Weekly Picks from The Social Customer

Customer Service Strategy: Ten Questions to Ask When Something Fails

By Shep Hyken - The cliché goes: “We can learn from our mistakes.” And it is true, especially as it applies to customer service. No matter how good we are, nobody can be perfect, although it is a lofty goal.  » Continue...

‘Easy Does It’ Say Customers

By Andy Hanselman - A new survey suggests that customers prefer businesses that are ‘easy to do business with’ rather than those that provide ‘exceptional service’.  » Continue...

10 Digital Era Truths

By Courtney Hunt - Like many active technology users, I take its integration into my life for granted. But I’m often reminded that most people do not embrace it the same way I do. In particular, many people still love to disparage social media, especially social networking sites like Facebook and Twitter  » Continue...

Creating a Great Social Marketing Community

By Debra Ellis - Is there an online renaming committee whose sole responsibility is to change common names into something else? Peeps, tweeps, fans, and friends are just a few of the names used to describe the people who chose to follow, like, or join social media groups  » Continue...

12 Actions to Drastically Reduce Customer Hold Times

By Barbara Burke - We wait in line at the grocery store, for red lights to turn green, and for movie trailers to finally stop so we can see the movie we paid to see. And we wait on hold.  » Continue...