Join Focus

Share what you know with millions of people

Focus is the best place to turn what you know into remarkable content

Follow Following Unfollow

Customer Service Trends

Ask a Question

Feb. 15, 2012

M Scott Schaffernoth and 1 other person answered this question

What do you think the future holds for customer service?

Transforming customer "service" to be "mobile, getting customers to help each other, social, better triaging/prioritizing" is 180 degrees from making the function a "1st class member". For companies that are driven primarily by a bean counter mentality, customer service is all about putting on a ... more

Customer Service

Customer Satisfaction

Customer Service Strategies

Customer Service Trends

Dec. 8, 2011

Evan Hamilton and 2 other people answered this question

Whats the future of Customer Service

Love it. Happiness is the focus here, not support or service or sales (those are all processes, not goals). Someone (in my mind, the evolution of the community manager) needs to watch over all of this and make sure these processes work together to serve ... more

Customer Service Trends

March 10, 2011

Bob Gately and 4 other people answered this question

It seems so simple, but so many businesses fail: How do you keep your customers happy?

“How do you keep your customers happy?”
If we keep our customers happy but drive our employees out by mismanaging them, how long will our happy customers be happy or customers?
Seems to me we should start at the top and work down. If the CEO knows ... more

Feb. 1, 2011

Susan Leighton and 3 other people answered this question

Do you take time to profile your customers?

Most large corporations profile their customer base using data provided by their marketing departments. The information that the marketing departments gather is usually shared with the risk departments. As a result, risk departments create scorecards which can be used internally to launch new products, etc. ... more

Customer Service

Customer Demographics

Customer Profiling

Customer Service Trends

Jan. 31, 2011

Adrian Swinscoe and 4 other people answered this question

What's killing customer loyalty?

Hi Andi,
I would suggest that it is the erosion of trust in the companies that we do business with. This can be driven by marketing that we don't believe, employees that don't service us well or let us down, statements that we don't believe etc
Check ... more

Jan. 31, 2011

Jeniffer Maben answered this question

Do you use AJAX?

Hi Kara Stahl
Deploying live chat on website's web pages is very easy. Just sign up and download html code and place this HTML code into your webpage. Hardly this process will take 5 minutes.
Try here http://www.live2support.com more

Customer Service

Information Technology

Sales

Contact Centers

3 more topics

Jan. 16, 2011

Amas Tenumah and 4 other people answered this question

What does the increase in self-service technologies mean for the customer service industry?

To add to the great answers... One thing to remember is self service done right should benefit customer and company. So long as you can measure and ensure the customer experience being delivered via self service is consistent with the same experience that your customers ... more

Customer Service

Sales

Contact Centers

Customer Service Feedback

2 more topics

Jan. 13, 2011

Gail Wallace and 11 other people answered this question

Too big to fail? Why do you think big companies get away with poor service?

Companies with poor customer service are not too big to fail. Case in point is CompUSA. I was a customer when it was originally SoftWarehouse in Dallas in the 1980's and they sold only software. When they began to sell computers, they changed their name ... more

Events

Lead Nurturing 202: The Next Generation May 31 @ 11 am PT
Marketing Thought Leaders: A Conversation with Jamie Mallinger June 1 @ 11 am PT
The Tricks to Paid Media June 6 @ 11 am PT
Display Advertising for Brand Awareness June 20 @ 11 am PT

Top Contributors

more less

Mike Wittenstein

Points: 90

Customer Experience Designer... Follow Following Unfollow

Tim Sanchez

Points: 80

General Manager Follow Following Unfollow

Jeannie Walters

Points: 70

CEO Follow Following Unfollow

Chris Selland

Points: 50

Senior Vice President, Corpo... Follow Following Unfollow

Jessica Groopman

Points: 48

Researcher Follow Following Unfollow

Jesse de Agustin

Points: 35

Methodology Advisor, Facial ... Follow Following Unfollow

Alan Borecki

Points: 20

Follow Following Unfollow

Marita Roebkes

Points: 20

Social Media Manager, CoFoun... Follow Following Unfollow

Elijah Ezendu

Points: 20

Senior Partner Follow Following Unfollow

Adrian Swinscoe

Points: 20

Consultant and Speaker on Cu... Follow Following Unfollow

David Filwood

Points: 20

Principal Consultant Follow Following Unfollow

Avi Kaye

Points: 10

CEO Social Media & Managing ... Follow Following Unfollow

Brad Nichols

Points: 10

Chief Operating Officer Follow Following Unfollow

Chip Bell

Points: 10

Senior Partner Follow Following Unfollow

John Green

Points: 10

Director, Operations Follow Following Unfollow

Search for...

Share what you know with millions of people

Focus is the best place to turn what you know into remarkable content

Customer Service Trends

Recent Activity

Events

Top Contributors

Related Topics

Search for...

Share what you know with millions of people

Focus is the best place to turn what you know into remarkable content

Customer Service Trends

Recent Activity

Events

Top Contributors

Related Topics

Log In

Not a member yet? Join Now

Join Now

Already a member? Login

Focus is free.

Focus is simple.

As Featured In