Developing Customer Service Skills For 30+ Years
How Our Dumbed Down “Understanding” Of Customers Destroys Good Service By Robert Bacal You’d think it would be easy to determine what customers want. Just ask them. Or, watch them behave. There aren’t any other options. If businesses could get actionable and accurate information this…
Radical Customer Service – Understanding Customers Important Conclusions About What You “Think” You Know About What Customers Want, and The Power of Customer Service continued from You can’t “understand customers”. You can only understand customers within the context they operate ; their locations, cultural backgrounds,…
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…
The Social Conversation Misconception – Who Stole Engagement And What The Lack Of Conversation Means For Customer Service If A Tweet Falls In The Forest, Does Anybody Hear (previous part) Advisors on social media are quick to point out that whether companies are part of…
Social Media Posts Are Whisps In The Wind, and Have Much Less Influence Than Most Think Click here to go back to how social media experts are getting social media wrong and misunderstand how people use it. A Tweet/Update Falls In The Forest, Does Anybody…
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,…
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…
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…
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” 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…
