We want our #CustServ Freedom!

Customer service can be a challenge for everyone. There are times when a leader is needed to step up and provide direction for teams providing service to Customers. Here are some of the ways the movie Braveheart taught us how to do just that… Malcolm Wallace: Your heart is free. Have the courage to follow…

Top 50 #CCTR Thought Leader

This week I was honored to be listed as one of the Top 50 Thought Leaders on Twitter by the International Customer Management Institute (ICMI). This is an exceptional personal recognition. The list includes giants in the Customer service industry like Marsha Collier and Shep Hyken, authors like Martin Hill-Wilson, and mentors like  Roy Atkinson. I have…

First Contact Resolution: Always possible?

I had the great pleasure of participating in a discussion with Justin Robbins on this topic, hosted by Erika Strother of ICMI. Here are some key take aways: Some industries that have strong privacy regulations are not always able to answer Customer concerns via public comments on social media. Banking and healthcare come to the top…

Proof #CustServ is the new Marketing

So, you think Social Media is just a fad that won’t catch on? You don’t believe Customer service is the new marketing? First, go read this by yours truly. Now, check out this commercial from Discount Tire. They are using both in their marketing campaign. Make sure you watch from the beginning, you might see someone…

Another Happy Place for #CustServ

It’s that time again! Another movie to teach us about Customer service. My friend Jeremy chose Happy Gilmore for us to explore. He’ s got Part One of our work hosted at Communicate Better Blog. I always have a blast blogging with Jeremy. I hope you reading it just as much as we did writing!…

Come with me if you want to #custserv

Some movies are iconic and have created their own myths about where the world and humanity is headed. The Terminator series certainly fits this category! Arnold Schwarzenegger presented a character that was terrifying to me when I first saw the original Terminator. He was physically huge and his acting was appropriately robotic. I bought into…

Houston, we have a #Custserv problem

In a way, the adventures of the Apollo 13 mission couldn’t have happened without a little Customer service. The crew were in a bit of a jam and had to rely on Mission Control to figure out the solution to their infamous problem. This time, I have my own Mission Control in the form of…