Thomas Tripp and Yany Grégoire wrote an illuminating article for MITSloan titled When Unhappy Customers Strike Back on the Internet. I recommend it for anyone trying to deliver customer service via social media channels. A few of the more interesting
One promise of technology is improved efficiency. However, when it comes to customer service, the wrong technology applied in the wrong way can backfire and negatively impact customer experience. Long ago, if you had a complaint/question about a product you
Social media is making the rounds through functional areas of companies. Companies tweet HR updates to their employees, they send sales promotions to mobile devices, and they attempt to promote products via viral marketing on YouTube. Despite publicity to the
The saying “you get only one chance to make a first impression” has never been truer. In an age where information flows quickly and freely customer service must be a reason prospects buy from you and customers return to you.