Does your organization have the fundamental systems in place to serve your customer’s needs? It seems a simple question, yet often the most basic concepts are overlooked. Here’s an example: Bad Systems: An Example Imagine buying a full vacation package for your anniversary through a major airline. Then, when booking your flight, that airline chose […]
Social media changes the responsibilities of traditional corporate roles and requires the creation of entirely new jobs. Below are the most obvious changes to traditional jobs and some of the key new positions created. An infographic summarizing these details can also be found below. Old Roles, New Responsibilities These traditional jobs require new responsibilities in […]
Although our tools have evolved, the quality of our tools, the capacity of equipment and maintenance of these tools still impact morale and effectiveness.
Whether or not it is Customer Service Week, here are some thoughts for how you can show customer service gratitude, including thanking your customer service representatives, educating the organization and thanking your customers.
Those of you in customer service know that, historically, a happy customer tells 5 people, while an unhappy customer tells 100. While that was true in the past and likely remains true for verbal communication, Web 2.0 functionality is leveling the playing field. In particular, through Blogging your customers may tell the same number of […]