Customer empowerment comes ONLY from coordinated unified efforts, which is way it just “ain’t happening”. Where Do You See Customer Service Going This Year (Customer Empowerment) Q: There’s been so much talk about how social media is changing customer service, and in particular a number…
The Three Different Worlds of Customer Service Perceptions – The Twain Shall Never Meet – Never Ending Customer Service Interview Q: When I read online accounts of both poor and good customer service, I’m amazed at the diversity of views. It’s almost like people come…
Customer service IS broken and it’s in the interests of companies to keep it broken! Is Customer Service Broken? Q: Robert, do you feel that customer service, generally speaking, is broken? Robert: That may not be the best question to ask, since it’s kind of…
Government customer service shouldn’t be like that in the private sector, unless you want higher taxes. Will taxpayers be willing to pay more to get better service from government? Q: In our previous interview on Obama’s new customer service initiative, you were rather pessimistic about…
Governments should NOT pretend that the citizenry is their customer base. The Challenges Government Faces in Delivering Customer Service Q: Recently, you participated in an online chat on how governments can improve customer service to citizenry. First question, is customer service an impossibility where government…
When customers can be anywhere on the Internet, it makes no sense to “serve them where they are”, and it’s costly and wasteful. How Can You Serve Your Customers “Where They Are” On Social Media, When They Are Everywhere? Q: One of the exhortations I…
Profound Difference Between Blaming, and Holding People Accountable For Mistakes Why Blaming Doesn’t Work To Improve Customer Service Q: I’ve seen your articles on eliminating blaming in the workplace, and I wonder whether that’s important if the goal is to improve customer service? Robert: Sadly,…
Shotgun Approach To Understanding Customers Via “Big Data” Will Fail Companies Shotgun Analysis of Customers Via Big Data As Likely To Mislead As Help Q: We hear a lot about “big data” as a tool to help individual companies understand their customers. What do you think?…
Should We Be Rethinking Customer Service? Q: From reading your recent comments it sounds like you do not support the position that customer service needs to be improved. What is your real position? Robert: It’s a good question because if you look at episodic communication…
Improving Customer Service For Government Q: Recently President Obama announced an initiative to improve the customer service offered to the taxpayers and citizens of the USA and asked that government departments submit their plans to achieve that end. What’s your take on it? Robert: On…
