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5 Top Customer Service Articles For the Week of March 24, 2014 
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I transferred stores twice, and though I wouldn't recognize it until later, there was already something uniquely banal about my interactions with the customers at Starbucks. The robotic and infinitely scaleable details, our ...
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The unprofessional behavior of employees in customer service is one of the major factors that affect the image of a company in the eyes of consumers. No matter how good the quality of products of a retail store is, if its ...
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Business management magazine, blogs, case studies, articles, books, and webinars from Harvard Business Review, addressing today's topics and challenges in business management.
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Find tools and recommendations to turn your Facebook Page into a social customer service powerhouse for your customers and make you a customer-service superhero.
James Schreier's insight:
Now, here's an interesting connection...
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Neil Penny outlines practical advice and his top tips for a successful approach to boosting your customer service programs using gamification.
James Schreier's insight:
I love the "trend" of gamification -- in part because I've been using doing it and using it in training for decades.
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Chip Bell shares five simple Strategies on showing customers love this Valentine’s Day as well as throughout the year.
James Schreier's insight:
Part of this is just acknowledging that Chip Bell has a great track record of understanding Customer Service.
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Feedback represents the average customer’s desire to have their voice heard so their views may enact change within an organization.
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The Age of the Customer is the title and the focus of Jim Blasingame’s new book. I like the tagline even more — Prepare For The Moment of Relevance.
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Past predictions of future customer experiences: The technological advances we as consumers now take for granted were once nothing but outlandish ideas.
James Schreier's insight:
This has to be posted just because of the title -- but it contains some very good observations that point to the relevance of monitoring trends, innovations, and paradigms shifts to seeing "what's coming."
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We all heard the story of the data breach at Target Stores during the holiday shopping season. I’m sure many of you, like me, used a credit or debit card at Target during that time. So simply state...
James Schreier's insight:
Oh, the challenges we face these days....
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Here are a few tips for connecting with your customers online, whether you're a brick-and-mortar biz owner, an established online consultant.
James Schreier's insight:
Actually pretty basic - but good points!
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Welcome to 1to1 Media's infographics where we bring data visualization to the latest statistics around our monthly feature themes. Look out for a new infographic each month.
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However, it helps to think of these new ways of communicating with customers as channels, just like the others you are already using in your contact centre. You wouldn't set up a new customer service phone line and then sit ...
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James Schreier's insight:
#3 is "Big Data Meets Customer Experience" An important connection!
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Entrepreneur
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A recent New York Times article shared people's worst customer service stories and why firms need to stress customer service training.
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Most businesses underestimate how hard it is to change people’s behavior. There is an assumption built into most marketing and advertising campaigns that if a business can just get your attention, give you a crucial piece of information about...
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Martin Scovell investigates customer experience from the inside, and identifies three steps that will transform your organization..
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Smart companies recognize that both their marketing and their broader business strategy need to be informed by carefully gathered customer insight.
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My colleague John Dalton and I recently published a report outlining our major predictions for customer experience in the coming year.
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I was in the retail store of a well-known computer company. Working with a store associate I quickly found what I was looking for. When I asked the young man helping me where to pay for my purchase...
James Schreier's insight:
Powerful example -- even better is the challenge to look at policies and procedures and seriously examine the implications they have on customer perceptions of your business.
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Business leaders are trying to find ways to connect individual customers’ different interactions and create a single customer social profile.
James Schreier's insight:
The implications of the continuing growth of social media and customer service issues requires organizations to be constantly monitoring the changing trends.
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James Schreier's insight:
Online shoppers love seeing images of products, but when the number of choices is high, visuals become confusing and presentation of the options in text form helps consumers make better decisions, say Claudia Townsend of the University of Miami and Barbara E. Kahn of The Wharton School. A high number of visual options can also prompt consumers to give up trying to choose: Asked to select among 27 types of crackers, participants in an experiment were 5 times more likely to pick “none of the above” if the choices were presented visually rather than in words. Text prompts a slower, more systematic mental-processing style, the researchers say.
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5 Guys does such an amazing thing, such a cool little business trick, that I didn’t catch on until I really thought about it recently.
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Here are five key posts in one -- good articles!