customer service tag
25 result(s) displayed for customer service (1 - 25 of 26):
Fill 'Er Up
Many business models are at odds with the customer wishes. Airlines want full planes. Customers don't want to be sardines and have bags checked for them.Consumers hope that not everyone is using the Internet at 8 PM. The ISPs need...
Strategic Thinking Necessary for SPs
Strategic Thinking is needed for service providers to get through the upheaval of the next couple of years. The last couple of years have been all belt tightening and cost cutting -- to the point that service delivery, sales and...
3 Lessons From Radio Shack
Before a plane ride, if I am out of books to read, I run to B&N. The last two trips have been a waste of time. One trip the sales clerk asked me what I was looking for, but they...
Verbal One Year Contracts
ATT has verbal one year contracts available. New service ordered within a few minutes for clients via an Authorized Solution Provider (agent). [This has to be for really simple stuff like POTS and DSL.]However, ATT doesn't send any TAC (terms)...
Why We Don't Have Customer Service
Bank analyst Dick Bove adds, "What my Wells Fargo experience suggests is that a successful bank is one that keeps seeking new customers and selling them more products and not getting bogged down by offering service. Second, it may be...
Bad News
I read all of HUgh Macleod's new book, Freedom is Blogging in Your Underwear [AFFIL], on the flight to Atlanta to speak at the ISP-CLEC show here. It certainly got me thinking. Bad news..... new marketing is just the same...
No Special Sauce
There is no special sauce.Everyone has the same technology (or will 5 minutes after you market yours).It was never about the technology.It has always been about the Customer Experience!(What do you think churn is all about? They don't like you...
Enchanting Keynote at Parallels Summit 2012
Guy Kawasaki was the keynote yesterday morning for the Parallels Summit 2012 in Orlando. (Vodka bar was open at 8:20 AM!) Guy talked about the key points from his book,Enchantment .One is You Must be Likable. Richard Branson of...
Social Media Channel Integration
An ITEXPO panel on Wed. discussed social media integration in the contact center. Sanjay Popli of LiveOps, Manuel Ramirez of Avaya, and Alex Quilici of YouMail spent 45 minutes talking about social media and call centers.There are five steps a...
Lying Will Kill the Sale
One of my coaching clients asked me how to dig deep into a service providers knowledge base to insure that they can actually deliver on what they say. I had to chuckle.In most cases, only a few people at any...
A Lesson From Netflix for You
Netflix lost 800K customers last quarter. In this article, Netflix explains that it made some errors in communication and branding. Netflix did a poor job of communicating the price increase to its customers. It did a poor job of explaining...
Well That Was Unsatisfying
Tuesday night was kind of the last straw. While watching CinemaNow through my LG Blu-Ray player, the movie - 30 Minutes or Less - must have stopped to buffer 10 times and actually stopped 3 times - in 90 minutes!I...
The Cellular Battle
I don’t mean the AT&T-T-Mobile merger, although that is just one battle in the war for cellular supremacy. (Other battles are Sprint with Clearwire, Sprint with the cablecos and the MVNO model.)“Former T-Mobile CMO Denny Post says carriers should focus...
Oracle Says RightNow
What surprised me about Oracle buying RightNow was that RightNow was worth $1.43B! My impression of RightNow was just a small CRM software-as-a-service comapny. Whoops! Just goes to show that you can’t watch hundreds of companies.RightNow positions itself, not as...
The Telco Customer Experience
There has been some buzz on twitter about the telcos working on bettering the customer experience. Despite JD Powers awards, the average customer is not happy.Those that are still on Telco 1.0 with POTS and DSL do not have a special relationship. And...
What Does an SLA Really Mean?
SLAstands for Service Level Agreement. Basically, an SLA is the minimum level of service that a carrier will deliver to you per your agreement. It is not a guarantee or an assurance that you will get that service. It means...
Service Provider Claims
What’s funny is when one service provider tells me how inept the other service provider in his region is. “We take customers from them all the time.” I hear the same exact thing from the other service provider.Two other funny...
Why Do I Have To Give You That Info Again?
Speaking with Fonolo CEO Shai Berger and I were talking last night about Call Centers and the lousy customer satisfaction. All the M&A activity creates pockets of technology and data and apps that cannot integrate easily with other pockets of...
How Important is Retention?
For service providers who understand the cost of customer acquisition, retention is an important metric. In fact, Wall Street calls it churn. It has to remain under 2% to be considered under control. For agents, retention is just as important. While...
Cricket Brought Dave
Tonight starting at 10:30 PM Cricket streamed the Mile High Music Festival. 2.5 hours later, Dave Matthews Band is still jamming with a mix of crowd favorites (like Two Step, Ants Marching and Jimi Things) and songs that they don't...
Unbelievable Response
Let's say that you are ITSP who provides white label Hosted PBX to service providers. Let's say you have issues delivering your service to that service provider. The issues are persistent. The service provider partner loses customers as a result....
TEDx Tampa Bay: Happiness is the Key
I was at TEDx Tampa Bay yesterday. (It's a local franchise under the TED umbrella. Charles Armstrong of SparkLabs is Tampa Bay's Steve Jobs - wait till you see the Tour Wrist. He stated in his talk, "The limits of what's possible is...
Applying Gary Vee
Last night I got to listen to Gary Vaynerchuk speaking about Crush It (Amazon affilaite link), his new book. He talked about branding your business via online marketing, which is what has made him famous (via video blogging about wine on Wine...
Customer Service Hall of Shame
CNN's Money's Customer Service Hall of Shame includes mainly banks and surprise telecommunications companies. These are the top 10: AOL, Comcast, TWC, Sprint, Cap1, HSBC, Abercrombie, Qwest, BOA, Citigroup....
The Pain of The Switch
Interesting report from Strategy Analytics: More folks would switch their triple play provider if they didn't have to waste a day or two waiting for the install. With that kind of stat, will any of the duopoly companies fix their...
