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 […]
OR The Death of the UPsell Brand and the Birth of Doing More with L.E.S. (now Relationships at Work) “No, it’s not about sales. It’s about adding humanity to your organization.” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. It’s about building […]
Better communications shouldn’t be the goal, but great communication always should be. If we want to have more meaningful connections with, and be further engaged in, your customers or employees, businesses need to stop focusing on communications. It’s communication (no S) that needs to be the target for leaders, managers, and staff. Without good communication […]
Conferences are valuable experiences and huge wastes of time, just depending really on what your goals are for attending them. If you ever find your work sends you to such a business gathering, it’s good to make sure you know what you’re getting out of it. Learning and making real human connections has always been […]
I jump off and on the reading bandwagon more times than I care to admit. I’d like to read a lot more than I do and the one topic that seems to have really gotten me passionate again is learning about communications. Crisis, engagement, customer service, social media…it all really intrigues me and I’m always […]
This past fall, my girlfriend and I took a road trip to Disneyland. She’d never been (insert gasp) and I hadn’t been as an adult. Let the frivolity commence. During our adventure, one of our stops really made me stop and think about how tips have now become expected. While at Storytellers Café, a part of […]
“It’s not my job.” “They’re not in my section.” “I don’t know.” “They’re not going to buy anything.” – Ever hear one of these excuses from your staff or from a business you’re trying to work with? It should never be about what you can’t do, but rather what you can do. Customer Service Carpe […]
Adrian Charlie recently had a pretty interesting customer service experience at a local bar. I read as he tweeted a few comments while it happened and, as the “are you kidding me” moments ramped up, I had to ask him to provide a guest blog. How many strikes can you count? A few nights ago […]
Shopping during holiday season isn’t the most enjoyable way to spend your time. And that’s really what you’re spending the most of: your time. Time finding parking. Time navigating the crowds. Time standing in line. Mind-numbing time. (I’m a big shopper, can you tell?) What I don’t understand is why more businesses don’t take advantage […]
A bank is a bank is a bank. Usual scenario: you stand in an assembly line, moving slowly forward, inch by inch, to speak to a teller. That was me making it sound exciting. Truthfully, we never expect much other that to get what we need so we can move on to the other chores […]
