Posts Tagged "customers"

whatyoucallcustomers-fb

What You Call Your Customers Is Important

Share this article: Since writing an article a little more than three months ago about questions to ask when designing a quality program, I’ve come to realize that I missed one. It started out as a footnote at the end...
Read More
onward-fb

What “Onward” by Howard Schultz Taught Me About Customer Experience

Share this article: I have several books staring at me, begging to be read — one of which is Onward by Howard Schultz, Executive Chairman at Starbucks. It would still be staring at me had it not been for the...
Read More
client-meeting

Outside In: Aligning Ourselves With Our Customers’ Obsessions

Share this article: I was recently going through some boxes in my garage and inevitably dug into the one that houses my baseball card collection. I have quite a few good ones but generally grew up in the era (the...
Read More
machine-learning

How Machine Learning Can Add Value to Customer Service Automation

Share this article: It wasn’t long ago that we hosted a webinar for our clients that focused on emerging messaging channels for customer service. The shiny new object in the room by far was SMS chatbots. This piqued the interest...
Read More
customer-service-love

6 (un)Romantic Ways to Love Customers

Share this article: This post originally appeared as a guest article written by Jeremy Watkin for ICMI. To view the original article, please go here. I’m a little ashamed to admit that my first Valentine’s Day with my wife, Alicia...
Read More
what-confuse

Customers Say the Darndest Things

Share this article: Photo Credit: Brian Moore via CC License, edit by Joe Goedereis Work in customer service long enough and eventually you’ll encounter a customer that says or does something that leaves you shrugging your shoulders and saying “I...
Read More
connect

A Practical Guide to Connecting with Customers

Share this article: Image Credit: Connect Me by Thomas Hawk via CC License I consider myself to be an amateur collector of viral customer service stories. My all-time favorite is “United Breaks Guitars,” in which United Airlines broke a customer’s...
Read More
brain-image

We Can All Be Thought Leaders

Share this article: This is a modified version of an article I wrote for a recent FCR internal newsletter. Having just been honored as a 2015 Thought Leader by ICMI, I thought it fitting to share my thoughts on what...
Read More
Photo Credit: Jeremy Watkin

Are We Creating Entitled Customers?

Share this article: Photo Credit: Jeremy Watkin Last month I wrote a series of posts titled “Extraordinary Service We Don’t Deserve” and praised several companies for their efforts to compensate for something that was clearly the fault of the customer....
Read More
customer-service-porta

Customer Service Is Like A Port-O-Potty

Share this article: During my first week on the job at FCR, I participated in a number of meetings to get to know my colleagues and the clients we serve. Many of the details of those discussions are foggy, however...
Read More