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Call for ban on costly helplines

Call for ban on costly helplines | Customer Care | Scoop.it
Consumer group Which? says it is "outrageous" that customers face high charges when calling helplines and wants the practice stopped.
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Amy Cuddy: Your body language shapes who you are

Body language affects how others see us, but it may also change how we see ourselves. Social psychologist Amy Cuddy shows how "power posing" -- standing in a...
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Red Bull's Titanic ad could face investigation after 110 complaints - The Guardian

Red Bull's Titanic ad could face investigation after 110 complaints - The Guardian | Customer Care | Scoop.it
The Guardian
Red Bull's Titanic ad could face investigation after 110 complaints
The Guardian
The Advertising Standards Authority has received 110 complaints since 9 September about the Red Bull ad, including one from the Titanic Heritage Trust.
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Why do you think people complained against this advertisement?
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Ten tips for dealing with customer complaints - Call Centre Helper

Ten tips for dealing with customer complaints - Call Centre Helper | Customer Care | Scoop.it
Call Centre Helper Ten tips for dealing with customer complaints Call Centre Helper By now, the customer should at least be ready to let you help them.
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Recycling Customer Feedback Program Data for Innovation by Woody Bendle

Recycling Customer Feedback Program Data for Innovation by Woody Bendle | Customer Care | Scoop.it
Customer experience and innovation expert Woody Bendle is here on the Brainzooming blog to share a great approach for recycling the customer feedback program data that's sitting in organizations w...
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Feedback (good or bad)! | Virgin Atlantic

Virgin Atlantic's customer service feedback page. (@KateMarieGibson I understand why you wouldn't be happy with that. Have you contacted our customer relations guys?
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Turn One-Time Customers Into Loyal Fans And See Ideas Flow - Investor's Business Daily

Turn One-Time Customers Into Loyal Fans And See Ideas Flow - Investor's Business Daily | Customer Care | Scoop.it
Turn One-Time Customers Into Loyal Fans And See Ideas Flow Investor's Business Daily Got a cool gadget? A hobby that you dream of turning into a business? Sharpen your marketing genius to turn one-time customers into high-yield fans.
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How Bars are Using Social Media to Attract New Customers

How Bars are Using Social Media to Attract New Customers | Customer Care | Scoop.it
The bar business is very competitive. It's hard to attract new customers. Here is how some bars are using social media to get new customers.
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Waitress Finds 'None, N****r' Written As Her Tip From Racist Customers (IMAGE) -

Waitress Finds 'None, N****r' Written As Her Tip From Racist Customers (IMAGE) - | Customer Care | Scoop.it
'This is what I got as a tip last night … so happy to live in the proud southern states.' Is racism making a comeback?
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Social media has made customer relations a 24-hour task

Social media has made customer relations a 24-hour task | Customer Care | Scoop.it
The rapid rise of social media has given brands one or two problems.
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Will Social Media Help Kill Bad Customer Service? - LinkedIn Today

Will Social Media Help Kill Bad Customer Service? - LinkedIn Today | Customer Care | Scoop.it
Will Social Media Help Kill Bad Customer Service?
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What do you think?  Discuss. 

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York Fair helicopter operator responds to neighbor complaints - FOX43.com

York Fair helicopter operator responds to neighbor complaints - FOX43.com | Customer Care | Scoop.it
York Fair helicopter operator responds to neighbor complaints
FOX43.com
A new attraction at the York Fair is creating a lot of buzz, both literally and figuratively.
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Do you think they have handled the complaint well?

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McDonald's (Master) Franchise opportunity - Franchise International

McDonald's (Master) Franchise opportunity - Franchise International | Customer Care | Scoop.it
McDonald’s is one of the most well known brands around and does business in 119 counties worldwide. (Franchise Fact: @McDonalds serve 3.5m UK customers per day.
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Good Customer Care?

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How to Improve Customer Service, Tips & Techniques

How to Improve Customer Service, Tips & Techniques | Customer Care | Scoop.it
Practical tips on how to improve customer service. Learn techniques and processes to deliver good customer service in your company or organisation.
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Here is some very good tips on improving customer care.

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Use Social Media to Steal Market Share (and More Good Advice for CMOs) - Profs | #TheMarketingAutomationAlert

Use Social Media to Steal Market Share (and More Good Advice for CMOs) - Profs | #TheMarketingAutomationAlert | Customer Care | Scoop.it
Social Media - Social media has proven itself an invaluable venue for businesses promoting their products and specials, but its value doesn't end there. Here are five ways CMOs can start getting more ...


Digest...


Here are five ways CMOs can start getting more out of social media today.


1. Look for brand impact

Marketing teams know their company's brand mission and brand promise best. When looking at social feedback, keep a keen eye on how the brand promise is aligning with operational delivery—on the ground, every day. Look for reviews that provide insights into whether your business is meeting, exceeding, or falling short of customer expectations. This is a key metric that few CMOs consider. If you're missing the mark, work with your operations team to put a solution in place that addresses the issues.


2. Share the wealth

As quickly and as often as possible, CMOs should share that information (even in the form of a weekly alert) with operations, product teams, merchandisers, and suppliers for timely "gut checks" and insight into whether the organization is delivering on its brand promise.


3. Redefine your approach to marketing strategy

Know that not every promotion or customer engagement strategy will be worth the effort. Find out which ones work best by using social media feedback to gauge the response to your offerings, both in-store and online. Says Morgan, "Social feedback drastically reduces the time it takes to gauge customer sentiment. It's a direct line between the guest and the business that's open 24/7."


4. Don't just listen—act

This one may seem obvious, but few companies do it well. Start by putting a priority on social media feedback across all review and social sites, and then assign people on your team to actually engage with customers. When you communicate with a personal touch, you turn positive reviewers and commenters into brand advocates—and, often, earn a second chance from negative reviewers.


5. Steal market share

Customer experiences aren't happening in a vacuum: You're constantly being compared with your competitors, and simple brand loyalty isn't going to be enough to keep customers coming back. Turn social media into a competitive advantage: Use others' potential gaps or missteps and maximize your own successes.


Via marketingIO
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marketingIO's curator insight, September 22, 2013 10:40 PM

This is not only applicable to CMOs, but to the other CXOs that need to be convinced that 2014 is deserving of a significant investment in social media. HOWEVER, should you use this article as the basis for your argument, you must include ROI measurement devices.


  • See the article at from www.marketingprofs.com
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Call for ban on costly helplines

Call for ban on costly helplines | Customer Care | Scoop.it
Consumer group Which? says it is "outrageous" that customers face high charges when calling helplines and wants the practice stopped.
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Is it right to refuse service to customers who are on their mobile phone?

Is it right to refuse service to customers who are on their mobile phone? | Customer Care | Scoop.it
Open thread: A woman was refused service because she was talking on her mobile phone at a pharmacy counter. Fair enough?
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PayPal Wants To Change In-Store Shopping With

PayPal Wants To Change In-Store Shopping With | Customer Care | Scoop.it
PayPal has launched a Bluetooth device for merchants so shoppers can check in and pay for things via PayPal on their smartphones.
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3 Questions To Ask Before Firing A Customer - Forbes

3 Questions To Ask Before Firing A Customer - Forbes | Customer Care | Scoop.it
3 Questions To Ask Before Firing A Customer Forbes When you launch your startup, you'll take just about anyone as a customer since it's shocking that someone is actually going to pay for your product/service.
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Apple Unveils New iPhones; Customers Already Lining Up At Manhattan Store - CBS Local

Apple Unveils New iPhones; Customers Already Lining Up At Manhattan Store - CBS Local | Customer Care | Scoop.it
Ubergizmo Apple Unveils New iPhones; Customers Already Lining Up At Manhattan Store CBS Local Apple Senior Vice President of Worldwide Marketing Phil Schiller speaks about the new iPhone 5C during an Apple product announcement at the Apple campus...
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At Restaurants, Customers Should Have Control - New York Times

At Restaurants, Customers Should Have Control - New York Times | Customer Care | Scoop.it
At Restaurants, Customers Should Have Control New York Times At the end of the day we are here for a need and that need is our customer. So it's not for us to say if one can use more or less salt.
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Call for ban on costly helplines

Call for ban on costly helplines | Customer Care | Scoop.it
Consumer group Which? says it is "outrageous" that customers face high charges when calling helplines and wants the practice stopped.
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What do you think?

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Customer Intimacy, Meet Operational Excellence

Customer Intimacy, Meet Operational Excellence | Customer Care | Scoop.it
The art is in optimizing apparent opposites simultaneously.
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5 Facebook No-Nos That Cost You Customers - Social Media Chimps

There was a time when businesses had two choices for advertising: a daily newspaper or a local television station.
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Some good tips

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IT glitch hits Lloyds and TSB on morning of bank split

IT glitch hits Lloyds and TSB on morning of bank split | Customer Care | Scoop.it
TSB spokeswoman blames 'unexpected volumes of traffic' for temporary crash as the promise of a seamless transition fails to materialise (Lloyds and TSB customers unable to access internet banking http://t.co/Fc5xNt9sN4)...
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How will this affect customer's expectations?

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