Category ›› Marketing
The Social Media Buzz; Time for Decaf?
I was part of a great ACCP event last week sponsored by Avtex and hosted by Pella Corporation at their headquarters. There was a wonderful presentation made on the subject of monitoring and responding to customers through social media by Spindustry and their clients from Omaha Steaks. Then, this morning, the Wall Street Journal dedicated an ...
Would You Make Your Customer Experience Public?
This commercial from Zappos! was picked up in our group's internal weekly Items of Interest (IOI) email which she picked up from Service Untitled and AdGabber. It's a method originally used successfully by On-Star in which actual customer service calls are utilized to showcase the power of the customer's experience. Is ...
Does Premiere Service Match the Price?
Does your company offer a higher level of service to customers who are willing to pay? Can you consistently deliver on the promise? Does the customer actually receive a higher level of service? On a recent business trip I had two experiences that left me asking this question. Lately, I’ve rented a lot of cars ...
What Does it Mean to Be “Customer-Centered”?
Glenn Ross has been asking Customer Service bloggers to chime in on the question "How Do You Define a ‘Customer-Focused’ strategy?". I’m late to the party, but I wanted to get in my two-cents worth – especially since our in our group’s mission is to "design and implement customer-centered systems to ...
QAQnA Top 10 Posts from the Past Two Years
In celebration of two years of blogging, here from the home office in Des Moines, Iowa, are the All-Time Top Ten Posts from QAQnA: 1. The Geek Squad Posts 2. Ten Things Your Customer’s Don’t Want to Hear 3. Internal Customers are Still Customers 4. ...
QAQnA Celebrates 2nd Blogoversary!
It was St. Patrick’s Day in 2006 when I first sat down and wrote my first blog post. It was a free blog on Blogger called "The Call Center QA Guy" and it was sort of an experiment for me and our group. Would this "blogging thing" be a viable marketing tool for our consulting ...
Consistency Lends Comfort to Customers
Customers like to know what they are getting – and they like to know that they are getting something good when they interact with your company. I was talking to one of my team mates yesterday about a report he was working on. In the spirit of practicing what we preach and of continuous improvement, ...
Blogging Can Deepen Customer Relationships
I still get a lot of quizzical looks when I speak to clients about blogging. For those who are not involved in the blogosphere, there seems to be a shroud of mystery about this rather simple form of communication. The mystery leads people to assume that it is complicated. The old paradigm of cob-web developers ...
‘Branding’ the Call Often Backfires
In an effort to promote ‘the brand’, companies will sometimes ask their CSRs to utter a tag line in each phone call. Commonly this is done at the beginning or end of the phone call. While I applaud a companies efforts to differentiate and build their brand, these tag lines are often a source of ...
Exclusivity Does Not Exclude You from Service
Meikah Delid over at CustServ recently had a negative shopping experience at Louis Vuitton. The up-scale retailer displayed a rather snooty attitude towards Meikah, and apparently it isn’t an isolated incident. Sampson Lee at Customer Think wrote a post detailing how customers "hate" the experience shopping at the LV stores: ...
