Social Customer Service: Creating Customer Experience Online

Social Media Club of Los Angeles presents a panel dedicated to sharing insights from top practictioners in social customer service. Customer care is an imperative part of any consumer-facing business.

See on www.eventbrite.com

Photocredit: http://coffeenotes.tumblr.com/


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Customer Satisfaction | Customer Satisfaction Is a Commodity

Muuse Meets Cycle Chic_8

And the experience and the perceived value. How to avoid these traps?

Found at Customer Satisfaction | Customer Satisfaction Is a Commodity.

What sets today’s leading brands—companies like Apple, Nike, General Electric, and P&G—apart from their competitors isn’t just well-made products or reasonable prices.

Read all at Customer Satisfaction | Customer Satisfaction Is a Commodity.

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Customer satisfaction and customer experience: 2 very different things | CustomerThink

paris87:  San Diego, keepin it classy.

Found at Customer satisfaction and customer experience: 2 very different things | CustomerThink.

It may seem to go against everything you learned in business school, but making your customers happy isn’t the same as delivering a good customer experience.


To be continued at Customer satisfaction and customer experience: 2 very different things | CustomerThink.

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The Rise of Customer Satisfaction

Found at The Rise of Customer Satisfaction.

As Google pursues its mission of making all public knowledge searchable, it has offered a new search tool, the Books Ngram Viewer (ngram being jargon for “word or phrase”). This lets you take a long view on linguistic trends, seeing the usage of phrases across published books over literally centuries.

Covering “just” the last 100 years, the chart below shows the rise in occurrences of customer satisfactioncompared to market research and employee satisfaction. This is as a percent of all two-word phrases in books in this Google search engine (i.e., customer satisfaction peaked at 0.0001% of such phrases). Clearly, customer satisfaction has come from nowhere to overtake market research:

CSAT book mentions 11 year rolling average

This is also an example of how charts can lie

To be continued at The Rise of Customer Satisfaction.

Photocredit: Alberto Pasini


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Are your Call Center Survey Questions Delivering the Wrong Answers?

Are your Call Center Survey Questions Delivering the Wrong Answers? | CustomerThink.

Using biased post-call survey results is highly dangerous as operational and call center agent decisions will be based on flawed information. The following are some of the common pitfalls you may not have considered with your call center survey.

Biases and errors can arise from a variety of sources



Photocredit: Patrick Barber.


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Recommended Gartner post: Social Software? Ask your cable provider the connection to CRM.

Found at http://blogs.gartner.com/michael_maoz/2010/07/15/social-software-ask-your-cable-provider-the-connection-to-crm/

Twitter and facebook and social media monitoring are having just about zero effect in improving customer service in the cable business. In fact, one might argue that every moment spent on these efforts is a setback for the customer. Observing cable provider customers and listening to their stories, it would seem more prosaic projects would go a lot further in lowering costs and improving customer satisfaction.

To be continued at http://blogs.gartner.com/michael_maoz/2010/07/15/social-software-ask-your-cable-provider-the-connection-to-crm/

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The Service Recovery Paradox: No Excuse for Bad Service

Photo credit: ieatdawg via flwrider

Always great if there are posts that enable u to review your point of view. This post did deconstruct my belief that service recovery is often very appropriate and even superior. Hope it enables you to reflect and act!

Found at The Service Recovery Paradox: No Excuse for Bad Service.

“Now that we’ve addressed their issue, the customer actually seems happier with us than they have ever been before.”

“Yeah, maybe we should break things for every customer and then fix them to boost customer satisfaction!”

I’ve heard variations of the above conversation, always tongue in cheek, many times over the years. The executives discussing the situation have observed a customer who experienced the service recovery paradox: the paradox is when the problems of a particular customer are addressed so well in service recovery that the customer is more satisfied afterwards than they had been before any problems occurred.

service recovery paradox

More than once this paradox has led to the sardonic observation that all an organization has to do to improve customer satisfaction is to purposely mess up an interaction with every customer and then clean up each mess.

To be continued at http://blog.vovici.com/blog/bid/35953/The-Service-Recovery-Paradox-No-Excuse-for-Bad-Service?source=BlogTwitter_[The%20Service%20Recovery]

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Recommending Michael Singer’s post @Executive Clan Editor’s Blog – Social Net-Based Onboarding Boosts Productivity

Le café vert
Image by mkorchia via Flickr

Internet Evolution – Executive Clan Editor’s Blog – Social Net-Based Onboarding Boosts Productivity.

you believe the tea leaves, executives are looking to 2010 as a year for growth. If that is true, then getting new employees up to speed and contributing to the bottom line will be critical.

So when new research indicates that organizations with a formal onboarding process see 60 percent year-over-year improvement in revenue per full-time employee and 63 percent year-over-year improvement in customer satisfaction, you have to ask why.

The key, according to an Aberdeen Group Inc. survey of 466 executives, is a mix of technologies including virtual environments and social media to get the job done fast and efficiently.

“Onboarding isn’t just an HR exercise, it’s a business imperative,” says Justin Bourke, research associate with Aberdeen and co-author of the report, noting that the initial experiences of new employees have a direct impact on the productivity and profitability of an organization, which makes it an opportunity for technology to wow them over.

Case in point: IBM Corp. (NYSE: IBM) has launched “Pass It Along,” a collection of knowledge management, social networking, and various Web 2.0 tools to maintain continuity as older workers leave and are replaced by less experienced or knowledgeable ones. [Ed. note: IBM is also the sponsor of Internet Evolution.]

To be continued at http://www.internetevolution.com/author.asp?section_id=774&doc_id=190904

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Watching a video: The business value of CRM (with Don Peppers)

Companies looking to improve customer satisfaction and the bottom line must deliver a great customer experience over the long term. To do that, its critical to define technologys role before, during, and after the experience occurs. Jim Davies, Research Director at Gartner and Don Peppers, cofounder of Peppers & Rogers Group, discuss how to drive business value from your CRM initiatives by incorporating customer strategy into CRM technology implementations.

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