Comments on: Focus on Customer Service in 2010 (Finally?)

By: Rebecca Murphy

Rebecca Murphy — Tue, 13 Jul 2010 01:50:53 +0000

when running a business, the first thing you should do is always establish a good customer service`,`

By: Deloise Hayth

Deloise Hayth — Wed, 17 Mar 2010 18:01:38 +0000

not a bad way of putting it haha

By: Mike Brewer

Mike Brewer — Sun, 31 Jan 2010 16:08:23 +0000

I could not agree more that this is the year that participation becomes mainstream – and, companies that embrace the conversation will be all the better for it. Those who listen mindfully – participate with grace and conviction – embrace the changes innate in social business and promote shortfalls publicly will be miles down the road of creating engagement – or, a level of loyalty that will give cause for people to shout from the roof tops.

We all know that consumers are more apt to cry out publicly about a companies misstep than a companies win. I look forward to more examples of reasons to cry out for the over the top positive experiences. I am convinced we will see more of that in 2010.

Thank you for the wonderful passion that shines through in your work…

By: Eric Brown

Eric Brown — Sat, 23 Jan 2010 11:08:35 +0000

Becky, Good Morning
I think the effects of social media have helped steer big brands, in that everyone (our customers) today is a publisher with effective distribution channels, armed with an arsenal consisting of cameras, video and the ability to self publish and distribute on the spot while in line at the cash register, and they aren’t afraid to lash out.

Smart companies are embracing the engagement, good and bad and will parley a whole new level of brand loyalty. This time not so much because of a bombardment of advertising, but how we are treated at various touch points, what we remember about that experience, did they listen.

To your point, the chapters are being rewritten, and it is a great thing to watch and experience,

By: Glenn Younger

Glenn Younger — Wed, 20 Jan 2010 22:34:52 +0000

As you mention Becky, listening is more important than ever, and the method many people are using to speak is Social Media. So if customers are speaking with Social Media, that is where we have to be to listen.

Then if something bad happens… we need to respond with lightening speed using the same method that expressed a need. I believe I heard it from the Chicago Domino’s pizza guy, “To put our Social Media fires you must use Social Media water”.

So listening is the first step to great customer service, and we have more tools than ever to do that. Now we must listen well, and respond well. 2010 IS the year for great customers service!

By: April

April — Wed, 20 Jan 2010 13:42:15 +0000

Great post!!!

With that said, companies must understand there’s no way to deliver a great customer experience if all company employees aren’t on board.

Like how some companies celebrate when individuals or groups outperform metrics for sales growth or profitability, customer-centric culture companies generate the same excitement around customer experience success. I’m not saying if you create customer experience metrics and use public acknowledgments and incentives to reward employees for exceeding those goals, will magically make everyone have customer centric DNA. However, I AM saying that whatever it is (incentive/reward program etc…) you decide to do, EVERYONE should be on board.

Unengaged employees don’t create engaged customers