Social Media Has Not Improved Customer Service Quality Customer Service and Social Media – Myths and Myth Steps The patient was injured in a very severe auto accident, and lay, sedated, on the gurney in the operating room. Dr. Schmidt gazed down at the ashen…
Common wisdom about business value of customer service often way over-stated. Is Much of What You Believe About Customer Service Wrong? – Could Be. By Robert Bacal As is probably the case with you, I’m someone who makes a living by being interested in customer service,…
Customer Service Research Often Misleading, Badly Designed, Or Poorly Interpreted Holding Customer Research Firms Accountable For Misleading Research It’s been a bad week in a bad year for customer research and the companies that produce information about customer and consumer behavior. While there’s a torrent…
The “New Age of Customer Service” – Getting It Right About Twitter, and Customer Complaints In an article entitled Wired and dangerous: The new paradigm of customer service, reporter Lisa Earle McLeod uses the famous David Carrol guitar incident to express her concerns about what…
Human beings are wired for face-to-face and voice communication Has Technology “Hit The Wall” In Improving Customer Experience and Customer Service? In the last few months, conversation about chat bots (“intelligent machines that emulate human conversation) have entered the news. It’s amazing that computers can…
Eight Reasons Why Social Media Negatively Affects Customer Service and The Customer Experience There’s been so much buzz about how social media (Twitter, Facebook, LinkedIn) are improving customer service and the customer experience, but is that true? While there is anecdotal evidence that social media…
Rethinking Customer Service 9 Reasons Why Large Companies Should NOT Rely on Social Media As A Customer Service Tool Customer service continues to go in the wrong direction, and the degradation of customer service is moving at incredible speed. Fueled by a number of myths and…
The Myth of Going Where The Customers Are (Customer Service and Social Media) There’s a huge myth about the need to use social media to interact with and provide customer service to customers that is costing companies huge amounts of money while actually pushing customer…
Some Wild Ironies – Social Media, Twitter Fail and Customer Service Two ironies. Both connected with Twitter, and one highlights the general ineffectiveness of Twitter for business. One – Relying On Twitter Just participated in a chat about customer service where the topic was whether…
Twitter IS A Broadcast Medium, NOT A Conversational One And Implications For Customer Service Over the last two years, I’ve noticed that conversations (dialogue, responses to tweets) have been harder and harder to find despite that fact that social media mavens keep talking about Twitter…
