What signature things help your business stand out? Unexpected extras—called “lagniappe” in New Orleans—can help set you apart.
Few customer complaints are personal. Still, it’s human nature to feel attacked and react emotionally in these scenarios, especially when you’re actively trying to treat customers well. To keep your customer support team from responding with knee-jerk reactions, you need a system in place to handle negative feedback consistently, coherently, and objectively. This is the […]
Is Twitter trying to be the most important customer service channel? Twitter has announced the rollout of the long-rumored feature of being able to send people private messages via its direct messages capability, without them following one another. As you probably know, historically in order to send somebody a direct message in private on Twitter […]
Who needs praise and positive reviews? I’ll take a hater any day. Every customer complaint gives your business an opportunity, and the rising trend of haters on social media may uncover more opportunities than you’d think. I recently partnered with Edison Research to survey more than 2,000 Americans to determine why and how people complain about […]