What would you do? You’re on your way to a meeting with a VP about an important topic. You hear a funny noise from your rental care that doesn’t sound like the window is open – actually, you’ve got 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…
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…
What’s your brand on Twitter, or more broadly, what’s your brand online? I delight customers (or at least, work to delight them) in my work life online, and I try to do the same thing whenever I encounter someone new…
Neon Open Sign Originally uploaded by gregmeyer Are you open to new ideas? Do you spend some of your time every day thinking about divergent or weird things? Have you challenged yourself to question the ways things are done lately?…
Shel Israel’s Twitterville gives an entertaining fly-through of the world of Twitter, from the beginnings of the service to its current state as a real-time news service for millions. Israel also profiles several businesses that have engaged customers on Twitter…
How many times have you thought when experiencing a negative service experience: “if only I knew who to talk to, I would give them a piece of my mind … right now!” Mobile and social tools now make that possible,…
Thank you for reading this piece (but back to that in a moment.) Recently, I received valuable advice from a colleague. It wasn’t a business plan for a blockbuster company, a secret formula to synthesize gold from base elements, or…
