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Don’t communicate. Conversate.

May 23, 2011

Our friends at Dictionary.com define the word communicate this way: To impart knowledge of; make known:  to communicate information This is something companies are very good at. They should be. Big companies have entire departments dedicated to communicating. They “impart information” and make their messages known on a grand scale. For decades, big business (and small business too) has spentvast amounts [...]

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Mitch Joel explains Web 2.0 (and why it matters)

November 5, 2010

Mitch Joel hates it when you say “Web 2.0“. I know. He told me. Okay, he didn’t actually tell me in person as in, we’re having coffee at Starbucks and he said, “by the way Kevin…” I was listening to a webinar Mitch did earlier this year. He was talking mostly about Web 2.0 and [...]

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Social media tools to save you time

October 19, 2010

If you use social media to connect with your customers you probably have a similar lament as many of us. It takes a lot of time! But it’s important so we do it. The good news is, using social media platforms to engage your customers gets easier every day. And today, my friend, Paul Chaney, [...]

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Is social media driving Shamrock Shake surge?

March 17, 2010

In 2006, while writing an article for AllBusiness.com, I discovered Google had about 39,000 listings for the search: “Shamrock Shake”.  Today, the same search throws us 877,000 possibilities. That’s like the city of Muskogee, Oklahoma, growing to the size of Detroit in four years. There are over 200 videos about these fun, minty shakes. Roughly [...]

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Social media elevates the power of Nice

March 17, 2010

Today, Erik Qualman, at ClickZ, published his proposed list of social media thought leaders. It lays out his plan to create a crowd-sourced ranking of the most influential people in social media today. As I scanned the list of 32 contenders many of the names were familiar. Some more familiar than others. I counted at [...]

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Tiny shop uses Twitter to connect to one customer at a time

March 10, 2010

Often my conversations with people make me think we’re facing a growing technology divide. One group of my friends and colleagues are actively online and, for the most part, use social media like Twitter, FaceBook and LinkedIn. But others stare at me like I’m speaking in tongues when I talk about using these social media [...]

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Better customer service means staying in the game

December 23, 2009

Too often when a company (or person) fails at customer service, they run from the failure. They never return to the “scene of the crime”. I understand why. Most of us would rather move on to future successes than be reminded of past failures. But the best customer service companies take their failures head on. [...]

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Do what your marketing says you will

December 8, 2009

Here is your Daily Dose of Amazing Service: Do what your marketing says you will And here are some additional thoughts on this topic… A few weeks ago I traded in my old iPod for the new Touch 3G.  To keep it clean and like new, I bought a case for it from a company [...]

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Social media rescues customers before company does

December 3, 2009

Yesterday evening my anti-virus software went crazy. It started finding viruses all over my netbook. After several hours of banging my head against our kitchen table, with no success in cleaning up the problem, I turned to my good friend Google for help. There I discovered (to my great relief) that there was no virus [...]

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More Amazing Service Talk Radio

August 13, 2009

This Saturday I’ll be on the radio again with my favorite hosts Mark Kozlak and Ann Hermes. The show will air on Saturday August 15 from 9:00 to 9:30 am. If you’re in the St. Paul area you can listen on KLBB 1220 AM. Otherwise you can listen live online at their website: KLBBRadio.com. (Click [...]

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Who Uses Twitter for Customer Service?

July 27, 2009

More and more companies are using social media tools, like Twitter, to engage and serve their customers better. And Twitter is encouraging this with their recently published guide: Twitter 101 which has helpful ideas on how businesses can use Twitter better. Over at TweetMyCustomer.com, I’m updating my recent list of companies that use Twitter. Of [...]

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Customer Service Carnivale: June 22, 2009

June 22, 2009

Welcome to the June 22 edition of the Customer Service Carnivale. This week we have contributions from across the globe with ideas and suggestions to help you improve your customer service. We start with Shaun Sayers at Capable People. Shaun asks what has happened to great customer service as he shares some of his recent [...]

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Top 10 Social Media Brand Segments

June 4, 2009

Social media products and websites continue to gain popularity in use and value in connecting people. Almost daily they become more powerful tools for many organizations to engage their customers better. So more and more companies are using social media because they know their customers are too. In fact that’s often the first reason companies [...]

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Using Twitter for Customer Service: 6 Reasons to Consider it in Your Business

May 28, 2009

Twitter keeps getting more popular, more useful and more valuable to companies. It is becoming a rock star in the world of customer engagement tools. But many people are skeptical, or at least unsure. Is it mostly hype? Will it fade away? Or is it a serious tool I should be using in my business? [...]

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Do Your Favorite Companies Use Twitter for Customer Service?

May 26, 2009

One of the most powerful uses of Twitter is it’s ability to help businesses organizations and their customers connect. Other social media do this well. But none has shown the quick and strong impact in customer service as Twitter has. So I am busy talking to people whose organizations use Twitter for customer service. And, [...]

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Do Your Customers Use Twitter? (How to Find Out)

May 18, 2009

With all the buzz about Twitter as a customer service tool and many well known companies diving in, you might be asking yourself, should your company use Twitter to connect with your customers. There are a number of things to consider as you answer this question but the most important (by far) is “are your [...]

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