Do customers find brands that listen and respond intrusive?

There’s been a lot of talk lately about what type of service customers expect from brands, especially when it comes to social media. After pouring through it, one conclusion comes to the surface…the answer all depends on what research you’re talking about and...

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Chiefs are latest brand to bury head in the sand

Nov 19, 12 Chiefs are latest brand to bury head in the sand

Posted by in Customer Service

  Five years ago, social media was new. Except it wasn’t. Because social media was really just a new technology providing visibility to a truth any company without it’s head buried deeper in the sand than a shy ostrich couldn’t help but know — your...

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What are you so afraid of?

  In a week where we just re-elected a president, it seems rationale for me to start this post by reminding you “We have nothing to fear but fear itself.” We share quotes likes the one above in passing. We talk the good talk and say all the right things when it...

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Great Customer Service Stories: American Express

Aug 08, 12 Great Customer Service Stories: American Express

Posted by in Customer Service

  There is no better marketing than a great customer service experience. Paid, earned, owned, whatever. It doesn’t exist. Because the customer is never more invested than when it comes to his or her own service issues. And in the end, your brand is what your...

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Too many companies still take customers for granted

Jun 12, 12 Too many companies still take customers for granted

Posted by in Customer Service

  I was driving home last night listening to sports talk radio — 810 for those from KC. The show was winding down and the host, Kevin Kietzman, was giving a final shout out to the sponsor that hosted their remote. Every time they do one of these remotes, there is...

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Southwest’s secret to dominating the airline industry…common sense

Apr 28, 12 Southwest’s secret to dominating the airline industry…common sense

Posted by in Customer Service

  So the other day I’m flying this airline with a group of colleagues for a business trip. It doesn’t really mater which airline. I’ll just say that it wasn’t Southwest. But you would have been able to guess that after reading the next few...

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