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Customer Service

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yesterday

Manuel Vega asked a question

What are some of the best performance metrics and practices to use is assessing contracting/acquisition organizations.

Customer Service

Performance Management

yesterday

Lori Richardson and 11 other people answered this question

What techniques do you use to get your lost customers back?

Unless you sell "one purchase in a lifetime" products and services, it is never too late to follow up with a former customer.
I love the idea of actually ASKING them why they left (if you don't know why - and even if they told ... more

Customer Service

Customer Loyalty

May 22, 2012

Jesse de Agustin and 17 other people answered this question

Are surveys and polls still a valuable tool for learning from customers?

Here's the main issue with surveys. While surveys (& focus groups) get people talking about & self-reporting their experiences & emotions, we can obtain much deeper insights by looking at subconscious indicators of emotion (such as nonverbal facial expressions) and determining whether or not a ... more

Customer Service

Customer Conversations

Customer Experience

May 22, 2012

rj jaan and 4 other people answered this question

What is the best way to have customers share their experiences on our website?

We can achieve this one by creating a interactive website a sharing one which many people from different places can share there experiences.
http://www.web-designs-company.com/ more

Customer Service

Community Engagement

Company Website

May 14, 2012

Tim Giebelhaus and 1 other person answered this question

Online chat rooms - What are your service excellence best practices? What are your petpeeves?

To Debbie Laskey's response, I would add that manning the chat is a full time activity. Carrying on multiple conversations is all the multitasking a person can handle. You also want to be careful how many chat sessions you allow a person to take on. ... more

Customer Service

May 10, 2012

Mark Benson and 28 other people answered this question

Should customer service be taught?

That is an interesting question.

Customer Service

Human Resources

Corporate Learning

May 8, 2012

David Ferguson and 2 other people answered this question

What features do you expect from a good help desk software?

Good help desk software should have the same characteristics of good business software in general. Here are a few of things to look for:
1. they should serve their function in the organization with the least impact. Impact being defined as a low amount of ... more

Customer Service

Information Technology

Help Desk Software

May 8, 2012

Chip Bell and 13 other people answered this question

How can you reward customers who are effective brand advocates?

One form of advocate recognition that can be effective is providing a special learning experience just for loyal customers. Using the session to also solicit customer input can go far in making advocates feel like partners with the brand. more

Customer Service

Brand Awareness

May 4, 2012

Kathy Silvestri asked a question

What is the benfit of a dedicated churn team?

Customer Service

Customer Loyalty

May 3, 2012

Tony Scott and 8 other people answered this question

Who owns the help desk in larger organizations?

In the past, with complex and expensive help desk systems, it was the IT department, no doubts there. However, with cloud-sourcing catching on in the last 2 years, new help desk systems like http://www.focalscope.com, http://www.zendesk.com, and http://www.kayako.com, have made it so easy to implement and ... more

Customer Service

May 2, 2012

melanie burgess and 7 other people answered this question

What are the benefits to setting up your own call centres vs offshore?

Hi all,
Interesting debate, one which I've been involved in many times! I'm positive that offshoring is not the way to go. Not only is it bad for our own economy, but it simply cannot deliver the customer service that our customers require. Communication barriers ... more

Customer Service

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Marketing Thought Leaders: A Conversation with Julie Fajgenbaum May 25 @ 11 am PT
The Do’s and Don'ts of Small Business Marketing May 29 @ 11 am PT
Lead Nurturing 202: The Next Generation May 31 @ 11 am PT

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