October 29, 2011

9 Ways Top Brands Use Social Media for Better Customer Service

How can customer care better integrate with other functions across a company, like marketing?#integration
How can an organization take the efforts of one or two pioneering individuals and employ it brand-wide?#scaling
How can social media be used to mitigate negative posts or a brand crisis? #crisis

http://on.mash.to/vP2TOq

October 12, 2011

The six elements of customer service evolution

Customer expectations are evolving and customers are more vocal and willing to share both when something is good and something is bad. Customer service is also evolving, frankly, in order to keep pace with customers; but is the pace fast enough? The pace of the change; driven by customers, is accelerating because the social web (commerce and network) has enabled and empowered customers.

http://bit.ly/rsDTC6

September 12, 2011

Reputation Marketing: 7 tactics to manage and protect your brand

Read on for seven tactics from Wright that can help you market your brand's reputation, and deal with a reputation crisis when your brand takes a public hit.

http://www.marketingsherpa.com/article.php?ident=32010

August 26, 2011

Great Customer Service in Challenging Times: The Differentiating Factor - Technorati Small Business

Customer service will differentiate you from the competition in any economic climate. However, right now, that difference is more obvious. The recession — it’s horror and aftermath — has exposed the companies that have poor customer service and spotlighted those that have legendary customer service.
The difference between the customer service haves and have-nots is greater than ever.

August 2, 2011

Differentiate Yourself With Customer Service | The Customer Collective

http://thecustomercollective.com/peggy-carlaw/61022/differentiate-yourself-customer-service

July 22, 2011

10 Commandments of Great Customer Service | SCORE

http://www.score.org/resources/10-commandments-great-customer-service

July 13, 2011

Customer Service via Twitter | Social Media Today

If someone walked into your office, would you tell them, “Please don’t talk to me, I only respond to phone calls?” Of course not. But this is the attitude many large corporations display when they ask customers to contact them in only one way.

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July 11, 2011

John Timpson: Serving up great customer service can increase sales by 50pc - Telegraph

Your story should come as no surprise to any established retailer. The High Street is having a tough time at the moment
but they are still plenty of winners, and for most the formula for success is excellent customer service – by having shops run by excellent people

http://tgr.ph/oToga9

July 7, 2011

The keys to customer service | #custserv

"You don't get happy customers from unhappy employees," she said.

http://bit.ly/o4Jt4G

June 29, 2011

CBI director general John Cridland: Taking a forensic approach to customer service #custserv

Mr Cridland says that customer service excellence can play a game-changing role if it is intrinsic to the basic business model.

“Customer service can help UK plc by balancing up the fact that we are a mature economy against some of these young tigers who are snapping at our heels—but it needs to be intrinsic.

“It’s got to be intrinsic to the basic business model. If you think back to the quality revolution of maybe 10-20 years ago we started with a notion that you had a quality manager, and did quality checks, and then progressively quality became a mainstream business issue.

------ http://bit.ly/jB0wuh