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Keep the "serve" in customer service!
Listen to the voice of the customer, be passionate about "serving!"
Curated by Robin Martin
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How Social Media Is Impacting Customer Service

How Social Media Is Impacting Customer Service | Keep the "serve" in customer service! | Scoop.it
While it's wise to use social media for customer service, research shows that you shouldn't give up on more traditional support methods just yet.
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Rescooped by Robin Martin from The Daily Leadership Scoop
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Steve Jobs, Ashton Kutcher, And The 10,000 Hour Rule - Forbes

Steve Jobs, Ashton Kutcher, And The 10,000 Hour Rule - Forbes | Keep the "serve" in customer service! | Scoop.it
To master anything, it takes 10,000 hours of practice.

Via Bobby Dillard
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Rescooped by Robin Martin from Grow Your Service Firm
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For Better Customer Service, Should You Tweet That Complaint? - DailyFinance

For Better Customer Service, Should You Tweet That Complaint? - DailyFinance | Keep the "serve" in customer service! | Scoop.it
For Better Customer Service, Should You Tweet That Complaint?

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Rescooped by Robin Martin from AtDotCom Social media
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Why You Should Add Live Chat to Your Website [Infographic] - Offerchat

Why You Should Add Live Chat to Your Website [Infographic] - Offerchat | Keep the "serve" in customer service! | Scoop.it

But in the present world where almost instant communication and engagement is pretty much the norm, a live chat widget on your site could just be the one thing that’s missing.

 


Via Brian Yanish - MarketingHits.com, John van den Brink
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The importance of a good customers service: case study with Lufthansa

The importance of a good customers service: case study with Lufthansa | Keep the "serve" in customer service! | Scoop.it
There is nothing more frustrating in life than facing a stubborn careless customer service. If you are yourself taking care of customer service, bear in mind the following rules, they might save or even improve your image.
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Is Social Media The Future Of Customer Service? [INFOGRAPHIC] - AllTwitter

Is Social Media The Future Of Customer Service? [INFOGRAPHIC] - AllTwitter | Keep the "serve" in customer service! | Scoop.it
Is Social Media The Future Of Customer Service? [INFOGRAPHIC] (RT @Erica__B: #Twitter: Is Social Media The Future Of Customer Service?
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Customer service is leading a corporate revolution

Customer service is leading a corporate revolution | Keep the "serve" in customer service! | Scoop.it
We have been running several events over the past year exploring how social media is changing customer service. Our most recent event last Wednesday in London looked at how the entire enterprise is...
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Why Companies Should Invest in the Customer Experience | Visual.ly

Why Companies Should Invest in the Customer Experience | Visual.ly | Keep the "serve" in customer service! | Scoop.it
Companies spend millions on advertising every year, but is it worth it?
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Alexis Brantes's comment, October 26, 2012 9:29 AM
Merci bcp!
Alexis Brantes's comment, October 26, 2012 9:29 AM
Merci bcp!
Fred Zimny's curator insight, December 14, 2012 12:56 PM

Indeed, but to reduce you need what can be skipped,. And that was and is the problem

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The New Measure of Customer Service Success

The New Measure of Customer Service Success | Keep the "serve" in customer service! | Scoop.it
Why some traditional performance metrics are wrong and what you need to evaluate now.
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Learn to read your customers and don’t force a meaningless interaction on them

Learn to read your customers and don’t force a meaningless interaction on them | Keep the "serve" in customer service! | Scoop.it
"Learn to read your customers and don't force a meaningless interaction on them."...
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Why Thank-You Emails Are the Untapped Gold Mine of Email Marketing

Why Thank-You Emails Are the Untapped Gold Mine of Email Marketing | Keep the "serve" in customer service! | Scoop.it

In our Introduction to Email Marketing ebook, we discussed that there are several different types of marketing emails you can send to your contacts.

 

Depending on what your business goals and needs are, you could be sending newsletters, digests, dedicated sends, behavior-driven emails, lead nurturing emails, and more. All of these different options have their purposes, yet many marketers overlook a particular type of email that tends to get a lot of traction -- the transactional email.

 

That's right: Transactional emails are one of the most effective types of communication to engage your prospects with.


Via Simon West, Nett Sales
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2013 EXPERTS VISION WEBSITE

2013 EXPERTS VISION WEBSITE | Keep the "serve" in customer service! | Scoop.it

Via Lansana Gagny Sakho
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Lansana Gagny Sakho's curator insight, February 6, 2013 11:35 PM

Being customer focused is not some ‘nice thing to do.’ Customer focus is about hard-edged business. Customer focus is the beginning, middle and end of a successful strategy.

We've decided that our website is going to be customer oriented whereby our customers are the prime motivator of our business. Therefore we develop our new website using our own experiences as a customer as our guide. Through our new website we focus to Give Our Customers What They Want


We’d appreciate your tour on http://www.experts-visions.com

Rescooped by Robin Martin from Curation, Social Business and Beyond
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Global Businesses That Capitalize on Consumer Behavior Changes, Will Thrive


Via janlgordon
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janlgordon's curator insight, January 26, 2013 3:46 PM

This article and infographic is based on research from Accenture - They have found striking differences between fast and slow-growing companies. Whether you're a global business or a national brand, there is something in here for everyone.


Please CLICK ON THIS LINK TO GO TO ARTICLE: bit.ly/WsB6Vw


Here is what the report covers:

 

**Draws on research from four sources:


**a global consumer behavior survey (10,000 online consumers),


a **global executive survey (600 business executives),


**industry-growth leader analysis of the world's top 3,000 listed companies by market capitalization and macroeconomic analysis with Oxford Economics.


Here are a few highlights that caught my attention:


**See opportunity in consumer behavior change


**Consumer behavior-driven markets are expected to grow at three and a half times the rate of emerging economies and times the rate of developed economies between now and 2016


**One of the key insights that Accenture brings as a result of some of its latest research is,


**you have to look beyond the ‘who’ and the ‘where’ of what is
happening in consumer segments to really understanding the ‘how’ and ‘why’


**looking at how consumer behaviour is changing and the pace and scale of that change can be even faster than the
growth rates in emerging markets.


Selected by Jan Gordon covering "Curation, Social Business and Beyond"


Read article and see infograph [bit.ly/WsB6Vwhic]  

Russ Merz, Ph.D.'s curator insight, January 26, 2013 8:18 PM

Infographic that contrasts consumer behaviors in emergng versus developed markets.

Stephane Bilodeau's curator insight, January 27, 2013 8:54 AM

Accenture research shows that global businesses that capitalize on consumer behavior changes can achieve greater growth.

 

A growing opportunity 

By aggregating estimates of market size for industries and sectors associated with behavior change, the research indicates a growth opportunity of US$2.4 trillion over the four-year period from 2012 to 2016.

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Write on the button: the grammar of interactivity

Write on the button: the grammar of interactivity | Keep the "serve" in customer service! | Scoop.it
Deciding what text to put on an interactive button can be difficult, not least because of the unusual grammar of the 'interactive voice'. Here, we propose a test to use when in doubt.
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Will Your Customer Service Rank Among the Best or the Rest in 2013? [INFOGRAPHIC] | CustomerThink

Will Your Customer Service Rank Among the Best or the Rest in 2013? [INFOGRAPHIC] | CustomerThink | Keep the "serve" in customer service! | Scoop.it
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A Field Guide to the Wonderful World of Clients [INFOGRAPHIC]

A Field Guide to the Wonderful World of Clients [INFOGRAPHIC] | Keep the "serve" in customer service! | Scoop.it
If your company has ever worked with a tough client, you know what a nightmare it can be.Too often, clients have unrealistic expectations or offer zero insight as to what they want.

Via John van den Brink
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Alessio Manca's comment, December 8, 2012 4:20 AM
Fantastic!
Nikola Pohlupkov's comment, December 8, 2012 4:28 AM
a good one ;) right?
Alessio Manca's comment, December 8, 2012 4:57 AM
Indeed Nikola, TYVM!
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Listening: A Vital Dimension of Respect

Listening: A Vital Dimension of Respect | Keep the "serve" in customer service! | Scoop.it
The virtue of respectfulness is demonstrated by being courteous, being civil, and treating everyone in a manner that acknowledges and honors their essential human dignity.

Via Amy Melendez
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10 Ways Customer Service Converts Customers Without Selling {Infographic by Business 2 Community]

10 Ways Customer Service Converts Customers Without Selling {Infographic by Business 2 Community] | Keep the "serve" in customer service! | Scoop.it
10 Ways Customer Service Converts Customers Without SellingBusiness 2 CommunityThe guys over at HelpScout are doing awesome things with customer service…all of the time.
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Customer Service Online Matters (Infographic) | Business 2 Community

Customer Service Online Matters (Infographic) | Business 2 Community | Keep the "serve" in customer service! | Scoop.it
24 – 48 hours for an email reply is unacceptable customer service today.
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12 Most Valuable Listening Skills

12 Most Valuable Listening Skills | Keep the "serve" in customer service! | Scoop.it
Martin Haworth speaks in just the right tone to grab your attention with the 12 Most Valuable Listening Skills.

Via Bobby Dillard
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Small Business and Startups: Slice & Dice Your Customer Service Data « crowdSPRING Blog

Small Business and Startups: Slice & Dice Your Customer Service Data « crowdSPRING Blog | Keep the "serve" in customer service! | Scoop.it
crowdSPRING's blog about design, digital creativity, business strategy and more.
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Putting Customers as the Center of Your Business ~ Forrester

Putting Customers as the Center of Your Business ~  Forrester | Keep the "serve" in customer service! | Scoop.it

"Does everyone in the organization have a clear picture of the processes customers go through when interacting with the organization?"

 

Forrester recently released a book ' Outside In : The Power of Putting Customers at the Center of Your Business'. The book highlights that customer experience is the greatest untapped source of cost savings ...


 

Understanding customer behavior and interactions can lead to the following benefits:

 

 

Identify New ‘Niche’ Customer Segments – Just because people share some similar characteristics  (e.g. female in the age group 35 – 45) does not imply that they share the same passions and interests. 

 

 

Deliver Targeted, Personalized Content and Advertising – Moving beyond ‘likes’ and ‘follows’ – to create a 360 degree of the customer ...for improving customer understanding and targeting them with personalized content.

 

Increase Customer Loyalty – Gaining deeper insights into existing customer segments as well as discovering new customer segments by developing a multi-channel strategy and aggregating data across mobile, social and digital channels.



Via Tom Debruyckere, Deb Nystrom, REVELN
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Robin Martin's comment, November 4, 2012 11:09 AM
Thanks Deb!! ; )
Deb Nystrom, REVELN's comment, November 4, 2012 4:49 PM
You are most welcome Robin!
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Study: brands don’t listen, answering fewer than half of customer questions on Facebook (infographic)

Study: brands don’t listen, answering fewer than half of customer questions on Facebook (infographic) | Keep the "serve" in customer service! | Scoop.it
Customer service is going social. Unfortunately, it's traveling on the slow boat to customer satisfaction. what a great opportunity to show you can shine by engaging in a true dialog with prospects, customers, vendors, etc. We will strive to thrive in these ways to strengthen our relationships with our key constituencies at Flash Purchase.

Via malek
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