Customer service Archives

9

April 17
2012

Posted in
Coupons
CRM
Customer service
Small Business

Many SMBs Clueless about Customer Service

Lots of business owners understand the relationship between good service, online reviews and word of mouth. In many cases they’re quick to address and fix a problem that arises. However there are still lots of small businesses that are . . . what you might call “clueless.” Here’s a personal case-in-point. Recently a “House of [...]

2

October 25
2011

Posted in
Brand and branding
Customer service

Netflix Now Vulnerable to Others

Netflix has screwed up bigtime and the company is paying for it — literally. Netflix announced Q3 results yesterday and revealed that it had lost more than 800K subscribers who quit in protest for its summer price hikes. Netflix stock was down 40% at one point this morning as institutional investors expressed skepticism about the [...]

10

July 22
2011

Posted in
Coupons
CRM
Customer service
Group buying

Deal to Expire, Local Biz Refuses to Honor

I just got a call from a friend asking for advice. His wife was trying to use a “mani-pedi” deal (purchased from LivingSocial). The deal expires at the end of the month and she attempted to schedule an appointment with the “spa.” No Room at the Spa The business told her there were no available [...]

3

July 12
2011

Posted in
CRM
Customer service
Local Search
Small Business
Social networks
Social search/community

Polly.IM Automates Twitter for SMBs

PaperG, which is behind the PaperG ad offering and PlaceLocal automated SMB display ad creation is announcing a new tool that helps SMBs confront the “Twitter firehose” in an automated way. The tool is Polly.IM: Here’s a quick description of how it works: Polly.IM monitors Twitter for mentions of the business, categorizes the tweet, and [...]

5

June 22
2011

Posted in
Brand and branding
CRM
Customer service
Social networks
Social search/community

Study: Only 3% to 8% of Facebook Fans Paying Attention

Brian Carter at Allfacebook offers some third party data that are pretty surprising and have some profound implications for Facebook marketing: “Among Facebook pages with a million likers or more, less than three percent of their fans are seeing their posts daily.” Assuming the data are accurate, the takeaway seems to be: the larger the [...]

4

March 3
2011

Posted in
CRM
Customer service
Hardware
Mobile

Sprint Delivered Some ‘Kick Ass’ Service

I’ve been complaining about VirginMobile customer service over the past several weeks, based on an ongoing problem with my daughter’s account. The company is a fully owned subsidiary of Sprint in the US. To make a long story short, I finally just directly emailed my complaint and blog posts to the VP of customer care for [...]

18

February 20
2011

Posted in
Customer service
Mobile
Social networks
Social search/community

VirginMobile’s Customer Service Reeks, My Complaints Starting to Rank

In the social media era you just can’t skimp on customer service. If you do it’ll come back to bite you in the search results. I won’t go into too much detail (and I promise not to do many more of these posts) but I’ve had yet another maddening and very negative customer service experience [...]