We can love what we do and still need to practice self care to address our mental health. In providing customer care to your customers through frontline services (social media platforms, LIVE chat, phone, in-person), you will engage every day – answering questions, correcting misinformation, listening to concerns, passing on feedback, etc. This is all […]
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 […]
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 […]
What if a business supported one customer over you all based on how you looked? Stay tuned for a story of not so veiled racism, a teachable moment (question mark) and the rise of an online community. This is the Customer Experience Storytime tale of…. The Man Who Should Not Move And so it begins… […]
What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite The Story ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books […]
Twitter is dead. No one is on Twitter. Sound familiar? I’ve heard a lot about how Twitter is dying as a social media platform lately. Apparently no one is on it and we are wasting our time. The truth is, Twitter isn’t dead, it’s just changing. I remember in 2009, when I joined Twitter, […]
Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. His experience at the conference inspired him to write this article for 4hoteliers: Social Customer Care Cannot Be Ignored I have to disagree with Shep. I’m not […]
In 2017, the U.S. President issued a travel ban to the United States for citizens of seven mostly Muslim countries – Iran, Iraq Libya, Somalia, Sudan, Syria and Yemen, for 90 days. This ban also seems to include legal U.S. residents like green card holders and dual-citizens, from re-entering the country. But to be honest, […]
Even big companies with a strong brand can deliver a less than ideal customer service experience. All I wanted to do was buy my mom a present. That’s all. And to make it easy, I even knew what she wanted: a Yoga Bolster (had no idea what that was, so yes, I Googled). Now, me […]
Sprout Social put out an article earlier this year on Social Media Stats Every Marketer Should Know. Looking over these 28 statistics, you get a really good idea of what customers are expecting from companies, but also where the communication opportunities are being missed. And by “opportunities”, I mean “engaging with customers.” Customer expectations around brand […]
