Customers want 24/7 responses in social media, right? Is It Necessary To Provide 24/7 Responses To Customer Contacts On Social Media? Survey research has suggested that customers want almost immediate responses from companies when they contact them on social media. What does that mean for…
Zone of Tolerance A More Accurate Customer Satisfaction Model The Zone of Tolerance Model Of Customer Satisfaction The Zone of Tolerance Model of Customer Satisfaction is a refinement of the gap model described here and has been around since the 1990’s. We can define the…
Every action has unintended consequences that need to be “anticipated” How Can Unintended Consequences of Executive Decisions Cripple Customer Service Most actions that have a positive effect will also cause ripples in an organization that can create unwanted consequences and outcomes. It’s unfortunate, but often managerial…
Keynote: A Vision of Customer Service For THIS Millennium November 11 is a day to remember and honor those who fought for our freedoms and quality of life, and as such it’s a solemn day, and one that often provokes reflective thinking about our values,…
What Common Mistakes Are Made When Choosing Customer Service Metrics? There’s a wide range of metrics of factors that can be measured to determine customer service quality. Unfortunately, many companies actually choose the wrong ones to measure, or make some logical errors, rendering the data…
Customers have given up on customer service from humans Why It Appears Customers Prefer Technologically Delivered Customer Service It’s pretty clear that given a choice for certain tasks, customers will choose a method that does NOT include live human interaction. Surveys tend to support the…
Customers less concerned about HOW they are served than that they accomplish their goals. Do Customers Want More Technologically Based Service Or Less? You’d think that companies moving to technology, whether it’s live chat, or self-service checkouts, or social media, are doing so because their…
Tips for marrying technology to customer service Do you have any tips to guide us in using technology to improve customer service? Technology, whether it’s the use of CRM software, troubleshooting knowledge bases, voice mail or other telephone technology, etc is relatively neutral in terms…
Has voice mail, phone trees, email and other technologies improved YOUR experience as a customer? Has technology improved the customer experience in most companies? The quality of customer service is determined by many factors. Technology (voice mail, computer based data gathering, etc), unfortunately, has been…
How an interaction starts often determines how it goes and how it ends, which makes starting off conversations an important customer service skill How do I successfully start off interactions with customers? Starting off on the right foot isn’t just an empty saying when it…
