customer voice

Chicago Blackhawks beef up customer service with better fan feedback

March 28, 2010

The Chicago Blackhawks are all about customer service. Okay, maybe that’s not entirely true. No doubt they’re more excited about winning hockey games and getting a slot in the NHL playoffs. But they are on record as saying customer service is important to them. So important, in fact, they have beefed up their efforts to [...]

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Who’s Talking About YOUR Company?

March 8, 2010

About two-thirds of the times we write about a specific company, we get a comment or some sort of feedback from the company. Sometimes it’s an employee defending them. Sometimes it’s a PR person offering to help. Once in awhile it’s the CEO. No matter who responds, I’m always impressed. Because it means they’re listening [...]

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Social Media helps Dave Carroll tell his customer service story

February 5, 2010

In 2009, Dave Carroll (a professional musician from Nova Scotia, Canada) engaged a massive worldwide audience to share his customer service story about United Airlines. Using YouTube.com to deliver his message, he wrote and performed a song that has made an impact.  Some people estimate 100 million people saw his video. You see, United Airline [...]

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