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Customer Service Lessons from the Big 12

August 3, 2016
3 min read

I believe my son is an average 6-year-old. He likes Star Wars, Transformers, Wii and sports. When we moved to Norman, Okla., he saw the OU football poster and wanted one. So up one went on his wall! Then he wondered if he could get posters from the teams OU was playing. And thus, a quest began! Because the DMOs in the cities of the Big 12 have a strong relationship I was able to drop the other eleven a line and make the request. As some went unfulfilled, I started contacting the universities’ athletic departments myself. The result is…

August 2, 2016
2 min read

In CTA trainings, Stephen has a simple exercise which demonstrates that if we take simply a minute or two to engage with the customer, we can learn about them and how to serve them best. Imagine spending nearly 11 hours with a customer!? That’s what one Zappos customer service rep did: A Zappos Employee Had the Company’s Longest Customer-Service Call at 10 Hours, 43 Minutes Other good reads this week on customer service: Why Honest Customer Service Policies Are Good for Business L.L. Bean offers a ‘lifetime’ guarantee on its products. Isn’t that pricey for the company? Not if you keep…

July 26, 2016
6 min read

You should disconnect your social media networks. Social media outlets are completely different and require entirely different management. User behavior, consumption of information, structure of posts/tweets, and the ways fans and followers engage vary dramatically across the platforms. Here’s seven additional reasons you should disconnect your social media accounts.

Social Media – Snapchat, Facebook Changes and Mistakes to Avoid

July 21, 2016
2 min read

You’ve started your social media accounts. You’re posting. You’re tweeting. You’re pinning. Starting to get proficient at Facebook. Even used a #hashtag in a tweet. But now comes Snapchat. First we always coach, own one social media channel before starting your marketing on another channel. But if you’re ready to dive into Snapchat, here’s some help: Now Is The Perfect Time for Your Brand to Join Snapchat If you’ve previously thought Snapchat to be a social network used only by teens, it’s time to change that mindset. How Facebook’s Newest Update May Hurt Your Brand Since the beginning of the…

July 20, 2016
2 min read

Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds. Only three good reads on improving customer service but three very…

July 18, 2016
2 min read

Stephen speaks regularly on marketing, social media, email marketing and customer service. Probably the most asked question regarding email is ‘how often should we email?’ Stephen suggests at least once per month. Beyond that? It depends. Three ways to further answer how often you should email here: How Often Should You E-Mail Your List? I wish there was a simple, straight-forward answer, but the best I can do is tell you that it depends. For everyone that just groaned, let me explain that a little more. 7 Ways To Grow Your Email List There are certain measures you can take…

July 15, 2016
2 min read

One would tend to believe customer service is customer service. No trends. A smile is a smile. Empathy, listening, going the extra mile are standards. Apparently things change and what might have been hot is not. Shep Hyken, the customer service and experience expert with What’s Hot In Customer Service — And What’s Not Other good reads this week: There’s Much More to Customer Service Than Policies And Rules — It’s A Philosophy Customer service is a way of thinking that needs to be adopted by everyone in an organization, from the newest employee all the way up to the CEO.…

July 12, 2016
2 min read

You’ve started your social media accounts. You’re posting. You’re tweeting. You’re pinning. Starting to get proficient at Facebook. Even used a #hashtag in a tweet. But now comes Instagram and Snapchat. First we always coach, own one social media channel before starting your marketing on another channel. But if you’re ready to dive into Instagram or Snapchat, here’s some help: 13 Essential Instagram Tools for Social Media Marketing Without the right tools, it can be tough to get the results that you want. To help you turbocharge your Instagram account, we’ve put together a top-notch toolkit of Instagram apps that will…

July 8, 2016
2 min read

You’ve started your social media accounts. You’re posting. You’re tweeting. You’re pinning. Wondering though if you’re doing it right. Perhaps the Simple Social Media Guide for Small Businesses from the SBA can help. Small businesses can leverage different platforms for a variety of reasons to either expand visibility, increase sales, or inform their audience. Whether you’ve been active or considering a brand refresh, focus on a few best practices when approaching social media. There’s also these 5 Things To Do Before Your Startup Launches A Social Media Marketing Campaign Social media is no magic potion. It takes a lot of time and effort to make…

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Customer Service Lessons from the Big 12

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