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Developing Customer Service Skills For 30+ Years

If A Tweet Falls In The Forest, Does Anybody Hear

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…

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…

Radical Customer Service: Eleven Pillars

Radical Customer Service: Winning The Customer Service Wars Eleven Pillars Of Radical Customer Service So long as you do what everyone is doing in customer service, you have no chance at using customer service as a competitive advantage. The basic principle behind radical customer service is…

When WILL Customers Pay More For Better Service (It’s Rare)

The Exceptions: When DO Customers Pay More For Customer Service? Go back to previous secton: Customers refuse to pay more for service As with most myths, there’s a kernel of truth to the idea that customers do pay more for customer service, sometimes, under some…

Real Estate Customers Refuse To Pay For Better Service, Vote With Their Feet

The Real Estate Industry: The Dying Reliance On Real Estate Agents (FSBO) An Example Of Customers Thinking PRICE, Not Paying More For Service continued…go back to read about other sectors where customers will not pay more for service For most people, their largest lifetime purchase…

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