Russel

serving millenials

3 Reasons to Take Millennials Customer Care Seriously

Millennials aren’t your enemy. I was at a conference not too long ago, where they had made some whimsical posters, highlighting possible frustrations of their business-focused audience. Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop staring at …

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2020 customer service leadership

2020 Vision – Ways to Connect L.E.S. in your New Year

Are you clear with how you’ll improve your organization next year? The year is 2020, and so should be your vision. It’s the end of the year and the start of a new decade, a great time to make some bigger resolutions than normal. I’d even argue to not call them resolutions, because we all …

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Questions for strategy

Start Your Social Media Customer Service Strategy Here

STRATEGY (strat·e·gy) /ˈstradəjē/ noun “a plan of action or policy designed to achieve a major or overall aim.” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. It’s been very much about “getting out there” rather than dedicating the …

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where leadership begins

Where Leadership Begins: Gaining Your Team’s Respect

Leadership begins once you intentionally focus on building relationships. Because, great leadership is about strong relationships, especially those you have with those you are assigned to lead. We’ve all had varying degrees of connection with those that direct our work or shepherd the organization. I’ve been exposed to bad examples that would yell from within …

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benefits of social media customer service

5 Reasons You Need to Take Long-Term Social Customer Care Seriously

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care  – Microsoft  Social customer care (using social media platforms as customer service experience tools) can be amazingly effective way to build relationships with the your customers and bring significant benefits to your organization. Building …

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customer relationship management

Managing a B2C Breakup and 3 Ways to Win Them Back

Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. There is certainly a lot of messaging, slogans and words on the value put …

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