Want to know what makes an effective customer service strategy? Ask any one of the Fortune 1000 companies and they’ll tell you—it’s building relationships of empathy and goodwill with your customers. In a study published in the Journal of Business Communciation, L. S. Williams reported that the common factor uniting all Fortune 1000 companies is
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Remember when we told you about T.G.I. Friday’s new promotion “endless appetizers“? @caityweaver of Gawker took on the dangerous assignment of trying it out. What happened next isn’t pretty. While Friday’s got some free coverage with this (“earned media” as it’s called in PR speak) it also got some very public feedback. It’s amazing what
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Here’s something to think about the next time you check your text messages. Wait…you’re checking them right now, aren’t you? Well, you’re not alone. Most people won’t make it through an article or blog post without checking at least once. In fact, according to ImpigerMobile.com, 90% of text messages get read within 3 minutes of
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In a New York Times op-ed, David Brooks chronicles the evolution of trust from close circles of friends and family, to trust in brands and in strangers based on online reviews as evidenced by the emerging peer to peer economy (Airbnb, Lyft, Uber are prime example). He observes that among other things this new economy is
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This is the second installment of our series: Big Business Customer Service Mistakes. Businesses have, for the most part, built systems to allow customers to provide feedback. That’s a great first step, but making that feedback experience a good one for the customer is the next. Avoiding this mistakes will help! Making Assumptions: Mislabeling Customer Feedback
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