What Can You Do For Customers To Help Rebuild Loyalty?

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#custserv
2013-06-26 to 2013-06-26 812 Twitter search results Time 2013-06-26 1:00 am 2013-06-26 1:00 am 2013-06-26 1:00 am 2013-06-26 1:00 am 2013-06-26 1:00 am 2013-06-26 1:00 am 2013-06-26 1:00 am 2013-06-26 1:00 am 2013-06-26 1:00 am 2013-06-26 1:00 am 2013-06-26 1:01 am 2013-06-26 1:01 am 2013-06-26 1:01 am 2013-06-26 1:01 am 2013-06-26 1:01 am 2013-06-26 1:01 am 2013-06-26 1:01 am 2013-06-26 1:02 am 2013-06-26 1:02 am 2013-06-26 1:02 am 2013-06-26 1:02 am 2013-06-26 1:02 am 2013-06-26 1:02 am 2013-06-26 1:03 am 2013-06-26 1:03 am User Desk TeresaAllen AlHopper_ eStreamDesk CustServGreeter GregOrtbach CustServGreeter CustServGreeter zacharyjeans AlHopper_ CustServGreeter AlHopper_ GregOrtbach CustServGreeter MarshaCollier AlHopper_ CustServGreeter MarshaCollier LovelyLu SJAbbott CustServGreeter GregOrtbach AlHopper_ tburgess57 complexified 100 contributors 331 retweets 0 @replies 0 links Tweet Want to know how to get customer reviews? Just ask! http://t.co/zFkmCE2gvR #custserv RT @FlareDesignAU @greg_levin: 93% of customers would be more satisfied with #custserv if they were offered their channel choice. RT @TeresaAllen: Hello all!n #custserv A little less conversation, a little more action please http://t.co/XO3qDJSYbe n#custserv #cex #ccx #trend #best #estream Starts NOW: "What can you do for customers to help rebuild loyalty?" #custserv Great to see you Al. How goes it? RT @AlHopper_: Howdy, Greg @GregOrtbach and Roy @CustServGreeter #custserv @BethGrangerSays @tburgess57 @PamMktgNut Welcome to the #custserv stream! Hi, Theresa! RT @TeresaAllen: Hello all! #custserv @CustServGreeter @AlHopper_ Greetings gentlemen. #custserv @GregOrtbach It's going... #custserv @IamOkema Thank you!! :) #custserv @zacharyjeans hiya Zach! #custserv Right here, right now. :D #custserv RT @YKatja: @GregOrtbach Greg tell me in how many hours it starts? Your Zachness! RT @zacharyjeans: @CustServGreeter @AlHopper_ Greetings gentlemen. #custserv Good evening everyone! Working on Twubs tonight #custserv Hello, milady RT @MarshaCollier: Good evening everyone! Working on Twubs tonight #custserv #custserv Heeeere's Marsha! :) RT @MarshaCollier: Good evening everyone! Working on Twubs tonight #custserv Please feel free to chime into the #custserv chat - don't forget the hashtag! Good evening all!!! #custserv Hello #custserv community. How is everyone this evening? RT @MarshaCollier: Please feel free to chime into the #custserv chat - don't forget the hashtag! Louise!!! RT @LovelyLu: Good evening all!!! #custserv So very important! RT @MarshaCollier: Please feel free to chime into the #custserv chat - don't forget the hashtag! #custserv @HollyChessman RT @BethGrangerSays: RT @tburgess57: don't forget #custserv #rbchat and #bloggab #linkedinchat #custserv greetings all. Bruce here in NJ. Breakthrough svc
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improvement at USDOL. 5-X Svc trng in nat'l tranist ind & more. CustServGreeter Wonderful - and you? RT @SJAbbott: Hello #custserv community. How is everyone this evening? MarshaCollier Tonight's #custserv chat will be archived with the past 76 here http://t.co/Su7sGyC3bb CustServGreeter @complexified Hello, Bruce! #custserv AlHopper_ RT @MarshaCollier Tonight's #custserv chat will be archived with the past 76 here http://t.co/CA1rXOvbi8 MarshaCollier Please post links, news, deals and promotions during the LAST 5 minutes of #custserv chat. We strip all spam to keep pristine archives ImMarkBernhardt Greetings, all! #custserv CustServGreeter @tburgess57 Hi Todd -welcome back.#custserv LovelyLu @GregOrtbach Greg!!! How are you sweets? #custserv CustServGreeter Hello, Mark! RT @ImMarkBernhardt: Greetings, all! #custserv tburgess57 Hello great people of #custserv . I just want to thank you in advance for enlightening me AlHopper_ @ImMarkBernhardt Hello Mark! How goes it? #custserv eisconsulting Great evening peoples! :) #custserv CustServGreeter @LovelyLu Hi there, Lu! #custserv BH_Social Hey everybody - I trust a good week since last chat? #custserv LovelyLu @custservgreeter Hiya Handsome ;-) #CustServ CustServGreeter Hello and welcome! RT @eisconsulting: Great evening peoples! :) #custserv KateNasser Glad to be here at least for awhile tonight. Hi all. #custserv GregOrtbach Great - and you? :D RT @LovelyLu: @GregOrtbach Greg!!! How are you sweets? #custserv CustServGreeter Outstanding, sir! :) RT @BH_Social: Hey everybody - I trust a good week since last chat? #custserv tburgess57 @CustServGreeter good to be back #custserv GregOrtbach And we're glad to have you! RT @KateNasser: Glad to be here at least for awhile tonight. Hi all. #custserv MarshaCollier Time to get rolling, right @custservgreeter? "What can you do for customers to help rebuild loyalty?" #custserv CustServGreeter Hi, Kate! RT @KateNasser: Glad to be here at least for awhile tonight. Hi all. #custserv PR_Maven .@KrystalS I say anything over 4 hours during a working business day is too long. Monitoring social is important. #custserv #mktgactionchat eisconsulting RT @KateNasser Glad to be here at least for awhile tonight. Hi all. #custserv ~ Hey there. Great to see you SJAbbott @CustServGreeter Awesome. Happy to be chatting following a hiatus. #custserv AlHopper_ @BH_Social it's been an interesting one, and yours? #custserv CustServGreeter RT @MarshaCollier: Time to get rolling, right @custservgreeter? "What can you do for customers to help rebuild loyalty?" #custserv peoplefw RT @KatrinaMoody: @fondalo I believe in shouting from the rooftops when #custserv rocks - drives my neighbors crazy *grin* @peoplefw ImMarkBernhardt Hello, hello! @CustServGreeter @AlHopper_ #custserv rjamestaylor RT @MarshaCollier: Time to get rolling, right @custservgreeter? "What can you do for customers to help rebuild loyalty?" #custserv CustServGreeter @MarshaCollier Roll on! :) #custserv
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zacharyjeans
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My promise: I will not tweet links or pictures until the last 5 minutes of #custserv. CustServGreeter RT @zacharyjeans: My promise: I will not tweet links or pictures until the last 5 minutes of #custserv. MarshaCollier Q1: Do you ever give "a little something" (some call it a "lagniappe") to a customer who is unhappy? #custserv VickieMacFadden Good Tuesday evening crew! #custserv elizabethtraub Hey guys tweeting live from downtown #pdx w/ideabloke & @zacheryjeans RT @CustServGreeter: @tburgess57 Todd -welcome back.#custserv KateNasser @eisconsulting Gr8 to see you too! #custserv CustServGreeter RT @MarshaCollier: Q1: Do you ever give "a little something" (some call it a "lagniappe") to a customer who is unhappy? #custserv AlHopper_ we'll see ;0p RT @zacharyjeans: My promise: I will not tweet links or pictures until the last 5 minutes of #custserv. #custserv complexified Hello Roy, and all! RT @CustServGreeter @complexified Hello, Bruce! #custserv GregOrtbach RT @MarshaCollier: Q1: Do you ever give "a little something" (some call it a "lagniappe") to a customer who is unhappy? #custserv . CustServGreeter @VickieMacFadden Hi, Vickie! #custserv eisconsulting RT @KateNasser @eisconsulting Gr8 to see you too! #custserv ~ :-) AlHopper_ RT @MarshaCollier: Q1: Do you ever give "a little something" (some call it a "lagniappe") to a customer who is unhappy? #custserv #custserv KateNasser RT @MarshaCollier: Time to get rolling, right @custservgreeter? "What can you do for customers to help rebuild loyalty?" #custserv BH_Social @AlHopper_ The joys of new parenting combined with great biz dev. Hope much of the same for you #custserv TeresaAllen The Louisiana lady has to reply to the lagniappe question - 'a little something extra' never hurts! #custserv CustServGreeter @elizabethtraub And hello to downtown! <waves> #custserv drnatalie @KrystalS @PR_Maven I was on my way to London 2 give a speech on #custserv & my plane was late... #MktgActionChat VickieMacFadden We do give something extra to unhappy customers! But we also give something extra to the happy ones, too! #custserv KateNasser Entering chat .. pls. excuse hi vol tweets! #custserv MarshaCollier I "give a little something" to almost all customers: RESPECT & GRATITUDE. I also often include a small gift with orders #custserv LovelyLu A1 I have to say I always try to give a little sumptin sumptin if it means turning an unhappy cust into a happy one. #custserv AlHopper_ A1 Sure. It helps personalize the service and can brighten a Customer's day. Might even earn a Customer for life #custserv homejobsusa1 RT @MarshaCollier: Tonight's #custserv chat will be archived with the past 76 here http://t.co/Su7sGyC3bb MarshaCollier #custserv RT @rascality: @MarshaCollier think in terms of ROI the smartest move any employee can make :) changeguerilla A1: Done it but can backfire. it can seem like a fob-off. #custserv LovelyLu A1 Usually it is a smile and a sympathetic ear. Rarely does it end up being a product, but I will do that too if necessary. #custserv BarryBirkett Nice! RT @vickiemacfadden: We do give something extra to unhappy
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customers! ... also give something extra to the happy ones, too! #custserv GregOrtbach Interesting point. RT @changeguerilla: A1: Done it but can backfire. it can seem like a fob-off. #custserv BH_Social A1 Customer dsat should be met w/something extra, even if that's just additional follow-up, improved response time #custserv CustServGreeter @changeguerilla Hi, Andy! Welcome. #custserv AlHopper_ @BH_Social ah, i remember those days. I'm enjoying the middle years of parenting... #custserv MarshaCollier BOOM! RT @LovelyLu A1 I always try to give a little sumptin sumptin if it means turning an unhappy cust into a happy one. #custserv drnatalie @KrystalS @PR_Maven @DeltaAssist was listening and got me on the plane and I talked bout how gr8 their #custserv was ! #MktgActionChat ImMarkBernhardt Good practice MT @VickieMacFadden We do give something extra to unhappy customers! [And] to the happy ones, too! #custserv KateNasser Build the emotional bank account early w/ solid reputation of integrity. There when you need it! #custserv elizabethtraub Yes and exactly. RT @MarshaCollier: #custserv RT @rascality: @MarshaCollier think in terms of ROI the smartest move any employee can make :) zacharyjeans RT @MarshaCollier: Q1: Do you ever give "a little something" (some call it a "lagniappe") to a customer who is unhappy? #custserv MarshaCollier @changeguerilla What's a fob-off? #custserv mjayliebs A1: Customers not looking for extra, looking to have expectations met #custserv eisconsulting Giving something special to unhappy customers can sometimes ease the pain from the previous blow. #custserv CustServGreeter Is @MarshaCollier channeling @Hyken's Batman technique tonight? nananananana.. #custserv tburgess57 @elizabethtraub @zacheryjeans @CustServGreeter so great to see you. How are the festivities? #custserv TeresaAllen The right words can rebuild loyalt. Insur co today 'Your experience wasn't what was expected... I apologize for that' #custserv DTORourke RT @KateNasser: Build the emotional bank account early w/ solid reputation of integrity. There when you need it! #custserv VickieMacFadden You have a choice when things go bad: do the bare minimum or go the extra mile...where there's never a traffic jam! #custserv AlHopper_ what if the client is just having a bad day, not due to your service? #custserv SJAbbott A1 If they're unhappy because you missed something in the service, then "a little extra" is just balancing the equation. #custserv LovelyLu @gregortbach I'm doing super these days! #CustServ GregOrtbach Q2: If you have customer service reps, do they make the decision to give something, or does someone else? #custserv CustServGreeter Just joined the chat? Topic is: "What can you do for customers to help rebuild loyalty?" #custserv eisconsulting Many customers aren't looking for extra, their looking for their anticipated product/service. They want the broken trust amended. #custserv
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MarshaCollier CustServGreeter
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rlconrad7 elizabethtraub AlHopper_
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complexified MarshaCollier
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KateNasser changeguerilla TeresaAllen MarshaCollier
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MarshaCollier eisconsulting bettervideo mjayliebs GregOrtbach CustServGreeter KateNasser
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KateNasser elizabethtraub LovelyLu
#custserv "fob-off" RT @changeguerilla: @MarshaCollier Sorry a britishism! Means doing something to make them go away. RT @GregOrtbach: Q2: If you have customer service reps, do they make the decision to give something, or does someone else? #custserv 4 Tips Toward Overcoming Bad Customer Service http://t.co/7kZObkvUVa #custserv #custexp RT @flavmartins @tburgess57 love our chatting forums. #custserv RT @GregOrtbach: Q2:If you have customer service reps, do they make the decision to give something, or does some1 else? #custserv #custserv #custserv A1: a delicate balance. Are you raising expectationsfor no good reason, or influencing thought/behavior to desired state? #custserv RT @gnownad A1: as brands, our responsibility to customers is to delight them. Goodies and merch always helps with this! But exceeding expectations can be memorable RT @mjayliebs: A1: Customers not looking for extra, looking to have expectations met #custserv Always give your deepest care to make customer happy. Doesn't matter if it wasn't "your fault". Loyalty! #custserv @IamOkema @MarshaCollier Fob-off is something done to make someone go away without dealing with them. #custserv A1 Some just want acknowledgement that you messed up #custserv RT @GregOrtbach Q2: If you have customer service reps, do they make the decision to give something, or does someone else? #custserv RT @VickieMacFadden You have choice when things go bad: do bare minimum or go the extra mile...where there's never a traffic jam! #custserv @TeresaAllen True story! #custserv A li'l something extra will entice some customers to give you a second chance when they're strongly considering walking away. #custserv A1 Exceed their #custserv expectations while fixing the problem. THAT'S a BIG little something everyone can appreciate. Loyalty cannot be rebuilt, trust can be, over time, in turn loyalty is an outcome of trust #custserv A2: I encourage my team to do what feels right as far as extras. I love it when they 'sell me' on this. #custserv And not always east to get it, either. RT @TeresaAllen: A1 Some just want acknowledgement that you messed up #custserv RT GregOrtbach: Q2: If you have customer service reps, do they make the decision to give something, or does someone else? #custserv Empower or lose to the competition. Why should customer have to wait? #custserv Yes RT @DTORourke: Build the emotional bank account early w/ solid reputation of integrity. There when you need it! #custserv A2. There is a certain amount of authority they have so they can make decisions on the spot. We try not to make cust wait. #custserv
complexified AlHopper_ flavmartins flavmartins CustServGreeter seventhman TeresaAllen eisconsulting
ideabloke zacharyjeans elizabethtraub mjayliebs CustServGreeter SJAbbott GregOrtbach BarryBirkett
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BH_Social GregOrtbach KateNasser MarshaCollier CustServGreeter mjayliebs monetsgarden TurkShaman jasondrake
#custserv A2: ideally train and trust front line svc reps to handle decisions. Even on small giving to the unhappy. @IamOkema I totally agree. Every Customer is different & wants to be treated that way: as if they are the only 1 that matters #custserv Launching a Business Website Using WordPress http://t.co/CLikc8v7u5n #custserv #custexp 8 Key Statistics for Technology in Customer Experience http://t.co/h3PBwtncJRn #custserv #custexp RT @KateNasser: Empower or lose to the competition. Why should customer have to wait? #custserv @CustServGreeter Hey thanks! Just about to join.. and good evening to all! #custserv A2 Customers talk to each other so consistency with originality key #custserv Going above and beyond (exceeding expectations) is often what separates the one-time customer from the long-term customer. #custserv A2: I appreciate companies who empower their EE's to a certain degree, then escalate if need be. #custserv A2 If companies trust their reps, let them give a little. It makes both the employee and the client feel good. #custserv Smile and give'em the pickle.. RT @AlHopper_: what if the client is just having a bad day, not due to your service? #custserv Exceeding expectations is an answer too often used, means expectations too low at the start #custserv @seventhman Welcome back! #custserv A2 Empower front line to act. Give them tools and trust them. Always. #custserv Very good point Teresa. RT @TeresaAllen: A2 Customers talk to each other so consistency with originality key #custserv Many want problem fixed & admitting fault can be surprise bonus RT @teresaallen: Some just want acknowledgement that you messed up #custserv A2 Hopefully your brand has policies in place taking the guesswork out of when incentives should be offered #custserv @BarryBirkett Hey stranger! It's great to see you Barry. #custserv Every moment the customer is wondering "are they for me" or "for themselves". What do ur actions say? #custserv A2 Giving the #custserv rep the ability to decide about gifts to customers - it empowers them to do a better job @BH_Social And, we'll find out soon about those policies. :) #custserv @BarryBirkett But what about next time, the bar has been reset #custserv RT @KateNasser: Always give your deepest care to make customer happy. Doesn't matter if it wasn't "your fault". Loyalty! #custserv RT @KateNasser: Every moment the customer is wondering "are they for me" or "for themselves". What do ur actions say? #custserv RT @KateNasser: Every moment the customer is wondering "are they for me" or "for themselves". What do ur actions say? #custserv
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FlyingPhotog
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A1: Rude, irate customers are unlikely to get anything extra. That's for sure! #custserv tburgess57 @elizabethtraub so much good info #custserv GregOrtbach @changeguerilla Wow! Pre-meditated or self-fulfilled prophecy? #custserv :) Pat_Cluett RT @GregOrtbach: Q2: If you have customer service reps, do they make the decision to give something, or does someone else? #custserv ideabloke This --> RT @MarshaCollier A2 Giving the #custserv rep the ability to decide about gifts to customers - it empowers them to do a better job CustServGreeter @FlyingPhotog Hello, Paul! #custserv ABHuret Twitteratti: Forgive the increased tweet volume during the next hour: #CustServ KateNasser RT @eisconsulting Going above and beyond (exceeding expectations) is often what separates one-time customer fr long-term customer. #custserv ImMarkBernhardt #custserv A2 | Our employees may give some extra time. Something else likely would involve management decision/offer. elizabethtraub Bob Ferrell long time business leader in #pdx said, " always giveem the pickle for free". #custserv .....something more than expected. CustServGreeter @ideabloke Hi, Randy! Welcome. #custserv BarryBirkett @gregortbach: Been a while, Greg. Hope you're doing great! #custserv Pat_Cluett @GregOrtbach #custserv A2: the front line must be empowered to make a decision and give something AlHopper_ A2 Giving the front line some leeway allows them to personalize the engagement and adds WOW #custserv CustServGreeter Welcome! :) RT @ABHuret: Twitteratti: Forgive the increased tweet volume during the next hour: #CustServ GregOrtbach @ABHuret Looking forward to some high metabolism calorie burning #custserv from you :D MarshaCollier @ideabloke Thanks sir #custserv VickieMacFadden #custserv CustServGreeter RT @AlHopper_: A2 Giving the front line some leeway allows them to personalize the engagement and adds WOW #custserv ideabloke Howdy, Roy! RT @CustServGreeter @ideabloke Hi, Randy! Welcome. #custserv seventhman RT @MarshaCollier A2 Giving the #custserv rep the ability to decide about gifts to customers - it empowers them to do a better job Pat_Cluett RT @MarshaCollier: Q1: Do you ever give "a little something" (some call it a "lagniappe") to a customer who is unhappy? #custserv elizabethtraub @tburgess57 we are eating, drinking, chatting and tweeting. #custserv @ideabloke@zacheryjeans VickieMacFadden Doesn't the RitzCarlton have a max amount all employees are allowed to spend to fix a problem? #custserv CustServGreeter @Pat_Cluett Hello, Pat! Welcome back. :) #custserv ABHuret Yup! RT @zacharyjeans A2 If companies trust their reps, let them give a little. It makes both the employee & client feel good. #custserv ideabloke Good to see you back, Marsha! RT @MarshaCollier @ideabloke Thanks sir #custserv
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Yep. RT @VickieMacFadden: Doesn't the RitzCarlton have a max amount all employees are allowed to spend to fix a problem? #custserv LovelyLu A2 With proper training you can give your reps tiers of giveaways and leeway to distribute. #custserv ABHuret @GregOrtbach I'm on fire ; ) #CustServ KateNasser RT @CustServGreeter RT @AlHopper_: A2 Giving the front line some leeway allows them to personalize the engagement and adds WOW #custserv GregOrtbach Trust your reps to maintain your REP. #custserv AlHopper_ @VickieMacFadden If I remember right, it's something like $2k? #custserv XAidica .@yoplait has great #custserv and is quick at replying -- which is why i still buy their products! #mktgactionchat MarshaCollier @ABHuret You are ALWAYS on fire #custserv ideabloke RT @elizabethtraub @tburgess57 we are eating, drinking, chatting and tweeting. #custserv @ideabloke @zacharyjeans Pat_Cluett @GregOrtbach @MarshaCollier #custserv A1: I have too and yes this can backfire because then they expect a 'little' each time they complain SJAbbott This. RT @AlHopper_: A2 Giving the front line some leeway allows them to personalize the engagement and adds WOW #custserv terrimaini \\u201c@MarshaCollier: @GregOrtbach reps should be empowered to make decisions to resolve cust contacts #custserv and not need to escalate ABHuret FACT! RT @mjayliebs Exceeding expectations is an answer too often used, means expectations too low at the start #custserv VickieMacFadden @AlHopper_ and it's all employees I think. #custserv ImMarkBernhardt And a workout playlist... RT @GregOrtbach: @ABHuret Looking forward to some high metabolism calorie burning #custserv from you :D MarshaCollier @IamOkema That's the way - uncomplicate things! #custserv AlHopper_ RT @GregOrtbach Trust your reps to maintain your REP. #custserv GregOrtbach @terrimaini Excellent point Terri. @MarshaCollier #custserv CustServGreeter @terrimaini Hi, Terri! Thanks for stopping into the chat! #custserv MarshaCollier Q3: What are some options to entice customers to stay with your business (over & above excellent service)? #custserv GregOrtbach RT @MarshaCollier: Q3: What are some options to entice customers to stay with your business (over & above excellent service)? #custserv elizabethtraub @GregOrtbach a2. They have freedoms to make this decision. Prepare your staff. #custserv AlHopper_ @VickieMacFadden from what i remember, yes, everyone employee #custserv LovelyLu That's always the ideal. We rarely have to resort to giveaways, but its nice to have if necessary. @IamOkeman #custserv tburgess57 @FlyingPhotog quite the opposite. Sometimes they are given stuff to make them "go away" #custserv BarryBirkett @mjayliebs I am more worried about why there are "next times" than about setting bar too high. Pleasing might help avoid next one.
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seventhman MarshaCollier AlHopper_ gnownad gnownad
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KateNasser CustServGreeter
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ABHuret LovelyLu zacharyjeans
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peoplefw eisconsulting seventhman CustServGreeter changeguerilla mjayliebs CustServGreeter
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AlHopper_ MarshaCollier tburgess57 CustServGreeter GregOrtbach TeresaAllen zacharyjeans
#custserv On Q2 While gifts are great for retention, it's not a permanent fix & some customers dont appreciate it #custserv @elizabethtraub Exactly empower #custserv reps RT Q3: What are some options to entice customers to stay with your business (over & above excellent service)? #custserv #custserv A2 Analogy: would you give a mason a chisel and hammer to do their job? #custserv A2: a huge part of management is trust. If you\\u2019ve got awesomely trained #custserv agents, I see no reason not to empower them! RT @MarshaCollier Q3: What are some options to entice customers to stay w ur business (over & above excellent service)? #custserv RT @MarshaCollier: Q3: What are some options to entice customers to stay with your business (over & above excellent service)? #custserv @MarshaCollier <--- #MutualAdmirationSociety : ) #CustServ A3 We always offer extended service, or change in product rather than to lose them altogether. #custserv RT @AlHopper_: RT Q3: What are some options to entice customers to stay with your business (over & above excellent service)? #custserv \\u2026 @thatgirlcrystal hey lovely Crystal! thanks, i may go over there and try on TweetDeck. but right now, #getrealchat and #custserv are HOT! :) Employees have to be empowered to make decisions. You diminish their perceived worth to the org otherwise. #custserv RT @CustServGreeter Welcome! :) RT @ABHuret: Twitteratti: Forgive the increased tweet volume during the next hour: #CustServ RT @LovelyLu: A3 We always offer extended service, or change in product rather than to lose them altogether. #custserv A2: Customers always like it when they perceive the rep pulling strings to meet their needs - empower them to do it. #custserv A3: Offer an experience beyond the core product purchased, enhance product in use #custserv RT @eisconsulting: Employees have to be empowered to make decisions. You diminish their perceived worth to the org otherwise. #custserv Gamification can make it exciting. I think I heard that on #techradio recently ;0) #custserv @MarshaCollier A3 Loyalty programs work. Plain and simple. Give good service, make customers feel appreciated #custserv @elizabethtraub @ideabloke if I would of known you were buying drinks I would of come :) #custserv RT @mjayliebs: A3: Offer an experience beyond the core product purchased, enhance product in use #custserv If you don't empower your front line to make decisions, your customers will be forced to. #custserv A3 If the customer has a strong and long relationship with representative of co it can bridge a service gap #custserv A3 Offer customers an opportunity to #cobrand w you; share some
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website space for a customer story. #custserv ABHuret A2 The customer inherently knows when they are dealing with a rep who is not empowered. #custserv CustServGreeter @changeguerilla I agree, Andy - makes customer and rep feel good. #custserv BH_Social A3 Customers should be enticed for follow-up service/product to prove brand value. Minor discount, follow-ups throughout process #custserv GregOrtbach A3: Some pre-launch incentives and sneak previews. #custserv CustServGreeter RT @GregOrtbach: If you don't empower your front line to make decisions, your customers will be forced to. #custserv KateNasser Want to keep customers coming back? Evolve w/them & remove all doubt. #custserv elizabethtraub Oh yes she is. RT @MarshaCollier: @ABHuret You are ALWAYS on fire #custserv HaleyCertified @MarshaCollier Reward the loyalty, savings and benefits on future services #custserv MarshaCollier @zacharyjeans Co-branding - great idea! Everyone has something they need to promote #custserv CustServGreeter Nice > RT @GregOrtbach: A3: Some pre-launch incentives and sneak previews. #custserv bettervideo A3 seems obvious, but how about products/services that deliver on the advertised promises? Too rare the days. #custserv GregOrtbach Thanks! :D RT @IamOkema: RT @GregOrtbach: A3: Some pre-launch incentives and sneak previews. #custserv [I like that] VickieMacFadden When you take time to really know your customer's biz, sticking points, build a relationship..leads to long term relationship. #custserv MarshaCollier @HaleyCertified Exactly - especially in your business #custserv ABHuret A2 Outsourcing may well represent one of the biggest obstacles to employee empowerment. You get what you pay for. #custserv CustServGreeter @HaleyCertified Welcome to the #custserv chat! elizabethtraub @ABHuret hey girl waving east. #custserv eisconsulting RT @BH_Social A3 Customers should be enticed for follow-up service/product to prove brand value. Minor discount, follow-ups etc #custserv changeguerilla A3: Nobody buys anything except an easy life. Give them an easy life. They'll stay. #custserv W_Goddard Been a while since I have been here and end up late...hello everyone #custserv KateNasser ESP your customers and give them no reason to leave! #custserv BH_Social A3 Brand must provide assistance through "makeup" product/service retry to show communication, interest in csat #custserv zacharyjeans Trusted Leaders & #custserv chateratti ~> @elizabethtraub @MarshaCollier @ABHuret #custserv seventhman Love this>> RT @GregOrtbach Trust your reps to maintain your REP. #custserv LovelyLu @iamokema If they are unhappy with the product, or can't manage what they've bought, sometimes the best service isn't enough. #CustServ MarshaCollier @changeguerilla I like that! #custserv
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GregOrtbach IMPACT_Jodi zacharyjeans
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GregOrtbach CustServGreeter TeresaAllen W_Goddard GregOrtbach CustServGreeter
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AlHopper_
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KateNasser
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MarshaCollier
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W_Goddard
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KateNasser BH_Social PR_Maven ABHuret
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AlHopper_ LovelyLu KateNasser CustServGreeter elizabethtraub MarshaCollier
2013-06-26 1:22 am
CustServGreeter
@W_Goddard It's great to see you! Welcome! #custserv Assessing Agent Performance with a Calll Quality Guide #cctr #metrics #custserv - http://t.co/tr0TW3w59a RT @ABHuret: A2 Outsourcing may well represent one of the biggest obstacles to employee empowerment. You get what you pay for. #custserv Thanks Shaleen - how are you? RT @seventhman: Love this>> RT @GregOrtbach Trust your reps to maintain your REP. #custserv @W_Goddard Good evening, good sir! :) #custserv RT @GregOrtbach: If you don't empower your front line to make decisions, your customers will be forced to. #custserv @GregOrtbach Thanks Greg #custserv Q4: Do you *only* give small incentives to customers in jeopardy, or also to steady customers from time to time? #custserv RT @GregOrtbach: Q4: Do you *only* give small incentives to customers in jeopardy, or also to steady customers from time to time? #custserv RT @GregOrtbach: Q4: Do you *only* give small incentives to customers in jeopardy, or also to steady customers from time to time? #custserv RT @VickieMacFadden When you take time to really know your customer's biz, sticking points, build a relationship..leads to loyalty #custserv RT @GregOrtbach Q4: Do you *only* give small incentives to customers in jeopardy, or also to steady customers from time to time? #custserv RT @GregOrtbach Q4: Do you *only* give small incentives to customers in jeopardy, or also to steady customers from time to time? #custserv RT @seventhman Love this>> RT @GregOrtbach Trust your reps to maintain your REP. #custserv Communication during customer's next attempt at your brand's offering shows lesson was learned, happiness matters #custserv I wonder if B2C or B2B companies get more inbound #custserv inquiries? Thoughts @drnatalie #MktgActionChat Lyrics to Play That Funky Music! MT @ideabloke @zacharyjeans @elizabethtraub @tburgess57 eating, drinking, chatting & tweeting. #custserv A4 ideally you are doing it along the way, else you have a flawed business model #custserv A4 We start from the moment they purchase - a thank you call, a card sent. Sets the tone for our relationship. #custserv @W_Goddard Hi ... ! #custserv @terrimaini Great having you here. :) #custserv A.3 relationship and friendship is key in long term customer relations. Weathers most storms. #custserv Awww thank you --> RT @zacharyjeans: Trusted Leaders & #custserv chateratti ~> @elizabethtraub @MarshaCollier @ABHuret #custserv RT @elizabethtraub: A.3 relationship and friendship is key in long
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term customer relations. Weathers most storms. #custserv WebProSam RT @GregOrtbach: Q4: Do you *only* give small incentives to customers in jeopardy, or also to steady customers from time to time? #custserv VickieMacFadden RT @elizabethtraub: A.3 relationship and friendship is key in long term customer relations. Weathers most storms. #custserv catykobe A4: Empower reps to give small incentives to customers at any stage of the lifecycle! Loyal customers like being rewarded too! #custserv mike_nunes @GregOrtbach example. these two client request this! https://t.co/oZucYzl9Ir instead of 8-9am and 3-4pm #custserv TeresaAllen A4 Steady cust must be rewarded also or they get resentful - ex: how do you feel when you see add from your cell provider #custserv DDMarketingNet RT @GregOrtbach: If you don't empower your front line to make decisions, your customers will be forced to. #custserv mbarbagallo Will your customers stay or stray? http://t.co/PVSYW8fvNx via @SBLeaders #custserv #cctr #custexp #cx #customerservice W_Goddard @KateNasser Hey Kate...I miss these...glad I stayed awake #custserv KateNasser When you think of how hard most ppl find change, loyalty seems much easier! #custserv CustServGreeter @mike_nunes Hi, Mike! Good to see you. :) #custserv ABHuret @elizabethtraub Hello, Loveliness! (haven't forgotten you; slammed this week) pre-July 4th exodus; Need to catch em while I can #CustServ W_Goddard RT @DDMarketingNet RT @GregOrtbach : If you don't empower your front line to make decisions, your customers will be forced to. #custserv MarshaCollier A4: Steady customers deserve the #custserv (and gift love) even more! elizabethtraub Aww thx RT @zacharyjeans: Trusted Leaders & #custserv chateratti ~> @elizabethtraub @MarshaCollier @ABHuret #custserv GregOrtbach A4: For steady customers it's simple.... 1) Be "there" and 2) "CARE" #custserv changeguerilla A4: reward your best customers, not your worst mistakes. #custserv ABHuret @zacharyjeans @elizabethtraub @MarshaCollier Hahaha! #Chateratti for the win! #CustServ CustServGreeter @TeresaAllen Especially an ad offering much lower rates than you get, or bonuses you don't get. #custserv zacharyjeans RT @MarshaCollier: A4: Steady customers deserve the #custserv (and gift love) even more! W_Goddard RT @GregOrtbach A4: For steady customers it's simple.... 1) Be "there" and 2) "CARE" #custserv complexified #custserv A3: loyalty rewards programs. Special perks for repeat business. Incentives tailored to their needs & wants. BarryBirkett & give them tools to make right ones RT @gregortbach: If you don't empower your front line to make decisions.... #custserv GregOrtbach Absolutely - never forgot who took you to the dance. RT @changeguerilla: A4: reward your best customers, not your worst mistakes. #custserv CustServGreeter RT @complexified: #custserv A3: loyalty rewards programs. Special perks for repeat business. Incentives tailored to their needs & wants.
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mike_nunes @CustServGreeter Thank you, Roy! Good to see you. :) #custserv VickieMacFadden AMEN~~~ RT @changeguerilla: A4: reward your best customers, not your worst mistakes. #custserv #custserv zacharyjeans RT @CustServGreeter: @TeresaAllen Especially an ad offering much lower rates than you get, or bonuses you don't get. #custserv BH_Social A4 Incentives shouldn't be offered out of fear but, instead, out of interest to fix a brand gaffe or failure. #custserv KateNasser RT @DDMarketingNet RT @GregOrtbach: If you don't empower your front line to make decisions, your customers will be forced to. #custserv SJAbbott A4 Hard to incentivize a poor experience. Bribing loyalty is just diminishing the value, and the customer knows it. #custserv AlHopper_ \\u201c@changeguerilla: A4: reward your best customers, not your worst mistakes. #custserv\\u201d hear here CustServGreeter RT @VickieMacFadden: AMEN~~~ RT @changeguerilla: A4: reward your best customers, not your worst mistakes. #custserv #custserv eisconsulting It's best to reward all. Consistent customers shouldn't feel neglected or punished for their continued commitment. #custserv catykobe Ooooh I like this one. RT @changeguerilla A4: reward your best customers, not your worst mistakes. #custserv HaleyCertified Agreed RT \\u201c@MarshaCollier: A4: Steady customers deserve the #custserv (and gift love) even more!\\u201d MarshaCollier @IamOkema I guess I'm old fashioned. I like shopping/doing business with those who send points/bonuses/birthday cards #custserv VickieMacFadden Sorry for doubles: new computer and keyboard + long day! :) #custserv Rudedogtx @MarshaCollier Yes the steady customers get all my love. #custserv TeresaAllen The things you do for a cust when there is 'no reason' is what really makes and impression and builds loyalty #custserv tburgess57 @W_Goddard great of you to join us #custserv KateNasser NICE! RT @GregOrtbach A4: For steady customers it's simple.... 1) Be "there" and 2) "CARE" #custserv ImpactLearning Customer Experience Expectations Have Changed in our Always-Connected World #custserv #cx - http://t.co/A1osbyDCdz lodetoyi RT @KateNasser: When you think of how hard most ppl find change, loyalty seems much easier! #custserv Hyken Hey #CustServ Tweet Chatters. Jumping in late. Looking forward to joining you the second half of the Chat. #custserv MarshaCollier @VickieMacFadden I feel your pain - I can't seen to do a chat on my laptop *shrug* #custserv CustServGreeter @VickieMacFadden Breaking that keyboard in right with a #custserv chat! :) ABHuret BOOM! RT @GregOrtbach If you don't empower your front line to make decisions, your customers will be forced to. #custserv LovelyLu Start at the beginning of your relationship with them and you'll win their loyalty. #custserv KateNasser RT @catykobe Ooooh I like this one. RT @changeguerilla A4: reward your best customers, not your worst mistakes. #custserv AlHopper_ @CustServGreeter @TeresaAllen those annoy me the most! A
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catykobe MarshaCollier Hyken Michael_Lytle Pat_Cluett
W_Goddard wanderingshane CustServGreeter zacharyjeans MarshaCollier KatjaMatosevic AlHopper_ tburgess57 GregOrtbach elizabethtraub rjamestaylor Hyken AlHopper_ CustServGreeter
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eisconsulting MarshaCollier SJAbbott Pat_Cluett
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FlyingPhotog catykobe
certain cable company come quickly to mind #custserv @CustServGreeter @TeresaAllen Happens all the time with my cable provider! The worst feeling ever! #custserv @Hyken Good to see you - here's the next Q... #custserv RT @changeguerilla A4: reward your best customers, not your worst mistakes. #custserv A4 We actually start before they purchase from us. We want them to know what they are getting before the spend $$ #custserv RT @MarshaCollier: Q3: What are some options to entice customers to stay with your business (over & above excellent service)? #custserv I wrote this piece the other day " #CustServ as a diferentiator " Think this applies http://t.co/gkGRWtOCVx #custserv @MarshaCollier @americanair understands that dynamic well. #custserv @Hyken C'mon over when you can sir! Always a pleasure. :) (Boom!) #custserv @Hyken Welcome to the chat, Shep! #custserv Q5: If you don't give occasional loyalty incentives or extras, why not (regulations, policies)? #custserv Hi! I'm a little bit late! Tweeting from my 2nd account! #custserv RT @CustServGreeter: @VickieMacFadden Breaking that keyboard in right with a #custserv chat! :) @GregOrtbach @W_Goddard now that William is here we can seriously party and have a good time #custserv RT @MarshaCollier: Q5: If you don't give occasional loyalty incentives or extras, why not (regulations, policies)? #custserv . Exactly RT @GregOrtbach: If you don't empower your front line to make decisions, your customers will be forced to. #custserv @MarshaCollier then why are all beauty shop deals for new customers only? #custserv RT @MarshaCollier Q5: If you don't give occasional loyalty incentives or extras, why not (regulations, policies)? #custserv RT @MarshaCollier: Q5: If you don't give occasional loyalty incentives or extras, why not (regulations, policies)? #custserv True, sir! > RT @tburgess57: @GregOrtbach @W_Goddard now that William is here we can seriously party and have a good time #custserv Loyalty rewards, referral advantages, etc. Objective isn't to replace old w/ new, it's to create a larger conglomerate of all #custserv @rjamestaylor Hence, I don't take advantage of them #custserv It's really this simple. RT@GregOrtbach: A4: For steady customers it's simple.... 1) Be "there" and 2) "CARE" #custserv RT @GregOrtbach: Q4: Do you *only* give small incentives to customers in jeopardy, or also to steady customers from time to time? #custserv \\u201c@MarshaCollier: A4: Steady customers deserve the #custserv (and gift love) even more!\\u201d // Deservedly so! To quote @sharadmohan create a "moment of awesome" w/ all of your customers! Surprise & delight, underpromise & over deliver, etc.
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#custserv LovelyLu A5 You can get a new customer with an incentive, but without a solid product and good service, they aren't coming back. #custserv ABHuret A3: Community building is an intangible; give customers a reason to hang out with you on #SoMe. Contests, giveaways, promos ... #custserv seventhman A3 Make things simple..r and better #custserv CustServGreeter @Michael_Lytle Hi, Michael! Welcome back. #custserv elizabethtraub @ABHuret we will connect our voices. our rock star hearts already connected. #custserv CustServGreeter @wanderingshane Hi, Shane! Welcome! #custserv ABHuret A3 For other businesses, Thought Leadership is an intangible that is highly valued. Finance, legal, non-retail businesses. #custserv W_Goddard Hello @custServGreeter @marshaCollier @elizabethTraub @AlHopper_ Been a while... #custserv CustServGreeter No worries! Welcome. RT @KatjaMatosevic: Hi! I'm a little bit late! Tweeting from my 2nd account! #custserv SJAbbott Smart. Aim for success. RT @changeguerilla: A4: reward your best customers, not your worst mistakes. #custserv ckburcham RT @Michael_Lytle: "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv KatjaMatosevic Thanks Roy! RT @CustServGreeter: No worries! Welcome. RT @KatjaMatosevic: Hi! I'm a little bit late! Tweeting from my 2nd account! #custserv CustServGreeter RT @MarshaCollier: Q5: If you don't give occasional loyalty incentives or extras, why not (regulations, policies)? #custserv ckburcham RT @Hyken: RT @changeguerilla A4: reward your best customers, not your worst mistakes. #custserv MarshaCollier If "new customer" discounts are constantly offered from a company I deal with & nothing for recurring customers, I move #custserv TeresaAllen You are only limited by your creativity - don't follow the crowd in your rewards #custserv ABHuret A3 Transparency is another intangible. Maybe you can't give things away, but say what you mean and mean what you say. #custserv zacharyjeans RT @Michael_Lytle: "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv catykobe A5: Budget can be a blocker. Companies underestimate how much customers love a simple t-shirt/ stickers from your brand! #custserv MarshaCollier Nice--> RT @Michael_Lytle: "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv KateNasser Never forget one thing every customer wants -- EASY. Complicated opens the door to competition. #custserv MeetingsTweetUp RT @Michael_Lytle "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv Michael_Lytle A5 Loyalty incentives don't have to come in the form of monetary. Courtesy calls, in person visits, take time out for them! #custserv AlHopper_ @IamOkema what about the free word offing advertising after a Client gets a freebie they weren't expecting? #roi #custserv GregOrtbach Be the Rock Stars that your audience will be happy to catch when you dive off the #custserv stage
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Hyken elizabethtraub CustServGreeter
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bettervideo tburgess57
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TeresaAllen
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KatjaMatosevic KateNasser
eisconsulting MarshaCollier action_jay elizabethtraub eisconsulting augdaddy ABHuret CustServGreeter eStreamDesk Hyken
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MarshaCollier tburgess57 seventhman
2013-06-26 1:30 am
W_Goddard
RT @Michael_Lytle : "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv RT @Hyken: RT @changeguerilla A4: reward your best customers, not your worst mistakes. #custserv A5: I'm guessing any govt. agencies or some regulated businesses are precluded from giving extras (and sometimes from getting 'em. #custserv A5 Regulatory. Awfully hard to give good service when the law requires "fair" service (aptly named). #custserv @CustServGreeter @GregOrtbach @W_Goddard I've had the pleasure to meet William and I can tell you he is a great guy to talk to #custserv RT @MarshaCollier If "new customer" discounts are constantly offered from a company; nothing for recurring customers, I move #custserv RT @GregOrtbach: Be the Rock Stars that your audience will be happy to catch when you dive off the #custserv stage RT @zacharyjeans RT @Michael_Lytle: "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv Rewards don't have to be major or w/ every service. Be creative and develop appreciation methods catered to your org. #custserv @Michael_Lytle @tburgess57 @MeetingsTweetUp Good to see you in #custserv tonight @rjamestaylor @MarshaCollier make it up in volume? Been crying for a loyalty program instead of intro discounts for years. Oh hi #custserv Waving hello, ,too RT @zacharyjeans: @Hyken Welcome to the chat, Shep! #custserv Brilliant! RT @Michael_Lytle: "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv RT @Hyken: RT @changeguerilla A4: reward your best customers, not your worst mistakes. #custserv @elizabethtraub Easy ... we don't want to make @marshacollier jealous! ; ) Love my #CustServ ladies! : ) It's HALFTIME!!! Please sip your favorite beverage! #custserv #Zappos 3 Tips For Keeping Customers https://t.co/7YHBF4GGWh #custserv #cex #ccx #trend #best #estream Easy is good! RT @KateNasser Never forget one thing every customer wants -- EASY. Complicated opens door to competition. #custserv @IamOkema I quite agree. Insurance companies are another dreadful #custserv proposition RT @GregOrtbach: Be the Rock Stars that your audience will be happy to catch when you dive off the #custserv stage RT @Hyken RT @Michael_Lytle : "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv RT @CustServGreeter True, sir! > RT @tburgess57 : @GregOrtbach now that William is here we can party & have a good time #custserv
2013-06-26 1:30 am 2013-06-26 1:30 am 2013-06-26 1:30 am
HaleyCertified GregOrtbach HillaryDePiano
2013-06-26 1:30 am
KateNasser
2013-06-26 1:30 am
catykobe
2013-06-26 1:30 am 2013-06-26 1:30 am 2013-06-26 1:30 am 2013-06-26 1:31 am 2013-06-26 1:31 am 2013-06-26 1:31 am 2013-06-26 1:31 am 2013-06-26 1:31 am 2013-06-26 1:31 am 2013-06-26 1:31 am 2013-06-26 1:31 am 2013-06-26 1:31 am 2013-06-26 1:31 am
CustServGreeter TeresaAllen MarshaCollier PJJuneja AlHopper_ CustServGreeter WebProSam MarshaCollier mike_nunes ckburcham GregOrtbach SJAbbott BarryBirkett
2013-06-26 1:31 am 2013-06-26 1:31 am 2013-06-26 1:31 am 2013-06-26 1:31 am
W_Goddard GregOrtbach MarshaCollier LandesOne
2013-06-26 1:31 am 2013-06-26 1:32 am 2013-06-26 1:32 am
tburgess57 LovelyLu AlHopper_
@MarshaCollier Better to spend to keep who you already have than the tons of $ it takes to earn new ones #custserv Cheers! RT @CustServGreeter: It's HALFTIME!!! Please sip your favorite beverage! #custserv #Zappos @MarshaCollier #custserv & if your new customer discount is the same as your return cust discount you bascially have no discount #petpeeve RT @eisconsulting Rewards don't have to be major or w/every service. Be creative develop appreciation methods catered to your org. #custserv YES. MT @Michael_Lytle Loyalty incentives dont have to come in the form of $. Courtesy calls, inperson visits, take time for them! #custserv @action_jay Howdy, Mr Action sir! :) #custserv A4 Offer the reward before the customer asks you for it after seeing competitor's add #custserv #zappos RT @CustServGreeter: It's HALFTIME!!! Please sip your favorite beverage! #custserv RT @KateNasser: Never forget one thing every customer wants -EASY. Complicated opens the door to competition. #custserv \\u201c@CustServGreeter: It's HALFTIME!!! Please sip your favorite beverage! #custserv #Zappos\\u201d #coffee is ready @HillaryDePiano Hi, Hillary! Welcome. :) #custserv RT @KateNasser: Never forget one thing every customer wants -EASY. Complicated opens the door to competition. #custserv @IamOkema Me too, I've been selling on the web for over 15 years. Quality #custserv works .@Michael_Lytle it could be as simple as a direct line instead of navigating a phone-tree. #custserv RT @KateNasser: Never forget one thing every customer wants -EASY. Complicated opens the door to competition. #custserv Cheers everyone... lets' raise a glass to Question 6. #custserv Exactly. Or in the experience. RT @TeresaAllen: You are only limited by your creativity - don't follow the crowd in your rewards #custserv @eisconsulting Rewards can also be more effective targeted to customers if you do homework & know what is meaningful to each #custserv @tburgess57 @CustServGreeter and @GregOrtbach is next on my hit list ...LOL Roy and Todd are in the books #CustServ Q6: Have you considered giving customer service reps a standing limit of how much they can do w/out approval? #custserv @HillaryDePiano Good point!! #custserv (Thanks for joining tonight) RT @Hyken: RT @Michael_Lytle : "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv @MarshaCollier @Michael_Lytle @MeetingsTweetUp good to be seen by Marsha #custserv Cheers! RT @GregOrtbach: Cheers everyone... lets' raise a glass to Question 6. n #custserv \\u201c@GregOrtbach: Q6: Have you considered giving customer
2013-06-26 1:32 am
cloudspark
2013-06-26 1:32 am
Hyken
2013-06-26 1:32 am 2013-06-26 1:32 am
GregOrtbach AlHopper_
2013-06-26 1:32 am 2013-06-26 1:32 am
CustServGreeter MarshaCollier
2013-06-26 1:32 am 2013-06-26 1:32 am
W_Goddard HillaryDePiano
2013-06-26 1:33 am 2013-06-26 1:33 am 2013-06-26 1:33 am
Michael_Lytle BH_Social terrimaini
2013-06-26 1:33 am
CustServGreeter
2013-06-26 1:33 am 2013-06-26 1:33 am
tburgess57 eisconsulting
2013-06-26 1:33 am
Hyken
2013-06-26 1:33 am 2013-06-26 1:33 am 2013-06-26 1:33 am 2013-06-26 1:33 am 2013-06-26 1:33 am
CustServGreeter nyclq favstar_pop nyclq Hyken
service reps a standing limit of how much they can do w/out approval? #custserv\\u201d @MarshaCollier i have that same response to professional associations that never reward loyalty, only incentivizing new members. #custserv RT @GregOrtbach Q6: Have you considered giving customer service reps a standing limit of how much they can do w/out approval? #custserv @IamOkema Wow - you're fast. Many thanks to the #custserv community for the question RT's :D RT @bettervideo: A3 seems obvious, but how about products/services that deliver on the advertised promises? Too rare the days. #custserv We do. :) RT @imyomamma2: @MarshaCollier @CustServGreeter well ok since you insist! :) #custserv RT @GregOrtbach Q6: Have you considered giving customer service reps a standing limit of how much they can do w/out approval? #custserv RT @LovelyLu A5 You can get a new customer with an incentive, but not a solid product & good service, they aren't coming back. #custserv Related to this #custserv chat: If you give everyone the same discount, you\\u2019re basically not giving a discount at all http://t.co/OyIQ68ObNW Whether you solve the customer's problem or not, they will never forget how you made them feel. #custserv A6 Reps have to be limited how much they can offer so that inconsistency doesn't exist customer to customer. Fairness! #custserv RT @HaleyCertified: @MarshaCollier Better to spend to keep who you already have than the tons of $ it takes to earn new ones #custserv RT @GregOrtbach: Q6: Have you considered giving customer service reps a standing limit of how much they can do w/out approval? #custserv @W_Goddard @CustServGreeter @GregOrtbach erase my name and lets do it again #custserv RT @LovelyLu A5 You can get a new customer with an incentive, but w/o a solid product & good service, they aren't coming back. #custserv a6: Giving permission to spend money to make customers happy is empowering & a great way to say to employees "We trust you." #custserv @cloudspark Greetings and welcome! #custserv RT @Michael_Lytle: "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv RT @Michael_Lytle: "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv RT @ideabloke: A2: I appreciate companies who empower their EE's to a certain degree, then escalate if need be. #custserv RT @Michael_Lytle Whether you solve the customer's problem or not, they will never forget how you made them feel. #custserv
2013-06-26 1:33 am 2013-06-26 1:34 am 2013-06-26 1:34 am
BH_Social elizabethtraub ABHuret
2013-06-26 1:34 am 2013-06-26 1:34 am 2013-06-26 1:34 am
MarshaCollier KateNasser AlHopper_
BH_Social LouiseKerslake seventhman Michael_Lytle upstart_blogger BarryBirkett GregOrtbach MarshaCollier
2013-06-26 1:35 am 2013-06-26 1:35 am 2013-06-26 1:35 am 2013-06-26 1:35 am
fondalo CustServGreeter HaleyCertified AlHopper_
2013-06-26 1:35 am
KatjaMatosevic
2013-06-26 1:36 am 2013-06-26 1:36 am
changeguerilla TeresaAllen
2013-06-26 1:36 am
nyclq
Allowing diff #custserv reps to offer diff incentives encourages customers to complain multiple times shipping for diff deals Love to these rockstar gals. RT @ABHuret: Easy ... we don't want to make @marshacollier jealous! ; ) Love my #CustServ ladies! : ) Building, maintaining, and restoring cust loyalty can also be at risk when your talent takes a hit. Paula Deen, Men's Wearhouse. #CustServ A6: I believe that would only make sense - or perhaps base reward on size/loyalty of customer? #custserv For front line to be empowered, execs must believe that customer service is a game changer. #custserv @IamOkema Give CustA a reward of some type just 'cuase. They weren't expecting it. They tell x others. #custserv #roi you don't spend $on Variation in #custserv incentives also limits internal effectiveness, race to spend more for better stats RT @Michael_Lytle: Whether you solve the customer's problem or not, they will never forget how you made them feel. #custserv @TeresaAllen I wonder if that will send a wrong msg; they might expect it every time.. #custserv A6 We do everything we can to empower our front line to resolve any issue, typically they need MGR approval to say "no" #custserv RT @flavmartins: 8 Key Statistics for Technology in Customer Experience http://t.co/h3PBwtncJRn #custserv #custexp @hillarydepiano Not unlike what JC Penney tried to do away with and learned people like to be fooled by high prices & sales. #custserv If there is no consistency in your rewards, how can you possibly tell which incentives are working? #custserv @ABHuret Um, We've seen PD in person - this isn't her first rodeo. She has to learn not to disrespect her audience. NOT 1st time #custserv New Post: Customer Service \\u201cIS\\u201d Sales In #SocialMedia \\u2013 2 Examples and 3 Tips http://t.co/3MFzWg4Q9y #custserv @BH_Social I'm not quite as skeptical. Would love to see @RitzCarlton stats about this. #custserv A6 @MarshaCollier @GregOrtbach Yes, all of my reps have an amount that they can spend, no questions asked. #custserv fair enough ;0) come to the #darksideRT @IamOkema: @AlHopper_ #custserv Ok, I'm w/ you there. W/ you as in understanding..... #custserv RT @HaleyCertified: A6 @MarshaCollier @GregOrtbach Yes, all of my reps have an amount that they can spend, no questions asked. #custserv RT @GregOrtbach: If there is no consistency in your rewards, how can you possibly tell which incentives are working? #custserv RT @KateNasser For front line to be empowered, execs must believe that customer service is a game changer. #custserv Amen to that sister RT @Michael_Lytle: Whether you solve the customer's problem or not, they will never forget how you made them feel. #custserv
2013-06-26 1:36 am
AlHopper_
2013-06-26 1:36 am
ABHuret
2013-06-26 1:36 am
eisconsulting
2013-06-26 1:36 am 2013-06-26 1:36 am 2013-06-26 1:36 am
elizabethtraub MarshaCollier nyclq
2013-06-26 1:36 am 2013-06-26 1:36 am 2013-06-26 1:36 am 2013-06-26 1:36 am
CustServGreeter BH_Social Michael_Lytle BarryBirkett
GregOrtbach CustServGreeter W_Goddard MarshaCollier tburgess57 MarshaCollier ABHuret GregOrtbach seventhman GregOrtbach
2013-06-26 1:38 am 2013-06-26 1:38 am 2013-06-26 1:38 am 2013-06-26 1:38 am 2013-06-26 1:38 am
KateNasser nyclq nyclq MarshaCollier Hyken
RT @GregOrtbach: If there is no consistency in your rewards, how can you possibly tell which incentives are working? #custserv #custserv A6 Limitations (as well as means of empowerment) will vary greatly across industries and may even be regulated in some cases. #custserv RT @Michael_Lytle Do everything we can to empower our front line to resolve any issue, typically they need MGR approval to say "no"#custserv Doing so now. RT @MarshaCollier: #zappos RT @CustServGreeter: It's HALFTIME!!! Please sip your favorite beverage! #custserv @IamOkema That's for sure about JCP #custserv is invisible @BarryBirkett @hillarydepiano RT @fondalo: New Post: Customer Service \\u201cIS\\u201d Sales In #SocialMedia \\u2013 2 Examples and 3 Tips http://t.co/3MFzWg4Q9y #custserv @elizabethtraub Enjoy! #custserv @CustServGreeter If a customer thinks someone could offer more, why wouldn't they call again/shop reps? Need policies, tiers #custserv I love seeing the #custserv feed scrolling by!!!! for better or worse MRT @michael_lytle: Whether you solve the cust problem or not, they will never forget how you made them feel. #custserv @elizabethtraub Cheers! #custserv :) RT @Michael_Lytle: I love seeing the #custserv feed scrolling by!!!! RT @Michael_Lytle I love seeing the #custserv feed scrolling by!!!! @Michael_Lytle Empowering, ain't it? #custserv - nice to know so many that feel the same as you do ;) A6) I imagine a danger too is customers can compare notes on social media on what extras they got and may go fishing for it #custserv Q7: If you give something extra to a customer, will all customers expect it, esp. in the day of social media? #custserv @MarshaCollier Completely agree -- just making point that talent, a failed product, scandal, etc can also impact cust loyalty. #custserv #custserv "go to warp speed". RT @CustServGreeter: :) RT @Michael_Lytle: I love seeing the #custserv feed scrolling by!!!! A7 Yes, there are complicated cases.. especially those involving billing disputes #custserv RT @MarshaCollier: Q7: If you give something extra to a customer, will all customers expect it, esp. in the day of social media? #custserv . Every word you say & action you take must tell customer "You Matter!" #custserv RT @MarshaCollier: Q7: If you give something extra to a customer, will all customers expect it, esp. in the day of social media? #custserv RT @Michael_Lytle: I love seeing the #custserv feed scrolling by!!!! @ABHuret The story that a scandal can ruin a career/business needs to be told again and again #custserv RT @MarshaCollier Q7: If you give something extra to a customer, will all customers expect it, esp. in the day of social media? #custserv
2013-06-26 1:38 am 2013-06-26 1:38 am
nyclq peoplefw
CustServGreeter nyclq seventhman KateNasser catykobe peoplefw AlHopper_ complexified ABHuret CustServGreeter
2013-06-26 1:39 am 2013-06-26 1:39 am 2013-06-26 1:39 am
GregOrtbach LovelyLu BH_Social
BarryBirkett AlHopper_ CustServGreeter KateNasser Michael_Lytle peoplefw terrimaini AlHopper_
2013-06-26 1:40 am
MarshaCollier
RT @MarshaCollier: @Michael_Lytle Empowering, ain't it? #custserv - nice to know so many that feel the same as you do ;) RT @alhopper_: RT @GregOrtbach: If there is no consistency in your rewards, how can u possibly tell which incentives are working? #custserv RT @MarshaCollier: Q7: If you give something extra to a customer, will all customers expect it, esp. in the day of social media? #custserv RT @KateNasser: Every word you say & action you take must tell customer "You Matter!" #custserv Oops, my answer was meant for Q6.. twubs feels too fast even if it's in medium speed #custserv RT @MarshaCollier Q7: If you give something extra to a customer, will all customers expect it, esp. in the day of social media? #custserv RT @KateNasser: Every word you say & action you take must tell customer "You Matter!" #custserv RT @marshacollier: Q7: If you give something extra to a customer, will all customers expect it, esp. in the day of social media? #custserv a7 depends on presentation. if you give to offest mistake or bad #custserv then yes, others will want the same Well... My 15 yr-old Bichon, Ari, just got my #custserv taking him outside :-) To clarify prior tweet, a biz scandal (Wall St), fall from grace (dealer's choice), failed product, etc can also affect loyalty. #custserv Tweets from the future! :) RT @seventhman: Oops, my answer was meant for Q6.. twubs feels too fast even if it's in medium speed #custserv A7: Yes they will expect it as they should. To quote @ally "Don't treat new friends better than old ones" #custserv A7 They will if they find out about it, even if it has nothing to do with their situation. #custserv A7 Def shows need for consistency among reps. Customers brag about incentives. Favoritism or perception thereof can be doom #custserv @iamokema Realize diff from #custserv but keying in on idea of discount not really being discount but custs still feeling it is a7 if you do it with a clear reasoning & limit, then others will want to earn the extra, not just get it. even in social #custserv @GregOrtbach @Michael_Lytle "Engage!" #custserv Of course customers will expect us to give. Doesn't have to be monetary each time. #custserv A7 Empower your customers to celebrate their success with your partnership, not just what incentive they received. #custserv A7 (chiming in late) just like with children - gifts not equal, each customer is special so extras can vary and that's great #custserv A7 that is a big problem nowadays. Nice gestures can be made public so easily #custserv BOOM! RT @BH_Social A7 Def shows need for consistency among reps. Customers brag on Favoritism or perception thereof can be doom #custserv A7 Those "in" social media understand pecking order, they get "giving
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forward" so NO it is a GIVE & TAKE between brands/customer #custserv All4ServOnline Here is a full list of our services. #custserv #All4Service #travel #hotels #flights #meetings #conciergehttp://ow.ly/l8YLq catykobe A7: Depends on the "extra." :) If it's non-monetary, then no, I don't think all customers will expect it #custserv TeresaAllen A7 SM will spread the word on rewards so should be a reason/qualification for the reward not just random or everone expects it #custserv eisconsulting RT @Michael_Lytle A7 Empower customers to celebrate their success with your partnership, not just what incentive they received. #custserv complexified #custserv A6: reasonable limits for consistency, and reasonableness of response to problem. elizabethtraub A.7 Each relationship w/URcustomer is different. Some will be excited to get a tweet others a handwritten note, others a call . #custserv MarshaCollier @catykobe Quite agree #custserv catykobe A7.2: You're more likely to generate positive WOM for your brand by giving non-$ extras, than setting precedent for all customers. #custserv bettervideo A7 There's always danger of tainting expectations. But where's the "personal touch" if you treat all the same? #custserv mike_nunes A7) SM makes it easier to individualize #custserv and maintain work-life choices/balance. To maintain expectations. peoplefw @custservgreeter how do you like Twubs otherwise? i need a replacement for TweetChat which was awesome dashboard #custserv GregOrtbach Q8: If a customer is on the verge of deserting you, what is your established course of action? #custserv CustServGreeter RT @GregOrtbach: Q8: If a customer is on the verge of deserting you, what is your established course of action? #custserv AlHopper_ RT @GregOrtbach: Q8: If a customer is on the verge of deserting you, what is your established course of action? #custserv #custserv KateNasser You could make it fun. Do it as a lottery! Each time a chance for a bit xtra. #custserv ImMarkBernhardt #custserv A7 | If the "something extra" is a reward for loyalty, other customers may strive to show the same loyalty to get the same reward. Hyken Are customer loyal to you - or to your loyalty program, discounts and incentives? #custserv ABHuret @MarshaCollier Which is where I see my niche ... integrating communications & marketing with rep mgmt, #CustServ etc. #Lightbulb ; ) MarshaCollier @elizabethtraub I wish I had more time for handwritten notes, although I do some - right @ABHuret? #custserv seventhman Absolutely! RT @Michael_Lytle Whether you solve the customer's problem or not, they will never forget how you made them feel. #custserv Hyken RT @GregOrtbach Q8: If a customer is on the verge of deserting you,
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what is your established course of action? #custserv BH_Social @MarshaCollier but if friend gets $20 off & free HBO when he almost cancels cable, ill be pissed if not offered same... #custserv VickieMacFadden A8 Call them. If local, arrange a time to meet face to face. #custserv zacharyjeans RT @Hyken: RT @GregOrtbach Q8: If a customer is on the verge of deserting you, what is your established course of action? #custserv catykobe RT @bettervideo: A7 There's always danger of tainting expectations. But where's the "personal touch" if you treat all the same? #custserv MarshaCollier On the nose--> RT @IamOkema Fair and transparent is our job. Works everytime.#custserv GregOrtbach This ---> RT @VickieMacFadden: A8 Call them. If local, arrange a time to meet face to face. #custserv peoplefw @gregortbach i agree w not penalizing existing customers by offering "gifts" only to NEW ones. also need to treat ea. cust special #custserv BarryBirkett Some will settle for being less special? RT @catykobe: ... no, I don't think all customers will expect it #custserv KateNasser RT @Hyken Are customer loyal to you - or to your loyalty program, discounts and incentives? #custserv catykobe A8: Every scenario is a different story. :) #custserv AlHopper_ A8 very 1st thing is find out why they are leaving. fix that, then welcome them back if they have already left #custserv complexified #custserv A7: reps and customers should understand why the thing was given. The giving matches the situation. CustServGreeter @peoplefw Tweetchat's still there under another name\\u2026 @AlHopper_ is testing tonight. #custserv eisconsulting Before attempting to address a customer on the verge of lvg, you need to determine WHY?? Ask questions LISTEN to the answers first #custserv MarshaCollier @BH_Social I agree, it's a fine line to straddle (getting new customers & keeping old ones happy) #custserv BH_Social @catykobe key word is precedent. Brands must live with expectations of others created when incentives offered to some. #custserv peoplefw RT @alhopper_: a7 if you do it with a clear reasoning & limit, others will want to earn the extra, not just get it. even isocial #custserv LovelyLu A8 We come right out and ask them what we can do to keep them. #custserv CustServGreeter @peoplefw I use TweetDeck for the chat\\u2026 the web-based clients can't keep up. :) #custserv AlHopper_ i'll publish results soon RT @CustServGreeter: @peoplefw Tweetchat's still there \\u2026 @AlHopper_ is testing tonight. #custserv #custserv GregOrtbach If you only acquire customers by offering bright shiny objects, you'll lose them equally as fast. #custserv MarshaCollier Love the convo we have going - insights on topic benefit us all. These are great Qs! #custserv CustServGreeter @IamOkema What???? :-D #custserv ImMarkBernhardt Brilliant MT @ABHuret: @MarshaCollier ... my niche ... integrating communications & marketing with rep mgmt, #CustServ etc. #Lightbulb ; ) mike_nunes RT @GregOrtbach: Q8: If a customer is on the verge of deserting
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you, what is your established course of action? #custserv KatjaMatosevic A7: Make feel them appreciated. All of your customers. Giving "extras" 4 loyalty builds long lasting relationships #custserv AlHopper_ this is true as well RT @CustServGreeter @peoplefw I use TweetDeck for the chat\\u2026 the web-based clients can't keep up. :) #custserv VickieMacFadden RT @MarshaCollier: Love the convo we have going - insights on topic benefit us all. These are great Qs! #custserv GregOrtbach Here here! RT @MarshaCollier: Love the convo we have going insights on topic benefit us all. These are great Qs! #custserv MarshaCollier You bet--> RT @GregOrtbach If you only acquire customers by offering bright shiny objects, you'll lose them equally as fast. #custserv BH_Social A8 Brands must have break pt w/customers where precedent established during retention isn't damaging to offer others. #custserv Hyken A8: Find out why, Apologize. Fix problem. Do it FAST! Goal; Don't just fix the problem, re-establish confidence. #custserv SJAbbott Great question. Answer may hurt. RT @Hyken: Are customer loyal to you - or to your loyalty program, discounts and incentives? #custserv eisconsulting Be transparent w/ the client. If you don't want to lose their business, tell them. Hear the msg behind words (spoken AND unspoken) #custserv sanchezjb A7 "Extras" r given to certain customers all the time. Imprtnt 4 bizs to know who their valuable customers r & acknowledge that. #custserv KateNasser RT @eisconsulting Before addressing cust on verge of lvg, you need to determine WHY?? Ask questions LISTEN to the answers first #custserv KatjaMatosevic RT @Hyken: RT @GregOrtbach Q8: If a customer is on the verge of deserting you, what is your established course of action? #custserv NelleSomerville RT @missusP: Why why why do #custserv reps use words like "mmmmk" when speaking to you? Condescending as hell. This isn't Office Space, mmm\\u2026 nyclq RT @mike_nunes: RT @GregOrtbach: Q8: If a customer is on the verge of deserting you, what is your established course of action? #custserv AlHopper_ yes>> RT @Hyken A8: Find out why, Apologize. Fix problem. Do it FAST! Goal; Don't just fix the problem, re-establish confidence. #custserv eisconsulting @BarryBirkett Absolutely! #custserv ABHuret A7 That's akin to shouting about the fly in your soup (or the critter in Trader Joe's spinach) ; ) #CustServ CustServGreeter One tries. :-) RT @MarshaCollier: Love the convo we have going insights on topic benefit us all. These are great Qs! #custserv peoplefw RT @custservgreeter: @peoplefw Tweetchat's still there under another name\\u2026 @AlHopper_ is testing tonight. #custserv<~ seriously? yay!! catykobe RT @Hyken: A8: Find out why, Apologize. Fix problem. Do it FAST! Goal; Don't just fix the problem, re-establish confidence. #custserv GregOrtbach If you're NOT transparent with your customers, eventually they'll see right through you. #custserv
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changeguerilla MarshaCollier CustServGreeter W_Goddard eisconsulting GregOrtbach
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KateNasser MintamenaPie
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ValaAfshar complexified elizabethtraub
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nyclq MarshaCollier
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peoplefw
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BH_Social eisconsulting zacharyjeans AlHopper_
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BH_Social slsummers peoplefw
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ABHuret
A8: Make the call. Understand the rationale. Offer a fix. But remember some marriages can't be saved. #custserv @GregOrtbach Banks, phone companies and insurance are SO guilty of ignoring existing customers when it comes to bonuses! #custserv RT @GregOrtbach: If you're NOT transparent with your customers, eventually they'll see right through you. #custserv RT @GregOrtbach If you're NOT transparent with your customers, eventually they'll see right through you. #custserv @IamOkema Yep! :) #custserv This -> RT @changeguerilla: A8: Make the call. Understand the rationale. Offer a fix. But remember some marriages can't be saved. #custserv Keep customers coming back w/ authentic CARE. Personal, reliable, engaging, and always there. #custserv RT @HillaryDePiano: Related to this #custserv chat: If you give everyone the same discount, you\\u2019re basically not giving a discount at all h\\u2026 There are two ways to sell - manipulation (price and discounts) or inspiration. Smart businesses choose to inspire. #custserv #custserv A8: when they are going, try to learn and understand what they thought, and why. Seek options to keep similar if reasonable. A8. Cut'em loose, you can spend hours trying, or spend hours improving for the next time. Would have to be the extreme case. #CustServ RT @Hyken: A8: Find out why, Apologize. Fix problem. Do it FAST! Goal; Don't just fix the problem, re-establish confidence. #custserv Love this--> RT @Hyken A8: Find out why, Apologize. Fix problem. Do it FAST! Goal; Don't just fix problem, re-establish confidence #custserv RT @alhopper_: i'll publish results soon RT @CustServGreeter:Tweetchat's still there \\u2026Al is testing tonight. #custserv<~ TYSM guys! Most important pt of all is need for transparency & authenticity in msg. Customer needs to know limits of #custserv, assist offered #custserv is about building relationships. If you value the relationship, you work harder to maintain it than you did to obtain it. A8 If someone wants to leave, have a quality conversation about why, without defending yourself. #custserv @peoplefw yep! have @twubs and @tchatio running in chrome on snapped win7 screen. will post results by week end (after classwork) #custserv RT @GregOrtbach: If you're NOT transparent with your customers, eventually they'll see right through you. #custserv RT @RoyAtkinson: Consistency: The Key to Building Strong Customer Relationships http://t.co/Xc2u6kUSiO #custserv #custexp RT @custservgreeter: RT @GregOrtbach: Q8: If a customer is on the verge of deserting you, what is established course of action? #custserv A7 Covet thy neighbor's "something extra" (Everyone *always* wants what someone else has ...). That darn Jones family!! #CustServ
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VickieMacFadden RT @eisconsulting: #custserv is about building relationships. If you value the relationship, you work harder to maintain it than you did to\\u2026 mike_nunes A8) Listen to their expectations, then decide if it's beneficial to keep the customer. #custserv LexiKubrak RT @W_Goddard: RT @GregOrtbach If you're NOT transparent with your customers, eventually they'll see right through you. #custserv KatjaMatosevic A8: Engage. Listen and dig deep down to the bottom of the client new needs and then act. #custserv seventhman A8 That's tough.. just ask why & offer the best solution without being too pushy. #custserv complexified RT @Hyken: A8: Find out why, Apologize. Fix problem. Do it FAST! Goal; Don't just fix the problem, re-establish confidence. #custserv bettervideo Cosign: "@GregOrtbach: If you're NOT transparent with your customers, eventually they'll see right through you. #custserv" KimWHix RT @GregOrtbach: If you're NOT transparent with your customers, eventually they'll see right through you. #custserv << #trueThat MarshaCollier @KatjaMatosevic Listening then acting, right? #custserv BarryBirkett Or in a diff direction RT @GregOrtbach If you're NOT transparent with your customers, eventually they'll see right through you. #custserv peoplefw RT @iamokema: #custserv |a8| Communicate. Problems are best solved backwards. Hyken RT @GregOrtbach If you're NOT transparent with your customers, eventually they'll see right through you. #custserv MarshaCollier @seventhman Pushy doesn't really work in #custserv - does it? KatjaMatosevic Yes RT @MarshaCollier: @KatjaMatosevic Listening then acting, right? #custserv CustServGreeter @KimWHix Hi, Kim - Thanks for coming by. #custserv eisconsulting Be prepared for the customers answers, especially the ones you don't want to hear. They're typically the most valuable convos. #custserv sjmins RT @Hyken: RT @GregOrtbach If you're NOT transparent with your customers, eventually they'll see right through you. #custserv zacharyjeans RT @Hyken: RT @GregOrtbach If you're NOT transparent with your customers, eventually they'll see right through you. #custserv peoplefw RT @vickiemacfadden: A8 Call them. If local, arrange a time to meet face to face. #custserv <~ great idea, when possible!! MikePetes \\u201c@GregOrtbach: If you're NOT transparent with your customers, eventually they'll see right through you. #custserv\\u201d nice word play Greg KateNasser Average service doesn't bind customers to your brand. They're blind as to why they should stay! #custserv catykobe RT @Hyken: RT @GregOrtbach If you're NOT transparent with your customers, eventually they'll see right through you. #custserv seventhman RT @Hyken A8: Find out why, Apologize. Fix problem. Do it FAST! Goal; Don't just fix the problem, re-establish confidence. #custserv eisconsulting RT @KateNasser Average service doesn't bind customers to your brand. They're blind as to why they should stay! #custserv ~ Pretty much! TedCurtin +1 RT @KimWHix @GregOrtbach: If you're NOT transparent with
BH_Social ABHuret MarshaCollier GregOrtbach peoplefw appellation Michael_Lytle MarshaCollier CustServGreeter
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MarshaCollier MikePetes CustServGreeter LovelyLu TeresaAllen ABHuret
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Hyken peoplefw CustServGreeter W_Goddard sanchezjb MarshaCollier eisconsulting
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CustServGreeter zacharyjeans
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seventhman elizabethtraub
your customers, eventually they'll see right through you. #custserv #truth Brands that see retention as regaining pos biz perception rather than potential future sales are ones who do #custserv right @MarshaCollier @elizabethtraub That would be an unequivocal YES! A lost art from a class act! (I respond in kind; buried) ; ). #CustServ A8 Depends on the customer. I would be thrilled if some customers moved on. Others I will move heaven and earth to keep! #custserv @TedCurtin It's great to see you Ted! #custserv RT @marshacollier: @seventhman Pushy doesn't really work in #custserv - does it? <~ push marketing rarely works in my experience. RT @Hyken RT @GregOrtbach If you're NOT transparent with your customers, eventually they'll see right through you. #custserv We ask all customers "who is their favorite vendor to do business with and why" Whether it is us or not, we take notes! #custserv @TedCurtin Dude! Good to see you #custserv RT @BH_Social: Brands that see retention as regaining pos biz perception rather than potential future sales are ones who do #custserv right @peoplefw So true! #custserv \\u201c@GregOrtbach: If you only acquire customers by offering bright shiny objects, you'll lose them equally as fast. #custserv\\u201d Indeed! RT @MarshaCollier: @TedCurtin Dude! Good to see you #custserv @TedCurtin Hi Ted :-) #custserv RT @GregOrtbach Q8: If a customer is on the verge of deserting you, what is your established course of action? #custserv @ImMarkBernhardt @MarshaCollier Thanks ... maybe the two of you should represent me! #IntegratedMarketingExec for hire. ; ) #CustServ RT @Michael_Lytle We ask customers "who is their favorite vendor and why" Whether it is us or not, we take notes! #custserv i believe trust and loyalty are the new currency. when people make other choices, customers are NOT being truly served #custserv [A8] @appellation Hi, Donna! Thanks for coming by. #custserv @IamOkema So true #custserv @AlHopper_ @Hyken In every problem solving process, an important question should be asked: Is this problem systemic? #custserv Where's our pal @fmisle tonight - miss him! #custserv Be honest w/ yourself and the customer. They may be asking for more than you can provide. It's okay to allow them to go if so. #custserv @sanchezjb Hi, Joe! Welcome back. #custserv RT @Hyken: RT @Michael_Lytle We ask customers "who is their favorite vendor and why" Whether it is us or not, we take notes! #custserv @MarshaCollier Totally... but you'd be surprised how some are taking drastic measures in their effort to win customers back #custserv @IamOkema I have given a refund check upwards of 22k when there is disrespect for my employees mama bear say bye bye. #CustServ
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MarshaCollier adsdictivePR
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peoplefw AlHopper_ MarshaCollier VickieMacFadden BH_Social KatjaMatosevic
Hyken ImMarkBernhardt tburgess57 sanchezjb KateNasser W_Goddard VickieMacFadden Michael_Lytle SJAbbott
ABHuret TeresaAllen Sandee_Jackson kr8tr CustServGreeter HaleyCertified W_Goddard peoplefw
@sanchezjb YES! Systemic issues are at the crux of many #custserv situations RT @fondalo: New Post: Customer Service \\u201cIS\\u201d Sales In #SocialMedia \\u2013 2 Examples and 3 Tips http://t.co/3MFzWg4Q9y #custserv RT @GregOrtbach: If you only acquire customers by offering bright shiny objects, you'll lose them equally as fast. #custserv <~ yes!!!!! @sanchezjb That is the million dollar question that rarely gets acted upon :0( #custserv c @Hyken #custserv @elizabethtraub Nice! #custserv Here's b2b challenge when you sell a commodity item: price shoppers who don't care about svc! (we try to avoid these accts!) #custserv Should also be noted #custserv reps need to mine for info to search for errors in brand process causing the concern(s) Never promise what you cannot keep. Transparency over all. If U cannot meet the clients exact request,give options, alternatives. #custserv @W_Goddard If the problem is systemic, then it should be able to be eliminated in the future. #custserv #custserv A8 | Our response may be as individual as the client. (We don't have a scale of thousands.) We may entreat to stay or bid adieu. Too many amazing chats on now: #custserv #rbchat #bloggab #getrealchat +1 MT @AlHopper_ yes>> RT @Hyken A8 Find out why..Goal: Don't just fix the problem, re-establish confidence. #custserv If you're not frequently taking the customer's pulse, why be surprised when they disappear from your world? #custserv @MarshaCollier if systematic you mean choice on service delivered, I agree #custserv @tburgess57 how many monitors do you have going?!? Chat overload! #custserv RT @zacharyjeans A8 If someone wants to leave, have a quality conversation about why, without defending yourself. #custserv This x10. RT @sanchezjb: @AlHopper_ @Hyken In every problem solving process, a question should be asked: Is this problem systemic? #custserv A8 Speaking of transparency, policies should be as well ... a good lesson for ALL businesses. #CustServ A8 Act quickly and agree @VickieMacFadden personal contact important #custserv RT @tburgess57: Too many amazing chats on now: #custserv #rbchat #bloggab #getrealchat @MarshaCollier @fmisle He was here visiting us @rackspace last week. Perhaps we wore him out :) #custserv True! RT @tburgess57: Too many amazing chats on now: #custserv #rbchat #bloggab #getrealchat RT @GregOrtbach: If you're NOT transparent with your customers, eventually they'll see right through you. #custserv @Hyken Measure what is broken and fix it #custserv RT @alhopper_ yep! have @twubs and @tchatio running in chrome...
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MarshaCollier AlHopper_
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MarshaCollier elizabethtraub GregOrtbach
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CustServGreeter
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CustServGreeter BarryBirkett hashtracking seventhman imyomamma2
AlHopper_ mike_nunes W_Goddard HollyChessman KatjaMatosevic juliaserafina catykobe Hyken TedCurtin
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sanchezjb ABHuret patrparkinson
will post results by week end (after classwork) #custserv<~ you ROCK, Al! @kr8tr Were you the DNS problem I read about?? #custserv he's lurking RT @kr8tr: @MarshaCollier @fmisle He was here visiting us @rackspace last week. Perhaps we wore him out :) #custserv #custserv Q9: Have you ever truly surprised a disgruntled customer and turned them into an advocate for your brand? #custserv @ABHuret @MarshaCollier I just ordered note cards. Thank yous are coming. #CustServ RT @MarshaCollier: Q9: Have you ever truly surprised a disgruntled customer and turned them into an advocate for your brand? #custserv. Bet he had fun! RT @kr8tr: @MarshaCollier @fmisle He was here visiting us @rackspace last week. Perhaps we wore him out :) #custserv RT @MarshaCollier: Q9: Have you ever truly surprised a disgruntled customer and turned them into an advocate for your brand? #custserv @elizabethtraub Bet that earned - or probably reinforced - great respect & loyalty from employees, with great profit later. #custserv RT @CustServGreeter: True! RT @tburgess57: Too many amazing chats on now: #custserv #rbchat #bloggab #getrealchat All these makes me wonder.. just when is the best time you should let go of a customer? #custserv As the Queen of Customer Service I approve this message! :) We do @MarshaCollier @CustServGreeter well ok since you insist! :) #custserv RT Q9: Have you ever truly surprised a disgruntled customer and turned them into an advocate for your brand? #custserv #custserv RT @MarshaCollier: Q9: Have you ever truly surprised a disgruntled customer and turned them into an advocate for your brand? #custserv @MarshaCollier I try everyday #custserv Hello #custserv - in for the tail end. Been helping my son finish packing for overnight camp. RT @MarshaCollier: Q9: Have you ever truly surprised a disgruntled customer and turned them into an advocate for your brand? #custserv Agree.Trying to be in two places at once. RT @tburgess57 Too many amazing chats on now: #custserv #rbchat #bloggab #getrealchat @elizabethtraub I have so much respect for that! Good job, Mama Bear! #custserv POW! RT @W_Goddard @Hyken Measure what is broken and fix it #custserv Likewise! @MarshaCollier Always great #CustServ content anytime you, @GregOrtbach @Michael_Lytle and @elizabethtraub are "in" the room! +1 RT @MarshaCollier @sanchezjb YES! Systemic issues are at the crux of many #custserv situations A8 In some instances, a version of the Post-it Note or text break up might be appropriate. "It's me, not you ..." #CustServ RT @CustServGreeter: True! RT @tburgess57: Too many amazing
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chats on now: #custserv #rbchat #bloggab #getrealchat tburgess57 @IamOkema here in #custserv due to popular demand :) LovelyLu A9 Turning a disgruntled customer into an advocate is the Holy Grail situation. Yes, and always aim to. #custserv BH_Social A9 I've been the surprised customer. Huge advocate of @ftdflowers due to #custserv they've offered in minor & major situations seventhman @MarshaCollier epic! #custserv CustServGreeter Welcome any time, Holly! RT @HollyChessman: Hello #custserv - in for the tail end. Been helping my son finish packing for overnight camp. Hyken RT @MarshaCollier Q9: Have you ever truly surprised a disgruntled customer and turned them into an advocate for your brand? #custserv W_Goddard RT @Hyken POW! RT @W_Goddard @Hyken Measure what is broken and fix it #custserv changeguerilla A9: People understand mistakes happen. What they care about is that you care about fixing them! #custserv BmoreArtstar RT @Hyken: RT @Michael_Lytle We ask customers "who is their favorite vendor and why" Whether it is us or not, we take notes! #custserv AlHopper_ A9 yes. and more importantly, turned happy customers into fanatics and promoters #custserv LD_CoquitlamCen Couldn't agree more! \\u201c@KateNasser: Never forget one thing every customer wants --EASY. Complicated opens the door to competition. #custserv\\u201d glfceo . @ValaAfshar loyal customers buy into consistent gr8 experiences #custserv CustServGreeter RT @changeguerilla: A9: People understand mistakes happen. What they care about is that you care about fixing them! #custserv HollyChessman @tburgess57 I can't keep track of that many at once! See, I really do need more than one of me! #custserv HollyChessman RT @KateNasser: If you're not frequently taking the customer's pulse, why be surprised when they disappear from your world? #custserv eisconsulting @ABHuret Haaaaa! Lol #custserv GregOrtbach You're on fire tonight Andy. Really enjoying your #custserv input! @changeguerilla AlHopper_ Hi Holly! @HollyChessman good to see you! it's been a while #custserv MarshaCollier Absolutely!--> RT @Hyken: @W_Goddard If the problem is systemic, then it should be able to be eliminated in the future. #custserv KatjaMatosevic Exactly this \\u25baRT @changeguerilla: A9: People understand mistakes happen. What they care about is that you care about fixing them! #custserv complexified #custserv A9: yes... Within a gov org... Did it by personal touch, f2f, listened, engaged them & their team, showed my caring. CustServGreeter Have you joined the #CustServ Exchange LinkedIn Group yet? Continue tonight's discussion. http://t.co/u8oAiOon00 #custserv MarshaCollier #custserv RT @Ladderwerx: @MarshaCollier that is the essence of customer service and the reward for a job well done tburgess57 @VickieMacFadden I am monitoring a few chats on my phone using Hootsuite #custserv
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eisconsulting
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RT @changeguerilla: A9: People understand mistakes happen. What they care about is that you care about fixing them! #custserv [I like it!!] ImMarkBernhardt #custserv A9 | @MarshaCollier In my days as a grad TA, yes. A student complained I was harsh. I showed I was invested in him. He succeeded. changeguerilla @GregOrtbach Cheers Greg! Enjoying my first #custserv chat!! HaleyCertified @MarshaCollier Absolutely! Make their problems go away and they can become your biggest fans and advocates #custserv HollyChessman @CustServGreeter Thank you kindly! :) #custserv TeresaAllen A8 Let them know why in their benefit to stay (not just yours) and what negative consequence could result from a change #custserv fmisle @MarshaCollier Sorry #custserv folks! I was at a dinner I had to attend. AlHopper_ RT @CustServGreeter: Have you joined the #CustServ Exchange LinkedIn Group yet? Continue tonight's discussion. http://t.co/u8oAiOon00 #cust\\u2026 HollyChessman @AlHopper_ Hi Al! How are you? #custserv TedCurtin @MarshaCollier That's where the greatest #CustServ opportunities lie! Re: Turning disgruntled customers into brand advocates #custexp MarshaCollier @fmisle I was just kidding - I miss you when you're not here! #techgod #custserv GregOrtbach Welcome. As long as you received great #custserv ;) RT @fmisle: @MarshaCollier Sorry #custserv folks! I was at a dinner I had to attend. mike_nunes A9) Yes, it started with just being honest. Getting beyond the sales pitch. Then solving their problem within their expectations #custserv GregOrtbach Q10: Do you have a long-term plan to help keep customers loyal? #custserv KateNasser Must go. Tremendous chat. So glad I could be here tonight. Thx to our hosts. #custserv CustServGreeter RT @GregOrtbach: Q10: Do you have a long-term plan to help keep customers loyal? #custserv TeresaAllen RT @Hyken A8: Find out why, Apologize. Fix problem. Do it FAST! Goal; Don't just fix the problem, re-establish confidence. #custserv fmisle @GregOrtbach @MarshaCollier it was meh #custserv MarshaCollier @Hyken Money back is a great incentive #custserv AlHopper_ @HollyChessman I am well and busy. touched up a blog for next week and working on a final project and exam #custserv elizabethtraub @IamOkema I only had to do that once. Big guy swearing at my employees. Who was important in the moment...kind of call. #custserv tburgess57 @HollyChessman I just gave you some amazing chat options. #custserv is a good chat to be in complexified Yep: RT @AlHopper_ A9 yes. and more importantly, turned happy customers into fanatics and promoters #custserv CustServGreeter Hah! RT @fmisle: @GregOrtbach @MarshaCollier it was meh #custserv AmalsSadi RT @GregOrtbach: Interesting point. RT @changeguerilla: A1: Done it but can backfire. it can seem like a fob-off. #custserv peoplefw RT @tedcurtin: @MarshaCollier That's where the greatest #CustServ opportunities lie! Re: Turning disgruntled customers into brand
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W_Goddard CustServGreeter bettervideo seventhman
MasonONAIR GregOrtbach sstealey MarshaCollier AlHopper_ AlHopper_ sstealey AmalsSadi
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ABHuret elizabethtraub AmalsSadi CustServGreeter MikePetes
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AlHopper_ GregOrtbach BH_Social
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MarshaCollier peoplefw Hyken HollyChessman
advocates @KateNasser CYA Kate...have a great evening #custserv RT @IamOkema: #custserv |a10| Be myself. Be loyal to my company at the time and my customer. A9 Just last week. Replied fast/honestly to angry tweet abt long service outage. Several unsolicited RTs since. #custserv RT @BH_Social Brands that see retention as regaining pos biz perception rather than potential future sales are ones who do #custserv right RT @GregOrtbach: If you're NOT transparent with your customers, eventually they'll see right through you. #custserv I'm so glad you joined us. RT @changeguerilla: @GregOrtbach Cheers Greg! Enjoying my first #custserv chat!! RT @Hyken: A8: Find out why, Apologize. Fix problem. Do it FAST! Goal; Don't just fix the problem, re-establish confidence. #custserv RT @GregOrtbach Q10: Do you have a long-term plan to help keep customers loyal? #custserv @fmisle what was meh? the morning coffee before your flight out? ;0) #custserv RT @MarshaCollier: RT @GregOrtbach Q10: Do you have a long-term plan to help keep customers loyal? #custserv RT @KateNasser: Keep customers coming back w/ authentic CARE. Personal, reliable, engaging, and always there. #custserv RT @GregOrtbach: Q2: If you have customer service reps, do they make the decision to give something, or does someone else? #custserv A9 Sadly, the co's & industries that would benefit MOST from that are highly regulated & often can't: Elec, Cable, Phone, Airlines #CustServ @BarryBirkett yes it did. The confidence we instill in a tema is equally important. #CustServ RT @GregOrtbach: A2: I encourage my team to do what feels right as far as extras. I love it when they 'sell me' on this. #custserv @KateNasser Thanks, Kate! See you soon. :) #custserv @MarshaCollier agreed on depends on cust, some Co.s use metrics to factoe in lifetime value of cust and their probable churn rate #custserv RT @KateNasser: Keep customers coming back w/ authentic CARE. Personal, reliable, engaging, and always there. #custserv #custserv A10: Our short-term and long-term goals are the same. Do right by the customer & deliver on what we promised. #custserv A10 Brands should ensure every #custserv engagement ends w/providing direct contact info to show help will be available ASAP if again As long as I'm in business, I will treat my customers with the respect they deserve Q10 #custserv RT @Hyken A8: Find out why, Apologize. Fix problem. Do it FAST! Goal; Don't just fix the problem, re-establish confidence. #custserv RT GregOrtbach: Q10: Do you have a long-term plan to help keep customers loyal? #custserv @AlHopper_ Cool! Looking forward to reading your post and good
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luck on the rest. You are a busy man! #custserv peoplefw RT @iamokema: RT GregOrtbach: Q10: Do you have a long-term plan to help keep customers loyal? #custserv W_Goddard Have a Strategy! RT @MarshaCollier RT @GregOrtbach Q10: Do you have a long-term plan to help keep customers loyal? #custserv KatjaMatosevic @Hyken U make him feel that his opinion matter & acted professional. As a result you've been rewarded.Great example @zacharyjeans #custserv seventhman @Michael_Lytle Isn't that a bit awkward..? #custserv HollyChessman @AlHopper_ What's your final project? #custserv complexified #custserv A10: keep listening, keep learning, keep scanning for emergent patterns. Keep focused on relationship with custs elizabethtraub @catykobe thank you. later my acct. thought perhaps we could have done something different. Of course we could have. #custserv tburgess57 I think the worst customer service is in organizations that engrain it in their corporate culture #custserv MarshaCollier @HollyChessman I think "final project" sounds a bit ...um ...final? #custserv @AlHopper_ ImMarkBernhardt Q10: Do you have a long-term plan to help keep customers loyal? #custserv | A: Offer outstanding service. Back it up with results. AlHopper_ @HollyChessman I have to come up with a strategic management plan for an existing company of my choice. min length 15 pages #mba #custserv HollyChessman RT @tburgess57: Too many amazing chats on now: #custserv #rbchat #bloggab #getrealchat complexified RT @complexified My new blog post detailing ups & downs at @Guggenheim opening day of #Turrell: http://t.co/TcPEBA78pE #custserv AlHopper_ pshaw, i wish RT @MarshaCollier: @HollyChessman I think "final project" sounds a bit ...um ...final? #custserv @AlHopper_ #custserv CustServGreeter @tburgess57 Really? I find they are the best. #custserv bottomlineupfrt RT @KateNasser: Never forget one thing every customer wants -EASY. Complicated opens the door to competition. #custserv timeontaskva RT @Michael_Lytle: "Never confuse a quiet customer with a satisfied customer" Have the courage to ask questions! #custserv AmalsSadi \\u201c@GregOrtbach: Trust your reps to maintain your REP. #custserv\\u201d nyclq RT @complexified: #custserv A10: keep listening, keep learning, keep scanning for emergent patterns. Keep focused on relationship with custs fmisle @AlHopper_ no, the dinner I just had. #custserv peoplefw A10 #custserv my loyal customers become friends if they were not already. relationship starts prior to the 'sale' in most cases anyway BarryBirkett Do you feel some deserve less than others? PRT @marshacollier: ... I will treat my customers with the respect they deserve Q10 #custserv MarshaCollier #custserv RT @ginakayRE Widely thought price/discounting major reason for purchase-not. Listening/creating perception can be key to purchase AlHopper_ @fmisle lols. the girls say hi, btw #custserv BH_Social Another week in the books. Hope everyone has a great Weds-Mon
2013-06-26 1:59 am 2013-06-26 1:59 am 2013-06-26 1:59 am
DougWagner_ HollyChessman CASUDI
and see you next week for #custserv RT @MarshaCollier: As long as I'm in business, I will treat my customers with the respect they deserve Q10 #custserv @tburgess57 I'm impressed that you can keep track of that many at once. My brain would implode. Messy. #custserv RT @HollyChessman RT @tburgess57: Too many amazing chats on now: #custserv #rbchat #bloggab #getrealchat <== PICK ONE

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