The “Applification” of Customer Service
I was listening to a CrankyGeeks podcast recently where one of the guests mentioned the word “applification” in reference to entertainment media, specifically TV and the appearance of apps on...
View ArticleResistance to Collaboration
Why do some people resist collaboration? In my 25 years of working with professionals from around the globe I have had my share of good and some less than positive experiences when it comes to sharing....
View ArticleSocial Media in a Customer Service World
New channels of communications – are here! My professional world is probably described as Business2Business2Customer (B2B2C) consulting. I work with organizations in designing, improving, replacing or...
View ArticleJust fix my problem
Ran across this post from Tim Stevens and his rant about service being provided by service centers. http://www.leadingsmart.com/2011/05/i-dont-want-to-press-1-for-english.html He has a few points which...
View ArticleSocial Service in the Contact Center – is this a good thing?
There is much talk about corporations getting onto the social bandwagon. Marketing often or usually leads the quest with customer services in tow. While the possibilities of engaging customers,...
View ArticlePaying Attention to the People with Kate Nasser
Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company....
View ArticleBank Mobile App and Customer Service
I just came across an article from 1to1 (sorry, login wall) but the point was it brought to my attention a US bank and its jump into Customer Input in designing a mobile application. You can see more...
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