Tag
customer service
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Marketing / CommunicationsArticleOver 5 years old
Customer Service: Don’t Leave Your Members Hanging
American businesses are ignoring consumer queries on social networks, a study finds. Plus: Let’s make live-tweeting at events…
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Marketing / CommunicationsArticleOver 5 years old
Thursday Buzz: Facebook Wants to Reinvent Customer Service
With its new Businesses on Messenger strategy, Facebook wants to help replace annoying customer-service phone calls with less-annoying…
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Marketing / CommunicationsArticleOver 5 years old
Wednesday Buzz: First Impressions in Customer Service
When dealing with concerns, complaints, or questions, a new study highlights the importance of immediate resolution. Plus: a…
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Marketing / CommunicationsArticleOver 5 years old
Rules of Engagement: How to Host Live Web Chats
Key practices for member service via live web chats.
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Marketing / CommunicationsArticleOver 5 years old
Customer Service Broken? Your Technology Probably Is, Too
The cable and internet giant Comcast is in the middle of a major shift on customer service, after…
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Marketing / CommunicationsArticleOver 5 years old
Monday Buzz: Pushing Proactive Customer Service
When it comes to addressing members' concerns, why wait until people complain if you're aware of the problem?…
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Marketing / CommunicationsArticleOver 5 years old
Social Media Roundup: Lessons From a Customer Service Fail
A hotel learns the hard way that you can't strong-arm people out of posting negative Yelp reviews. Also:…
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Marketing / CommunicationsArticleOver 5 years old
Salesforce Brings Amazon’s Mayday Experience to the Enterprise
The company’s customer service platform, Service Cloud, is about to unleash an SOS button into the world of…
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MembershipArticleOver 5 years old
Tech Memo: Speedier Service With Toll-Free Texting
Toll-free texting could be the perfect customer service solution for your association.
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MembershipArticleOver 5 years old
Not Feeling the Cheer: Customer Rage on Rise, New Survey Says
In a new Arizona State University study, more than half of all respondents said they have dealt with…
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Marketing / CommunicationsArticleOver 5 years old
Lunchtime Links: Stop Member Complaints Before They Go Viral
Why everyone at your organization plays a role in customer service. Plus: a replacement for the old company…
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Marketing / CommunicationsArticleOver 5 years old
Social Media Roundup: A #Tech13 Look Back at the AMS
AMS's past, present and future, in preparation for tomorrow's #Tech13 conference. Plus: What a dairy store's can teach…
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Marketing / CommunicationsArticleOver 5 years old
Buffer’s Bounce-Back: Lessons From a Crisis Solved Smoothly
If you're a fan of the low-friction social scheduling app, you might have noticed a couple of spammy…
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Marketing / CommunicationsArticleOver 5 years old
Lunchtime Links: Communicate To Solve Member Complaints
Unearthing the root cause of your members’ complaints. Plus: Understanding who your givers are, and what they want…
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Marketing / CommunicationsArticleOver 5 years old
Survey: Response to Customers Too Slow in the Social Media Age
Today’s consumers—and association members—expect their questions to be answered, like, yesterday. But research shows that in email and…
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Meetings / EventsArticleOver 5 years old
Venue Staff Can Make (or Break) an Attendee’s Experience
A new report shows how venue staff can affect an attendee’s meeting experience, which is backed up by…
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MembershipArticleOver 5 years old
Social Media Roundup: The Golden Rule of Customer Service
"Your issue is not my problem." Come again? That's blasphemy to a member's ears and a big no-no…
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Marketing / CommunicationsArticleOver 5 years old
Merritt Wever: Make Your Big Moment Count
What last night's Emmy Awards can teach us about cracking under pressure. Also: lessons in design from Apple's…
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MembershipArticleOver 5 years old
Good Customer Service Can Surprise Your Customers
Good customer service can go a long way towards impressing your customers and ensuring that they stick around.
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MembershipArticleOver 5 years old
Happy Employees, Better Service
The attitude and energy required of concierge-level service make it a job that few are genuinely cut out…
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OperationsArticleOver 5 years old
Airline Quality Rating: High Marks, but Consumer Complaints Rising
Despite improvement by airlines in areas such as on-time arrivals and baggage handling last year, passenger complaints increased…
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Marketing / CommunicationsArticleOver 5 years old
Best Benefit Ever: Dispute Resolution
The Drycleaning & Laundry Institute's move to offer dispute resolution helps protect the reputations of members.
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Marketing / CommunicationsArticleOver 5 years old
Lunchtime Links: Beef Up Your Customer Service
A new study reveals the promise of real-time response to customer concerns. Also: Bill Gates' annual letter offers…
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MembershipArticleOver 5 years old
Report: Customer Service Trends to Watch in 2013
Technology advances and personal engagement are likely to influence how companies will enhance the customer experience this year,…
