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Branded Customer Service
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Customer Service, Customer Service trends, Customer Service Articles
Curated by
Trish Sadar
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By choosing social media over other communications channels, millions of customers have given voice to their concerns in what has become an increasingly public arena.
Businesses no longer ask whether they should respond to these issues or not, but how.
Social customer service is now a fully established requirement for customer support. However, many still find it hard to tease out the differences between social monitoring, social marketing and social customer service. Via Ivo Nový 
's comment September 12, 2013 5:15 AM
Correct !
Michelle Batt's curator insight,
September 13, 2013 10:01 AM
Think you're on top of the SoMe game? Can you name each of these icons?
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The Four Things to Stop Doing to Make the Customer Experience Better Via BirdEye, Understanding Recruitment
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Zappos is on a pedestal for a very good reason. There are very few companies who have built a brand upon amazing customer experience, and fewer still who have become as successful as Zappos.
Whilst they may be great to point to as a shining star, it’s easy to dismiss them as being too hard to reproduce when your product is software.
However,some software companies have followed the Zappos ethos, and achieved similar results. WooThemes are one example.
What follows is a guest post by Adii Pienaar, the author of Brandiing, co-founder of WooThemes, and now founder of PublicBeta, a learning platform for entrepreneurs by other (very) successful entrepreneurs.
Trish Sadar's insight:
Thank you for sharing this article!
Make it a great day!
CHEN SUN's curator insight,
August 4, 2013 11:27 PM
Brand is crucial to a product as well as to a service product. To build a brand on customer services may be more complicated than on real products. However they have a lot in common like brand wareness and brand identiy. Brand is actually the same thing for customers to recognize but in the core they are different products-services and real products. This article remind me the importance of building a brand on customer service with Zappos' example and it is also inspiring for my future study. 
Zongwu Chen's comment,
August 21, 2013 5:45 AM
If a brand can satisfy customers’ need and solve their problems by compelling content strategy root with company values. It will win customers’ loyalty and engaged community of advocates. And this article provides a blueprint include four steps. First, identify our brand and what are the things that important to us. Second, been motive communicate with our potential customers. Third, be patience and understand when dealing with customer emotions. Forth, when a customer get back to us, we should make he/she feels like this is a priority service.
Linda Huynh's comment,
August 22, 2013 4:22 PM
Reading this article it gave me that idea that selling a product, a brand is very important, as well as the service of the product. This article provides four steps that can help win a consumers loyalty to a brand and more engagement. Steps include the identity of the brand and the importance, communication with consumers, past and new, understanding consumers emotions and providing prompt service when consumers come back. Overall, branding is important for a customer to recognize a company/product in order for them to keep coming back.
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A CRM (Customer Relationship Management) tool
Trish Sadar's insight:
Excellent list of CRM tools to build strong relationships with your customers!
I use Infusionsoft:)
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Exceed patient expectations by minding what you measure.
Trish Sadar's insight:
This article talks about the top 6 areas to focus on: Focusing on six elements, their quality service model proposes some key questions to help translate the customer service experience you provide into one that's exceptional.2
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The powerful storm that blew through Central Florida last week left Wendi Rodríguez and nearly 40,000 other OUC customers without power, but her smartphone was fully charged. Instead of...
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From
www
You don't need a call center or a team of agents to provide the best customer service to your customers. All you need is a Twitter account and a cell phone.
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There are certain customer service skills that every employee must master if they are forward-facing with customers. Without them, you
Trish Sadar's insight:
Patience, body language, communication skills, and conflict resolution skills....a must!
It is good to start with an individual who has passion and enjoys helping people!
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Challenges in CRM aren't easy to meet. Customers have made it clear that they want faster customer service response customized for their individual needs.
Trish Sadar's insight:
It is so true that we as customers are becoming more and more demanding. We are educated consumers, and know how to do our research. We know we have choices, and we expect faster, better, and more responsive service. Not only that....we want it at the best value.
If we don't get it from one place, we will search and most certainly find another company who wants our business. Aren't we worth it? Of course.
On the flip side, in business we are working diligently to keep up with the demands of our customers. This article talks about some trends for us to leverage to provide improved service.
Please share with us if you have other trends and best practices with CRM that should be mentioned.
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What did you do the last time something broke? Did you pick up the phone and call customer service? Probably not. According to Forrester Research Inc., 70
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Most people go to Disneyland for the rides. Peter Hoffman is going there to learn how to sell rides. Hoffman, the owner of Sierra Chevrolet in Monrovia, and other Chevrolet dealers and their sales...
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2013 Customer Service Trends – Part 2 of 4
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'Does Your Customer Service Policy Support Your Brand Vision?' @B2Community http://t.co/KHK295RD5P Via BirdEye
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Customer service is tough in any industry. However, companies and organizations that produce incredible service to every customer have a clear competitive advan
Trish Sadar's insight:
Nice quotes!
What are some of your favorite customer service quotes?
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1to1 Media (blog) Service, Satisfaction, and the Social Customer Comment 1to1 Media (blog) Rather, by looking at an aggregate view of all customer feedback, including social media and online commentary, companies can get a robust view of what...
Trish Sadar's insight:
I agree that "Success does not lie in simply listening to customers; however by acting upon the feedback received by customers."
This article has useful advice, tips, and tools on how to do this effectively.
Make it a great day!
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We’re pleased to share the news that High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce by Micah Solomon and Harvesting Intangible Asset...
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What can you offer best to customers? To instill a positive perspective as regards customer care we require the right kind of confidence and the right amount of motivation to the team is essential; in this way you frame an attitude fo...
Trish Sadar's insight:
Excellent best practices!
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Consumers’ expectations about customer service change every year. It is important for customer service professionals to know where customer service is headed... (What can you expect for customer service in 2013?
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Catering to Your Customers: 15 Restaurant Website Best Practices
Trish Sadar's insight:
Interesting article -- discusses 15 best practices for websites for restaurants. Most of the best practices can also be applied to different industries as well.
Tell me what you think. Any other best practices that are missing?
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Sometimes you can better serve your customers by letting them serve themselves. Offering self-serve options saves time (for you and the customer) and money. (Is DIY customer service a viable option?
Trish Sadar's insight:
Alot of factors to be considered with DIY customer service. First, I completely agree with the article that you need to have a live person accessible with the DIY service. Also, the system needs to be user-friendly, simple, and customized to the needs and of the customer.
The response rate must be responsive to the levels of customer needs. So many times customers may feel that their requests go into a black hole.
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Guest post written by Ravi Shankar Ravi Shankar is VP of product marketing at Informatica. Ravi Shankar Retailers today are looking for ways to offset increasing competition, pricing pressure and operating costs.
Trish Sadar's insight:
Nice article with excellent tips!
My humble opinion is that we first need to determine what successful customer service looks like. Have we clearly articulates the service experience from start to finish? Do all employees have the same vision, and know how to deliver the experience?
Once you have the strong foundation set, then it is important that you identify the right measures. For example if your surveys are measuring customer satisfaction.....to me that is the wrong measure. Let me explain -- customer satisfaction simply means that you are meeting the minimum requirements. Is that the right measure for building customer loyalty and increases business? Will measuring customer satisfaction give you the complete sotry, and tell you if you are successful at delivering your service experience?
Please share your thoughts:)
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What makes up a good Customer Experience Journey Map? – A checklist http://t.co/YVDYEzpy #cx #cem #custexp #customerexperience Via BirdEye
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With tablet shipments projected to exceed 240 million units this year, you should consider these 7 apps to help your business engage with your customers.
Trish Sadar's insight:
If you are interested in learning about new apps for customer service, please read this article that discusses 7 popular ones.
If you are using any of these, please share your feedback with our readers.
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What makes great customer service? Listen more, talk less! And that's just my two cents!