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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...

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Most read on The Social Customer » Experiences - Not Coupons - Create Loyalty » The Future Of Social Shopping » Self-Service for the Social Customer? » The Importance of Positive Customer Service Experiences » You Can't Understand Social Behavior Through Traditional Market Research Techniques
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Editor's Choices Innovating the Customer Experience By Peter Auditore - Many companies think they can simply “silo bust” and force feed a collaborative culture and bam they get innovation. It doesn’t happen that way. Technology can be a key enabling platform especially for innovating the customer experience, but it is nothing without the innovators. Everyone is not an innovator, just like everyone is not an entrepreneur, but the two share similar characteristics. » Continue... What Customers Are Saying Online – Are You Listening? By Andy Hanselman - I found these interesting statistics on the Institute Of Customer Service website today. In a great article by Guy Stephens on customer relationships and social media he highlights even more evidence of the influence of social media on businesses today, particularly when it comes to customer service » Continue... Being Helpful To Customers Must Be For Profit! By Dave Brock - This creates confusion and lots of questions, “I’m accountable for selling my company’s products and services, how will I achieve my goals if I focus on being helpful to the customer?” “If we focus on being helpful to our customers and not pushing our products, how do we achieve our sales goals?” » Continue... PSEG Case Study: A Utility Changing Customer Experience Standards By Lou Dubois - PSE&G, a regulated utility that delivers gas and electric service to more than 70 percent of New Jersey, is a great example of an energy company thinking innovatively in terms of customer experience. In short, the utility was looking to transform their customer care operations and improve the customer experience while also reducing the cost to serve, through technology innovation and process and via architecture simplification. Through a program launched in Spring 2009 called “iPower,” they’ve seen great results. » Continue...	Stay connected... The Future of Customer Service Using Twitter to Grow Your Business Using LinkedIn to Grow Your Business Using Facebook to Grow Your Business
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