What is “Triage?” Typically, it’s a medical term, defined as “the process of sorting victims to determine medical priority, in order to increase the number of survivors.” So how does the concept of “Triage” apply to Social Media Monitoring? The number of social posts that mention brands continually increases. In 2012, 53% of social media […]
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Tag Archives: customer service
Dreaming Forcefully
September 14, 2012 
4 Comments
I’ve been dreaming for a long time about making a forceful difference in the lives of my customers. So I’m delighted to have a chance to speak at an aptly named conference. The Salesforce Dreamforce conference is gigantic, with 60,000 people slated to be there this year. Four of them are those dudes from the […]
Continue readingInfluence and Advocacy
August 10, 2011 13 Comments
I recently had the honor of being included alongside close friends on the Mindtouch customer service influencers list. I’m grateful to Mindtouch for investing in the research, and grateful to all who voted to place me on the list. I’m even more delighted that the message of customer advocacy is spreading and gaining traction. This […]
Continue readingLose Some “Wait”
February 25, 2011 Comments Off on Lose Some “Wait”
Nothing says “DISRESPECT” quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! It’s conventionally accepted that the customer (who NEEDS something) should be willing wait for the service provider (who HAS what they NEED.) However, somewhere along the […]
Continue readingNet Promoter Score: The Ultimate Question
February 2, 2011 10 Comments
I swiped my debit card and stared at the tiny screen… I expected a prompt for my PIN. Instead, the monitor read, “How likely are you to recommend K-Mart to a friend”?” This caught me off guard. K-Mart wants to know if I LIKE them? Not only that, they want to know if I like […]
Continue readingRenewable Service in Disposable Industries
December 10, 2010 13 Comments
“Please state your date of birth.” A few feet in front of me, an elderly woman looked up at a young cashier. Stunned and flustered, the elegant matron asked “Why do you need to know my date of birth?” The cashier deadpanned, “Halo 3 is rated M for Mature: I can’t sell it to you […]
Continue readingPlanned Inconvenience
December 8, 2010 27 Comments
The Customer Service revolution is OVERDUE. This week, I called my bank to close an extra business account that I no longer needed. What happened next was stunning. Before the bank finally closed the account: I spoke with five different humans I was read a formal apology sentence by all five I was authenticated four […]
Continue readingServant Leadership: Now in 3-D
July 27, 2010 15 Comments
In the past, it was rare to see servant leadership emphasized as a crucial corporate value. In the future, servant leadership will be a prime predictor of long-term success. This post examines how Woody models the servant leader archetype in Toy Story 3.
Continue readingIf Chewbacca had an iPhone
July 12, 2010 11 Comments
If only there had been an Apple store next to the Mos Eisley cantina. If Chewbacca had owned an iPhone 4, the Empire may have never had their chance to strike back.
Continue readingContent: A Banquet Best Served Warm
July 7, 2010 5 Comments
A company that hides answers behind an 800 number is like a banquet host that locks the meal in the pantry. Enabling self-service support is like laying out a rich buffet, rather than forcing guests to beg at the kitchen door.
Continue reading- Don’t let doubt drown your gift
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