytime is just. So. Cool. Ok, you say, “where have you been? Cable and Satellite providers have given us this ability for almost a decade at least. Welcome to the party.” There…
“You don’t eat wheat?” As a person wtih a gluten intolerance who also really likes to go out to eat, I’ve heard many explanations (or off-putting remarks) from waiters, servers, and restaurant owners. I’ve also been treated to wonderful, unexpected…
It’s time to get out of your comfort zone. Yeah, I know, sounds trite, and you wonder: why bother? Consider all the requests you get for help (whether someone is trying to sell you something or not.) I get a…
Is Twitter an Effective Customer Service Tool? Twitter is absolutely an effective Customer Service tool. It’s effective because it allows customers to communicate with the company in a channel that they prefer (no more IVR/Phone Tree for me, please); it makes…
Go for it! Real-time Customer Support is Commendable, not Crazy. Why is Real-time Customer Support commendable? customers don’t get enough support early, well-supported customers will become your evangelists it’s a lot cheaper than trying to fix problems later Why is…
Do you sign your emails the same way 80% (or even 100% of the time)? Do you find yourself retyping bits of text, like “let’s meet up – send me your information” and “here’s our latest press list”. If you’re…
The “best tools” start with the following approach: Connect with your customers on a human level – understand the commitment you’re making to make it right for people. Pick the right tools to match the approach you want to take – match…
Since I started my current role as a Customer Experience Manager in October 2008, many people have asked me “what’s customer experience and how do you deliver it?” Aside from cheeky remarks like “I ensure customer delight”, I didn’t have…
