By Susan Baroncini-Moe, Author and Guinness World Records® titleholder It’s happened to all of us: you call a company for support and you get a random, overseas CSR (that’s Customer Service...
Three Ways to Utilize ‘Storytelling’ with Facebook’s News Feed Changes
By Brinn Pfeiffer, Brand Communications Coordinator, Vladimir Jones This past week, Facebook sent the digital nerds, social junkies and media fanatics into a frenzy with the announcement of their news...
Say What? Five Quick Scripts for Responding to Customer Complaints
By Ron Kaufman, author, “Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet” The last thing a customer with a complaint wants to hear you...
Turn Twankers into Thankers: Handling Customer Complaints on Yelp, Twitter, TripAdvis...
By Micah Solomon, Customer Service and Marketing Speaker, Strategist, and Author of the New Book, “High-Tech, High-Touch Customer Service.” Find Micah at http://www.micahsolomon.com. Online...
Why Aren’t You Listening to the Voice of the Customer? 8 Trends and Tips for Empoweri...
By Will Overstreet, CEO, Voices Heard Media It’s always shocking to me when I hear a client say that they don’t want to hear what their customers have to say. This happened a few years ago while I...
75% of Brands Are Out of Touch: Five Smart Ways to Reconnect with Customers’ Ex...
By Sam Ford, Co-Author, “Spreadable Media: Creating Meaning and Value in a Networked Culture,” Director of Digital Strategy, Peppercom Strategic Communications Market research is important. Few of us...
Customers Own Your Brand: 7 Customer-Centric Trends to Watch and Leverage in 2012
By Richard Shapiro, Founder and President, The Center For Client Retention With the advent of social media, customers have become the voice of the brand. With all communication, professionals need to...
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