Business, Customer Service, Technology
It’s time to talk about chatbots again. Last year I asked if chatbots would solve customer service. As companies, we want automation to take over simple tasks. But, as consumers, we want something else. We want seamless transactions and brand consistency. We can...
Customer Service, Social Media
Comcast received a lot of praise at one time for being an early adopter of Twitter for customer service. Really, people said nice things about the company. Look it up. If you took to Twitter, you could get “escalated” help. Otherwise? Good luck. We talk a...
Customer Service, Marketing/PR
A new report says that the future of retail is increasingly frictionless and personalized. Future of Retail 2016, by research firm PSFK Labs, identifies 10 factors that companies will want to put in place to build brand loyalty, engage with customers, and generate...
branding, Customer Service, Social Media
I thought the crispy bacon on the breakfast buffet would be the highlight of my day. I was wrong. There would be champagne. (More on that in a moment.) I spent three nights in three hotels recently as part of a road trip to southwest Florida for a conference. The...
Customer Service, Social Business, Social Media
Should you use Twitter for customer service? This is a question a lot of businesses wrestle with. Both whether to be there and how to use the platform wisely. As a customer, I typically use Twitter for three types of customer service situations: When a company’s...
