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: custserv
Service is the New Marketing
September 26, 2012 
Comments Off on Service is the New Marketing
Today, millions of customers will seek help from brands on social networks. Today, your company’s public interactions on Facebook and Twitter will shape how other prospects and customers perceive your brand. For this reason, the quality of your social customer service has become a key element of modern marketing. Last week, at the Salesforce Dreamforce […]
Continue readingThe Paradox of Social CRM
February 20, 2012 11 Comments
There’s a warm feeling you get when you walk into a familiar place. When the staff knows you by name, greets you with delight and serves up “the usual”, you feel honored, respected and welcome. This is the differentiator between the “mom and pop shop” and the mega mall; between the corner store and the […]
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 readingA Technical Writer’s Christmas List
December 22, 2010 16 Comments
I saw Santa in the mall this weekend. The line was long, but I THOUGHT about it. I know I’m too old. I know he would NOT appreciate me on his lap. I get all that. But I WANT stuff. I want Technical Documentation stuff. Not products, mind you: I want FUNCTIONALITY! I know the […]
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 readingNurturing Advocacy
October 22, 2010 5 Comments
Like any other tool, Social media can be used for good or ill. Some brands use social channels primarily to promote products. Like a car alarm in a parking lot, a stream of hype quickly becomes a noisy annoyance to customers. But once in a while, a brand takes great care to understand and then […]
Continue readingKindness Transcends Constraints
August 30, 2010 13 Comments
It is difficult to rise about this reality: You must nearly always pick two of the following options: Good, Fast and Cheap. You will rarely, if ever, receive all three. But, for customer service vendors, there IS a short-cut around this constraint: Kindess costs you NOTHING and buys you EVERYTHING!
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 reading- Don’t let doubt drown your gift
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