I was recently asked to give a guest lecture on customer service for a class at the Université de Montréal. Does this strike you as odd? I mean, what does customer service have to do with crisis management? The truth is that your organization’s customer service representatives play a big role within your brand’s issues […]
Update on Rona’s Huge Customer Care Fail
Many of you have sent me warm wishes and requests for an update after my debacle with the Canadian hardware store, Rona. First, let me begin by saying that all of your well-wishes and concerns were touching and deeply appreciated, thank you! Along with the follow-up I’ve promised you, I have a few additional points […]
Twitter Customer Service Study: Lessons Learned (with Infographic)
Editor’s Note: The following is a guest post by Ashley Verrill, a market analyst with Software Advice, on a study she recently did evaluating different companies’ customer service efforts on Twitter – and the lessons she learned and wants to share with you. In today’s Yelp and social media-saturated world, online reputation management is paramount to success. […]
Poor Customer Service Can Lead to a Social Media Crisis – Some People Still Don’t Get It
Poor customer service leads to a potential social media crisis – and company owners, big and small, need to realize this. I recently had my own horrific experience with a local restaurant and the astonishing (in a very bad way) restaurant owner. I won’t go into details (too much) but the entire experience left me […]
