Geography, Culture Matter For Good Customer Service

Radical Customer Service: Understanding Customers Is Harder Than You Think continued from… Geography Matters When It Comes To Customer Service Let’s take a closer look at “geography”, but this time in terms of how people in different cities can have quite different ideas about”great customer…

Social media experts confuse capability vs. use, and it costs big time

Where The Customer Service And Social Media Experts Got It Wrong For the introduction to the topic of social media and customer service, and how it’s not “delivered”, click here. The Fundamental Problem: Capability Versus Actual Use When new “things” emerge, particularly new technologies emerge,…

Customer Service & Social Media A Terrible Mix For Customers

The Illusions Of Social Media As An Effective Customer Service Tool Social media is approached by companies in what can be best characterized as a schizoid, (split personality) way. On one hand with BILLION of people with accounts on Facebook and Twitter, not to mention…

How Customer Service Research Results Get Distorted

Radical Customer Service – How Research Gets Skewed By The Time It Gets To You Tracking The Path Of Customer Service “Research” Findings …previous section We might think of customer research dissemination, or spread as using a long long pipeline. At various places along that…

Customer Service Research Falls Short Of Real Science

Radical Customer Service – Research Issues How We Know Things Using The Scientific Method And How Most Customer Service Research Is Unreliable And Misleading …previous section In this article, we’ll look at how scientific research is supposed to work and why most customer service falls…

Bad Research, Bad Customer Service Everywhere

Radical Customer Service What You Absolutely Need To Know About Customer Service Research So You Won’t Make Bad, Costly Decisions There’s a huge and lucrative research industry that examines customer and consumer behavior. There are probably several hundred companies that do this kind of research,…

Introduction To Radical Customer Service Strategies

Introduction To “Radical Customer Service” The Miserable State Of Customer Service in 2014, 2015, 2016, 2017….. Each minute of every day, 24 hours a day, there are 32,343 Google searches for the phrase “customer service”. That’s JUST on Google, not any other search engines. Amazon…