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May31
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  Here are just a few quotes from articles I’ve read this past weekend. Hopefully they’ll inspire you in some way… Jeff Jarvis, Buzz Machine “…social media are changing their fundamental relationship with customers to be less about serving and more about collaborating…customers who want to talk will, and smart companies will not just listen but will engage them in decisions…” (From Business Week magazine) This quote reminds me of my post earlier this week about the miscommunication with Amtrak: Seth Godin: “Sometimes, we get hung up on catch phrases and jargon that work great when everyone understands what we mean, but fail to bring understanding to outsiders. Yelling louder isn't always the answer. Changing your words might work better.” (From his post, Double, double).
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May31
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When I first started out in customer service, I was just looking for a “job”. I needed this job to pay the bills - which is probably the mentality of most people who apply for customer service positions. How hard...
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May30
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In reading Jeremiah Owyang's post about sending customers away and firing your own customers, I found out about Paul Greenburg, someone who has quite a bit of experience in CRM. Well, Paul needs our help, folks. He's created a wiki...
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In the news this past week there was buzz about UPS's (United Parcel Service) deal with DHL to carry some of DHL's air packages. Of course this deal would work in UPS's favor because of the potential for more...
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May29
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I used to hear this phrase all the time: "In business, it's all about who you know..." I didn't really accept or even understood what that meant until I started blogging and connecting with other people online. I used to...
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Here's an interesting story over at CRM Buyer. The author, Ethan Horowitz, reports that Comcast has decided to "join the conversation" and has started using social networking channels to communicate with customers. Many of you are well aware that Comcast...
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May28
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I enjoy traveling on Amtrak because I can relax, do work, and not have to deal with traffic in Los Angeles. I travel at least once a month by train and haven’t had any problems…until now. Without going into...
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Today we continue the interview with Larry Streeter of Constant Contact... MP: Walk us through a typical day in "your world"... LS: Ha! A "typical" day would be atypical! But it's one of the things I love about Constant Contact....
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May27
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If you're a business owner and have a database of customers you keep in touch with via email, you've probably heard about the company, Constant Contact. Keeping in touch with your customers on a consistent basis is important and Constant...
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The past few months or so it seems as if I’ve really been tuned into some of the customer service woes that we’ve been experiencing - especially with the airlines. Another topic I have also gravitated towards is social media...
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May26
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Today was the Memorial Day holiday here in the U.S., a day that we honor those who served our country. We remember those who sacrificed their lives so that we may have our “freedom”. I’d like to get into a...
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I felt really inspired by all the great contributions I received for this edition of the Customer Service Carnivale and I hope you will feel the same way too... Anya Portnik shares a sales training and business success tip that...
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May24
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The big news this past week was American Airline's announcement that they will start charging $15 for the first checked baggage in addition to raising fares up to $60. Of course, everyone is complaining about it. I found...
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May21
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Well, the results are in. The quarterly survey put out by the American Customer Satisfaction Index has been revealed and Rob Pegoraro of The Washington Post shares with us a review of the scores which surprisingly, are not surprising. I...
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May19
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Whenever I need a little inspiration in my life (and who doesn’t!), I like to listen to Deepak Chopra talk. This weekend as I was browsing YouTube, I came across this video of Deepak talking about success and happiness as...
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May16
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The results are in...We have winners for the book giveaway! These two winners are each going to receive Joe Heuer's, The Idiot-Proof Guide to Customer Loyalty and Business Daffynitions. And the winners are... Benjamin Myhre and Blayre! Since there were...
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May15
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Today we have a guest post, from fellow customer service blogger, Meikah Delid, who blogs over at CustServ...Customer Service at the Home FrontIn the past couple of weeks, I got busy with household concerns: a leaking pipe in our dining...
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May12
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Welcome to the "Helpful" Edition of the Customer Service Carnivale. I've chosen the articles that have proven to be the most...helpful! Enjoy... Over at Gavin Ingham's blog we learn more sales tips and lessons from The Sales Apprentice 2008. While...
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May10
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What is a customer-focused strategy? That is the question that Glenn Ross of Customer Service Experience asked a group of customer service/marketing bloggers. Here are some answers he has received so far:"Most simply, I would define “customer-focused strategy” as...
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May 8
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A few months ago the Starbucks Project was born and I thought I'd share an update of some of the news and "gossip" I've come across about Starbucks. I also answer the the burning question that the company surely wants...
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May 6
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Barbara Walters is an iconic figure in the U.S. and has had such a long and wonderful career as a news anchor and reporter. She was on the Oprah show to discuss her life and talk about her memoir, Audition. ...
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May 5
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This month over at my online business blog the focus has been on social media and social network marketing. It's a "hot" topic these days among us tech geeks who use social networking sites on a daily business. However, Lewis...
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May 4
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One of my best friends has been a United Airlines flight attendant for almost ten years on and off (She was laid off at 9/11). When she first started, being a flight attendant was still considered a “glamour” job. Of...
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May 2
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Here's a customer service-related blog that I discovered a few days ago that you might enjoy perusing this weekend: The Chief Happiness Officer. I'm surprised that I've never found this blog before because Alexander Kjerulf has been blogging since 2002...
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