Russel

building blocks for great employees

12 Traits of a Great Social Media Customer Service Star

“In many ways, effective communication begins with mutual respect, communication that inspires, and encourages others to do their best.”– Zig Ziglar To  successfully embrace social media customer service, the focus of your interactions need to be far more in the intent and use of the tool than the tool itself and its features. Twitter, Facebook, Instagram …

12 Traits of a Great Social Media Customer Service Star Read More »

executive buy-in

How to Inspire Executives to Prioritize Customers

How can you convince a C-suite executive to put their money where their proverbial mouth is and really, truly invest in customer-centricity? To actually show, and not just tell, everyone they listen and and improve their organization to help their customers. It is fairly common sense that for an organization to be healthy and have …

How to Inspire Executives to Prioritize Customers Read More »

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 …

3 Reasons to Take Millennials Customer Care Seriously Read More »

Improve now

Start Right Now to Improve Your Organization L.E.S.

What are you doing right now? Regardless how busy you are, it’s always a great time to improve your organization – its culture, its people and its customers. Organizations and individuals start their year at different times, usually attached to a fiscal calendar or the beginning of January. A great opportunity to start fresh, evaluate …

Start Right Now to Improve Your Organization L.E.S. Read More »

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 …

Start Your Social Media Customer Service Strategy Here Read More »

where leadership begins

Where Leadership Begins: Gaining 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 …

Where Leadership Begins: Gaining Respect Read More »