A Birthday Surprise With Wings
On my afternoon Southwest flight from Nashville to San Diego, we were about 30 minutes from landing. The Flight Attendant flips on the intercom and speaks […]
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5 Practical Actions to Improve Customer Satisfaction
This article was originally published on the ICMI blog on March 21, 2017. Click here to read the original. More and more companies are surveying […]
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Confessions of a CSAT Superstar
This article was first published on the FCR blog on March 28, 2017. Click here to read the original. I recently had the opportunity to […]
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Deconstructing Goodbye: An Exploration in Creating An Effective Email Signature
Pop quiz: What is the single most impactful marketing message that you send every day? (source) I’ll give you a hint: it’s NOT the body […]
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How Machine Learning Can Add Value to Customer Service Automation
This article was originally published on CustomerThink.com as part of my monthly advisor column on February 9, 2017. Click here to read the original. It […]
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3 Creative Alternatives to Making a Customer Read (but it not feel like reading)
Perhaps I’m just bitter, but no one reads. We’re all lost in our own la la lands, zoning in only on what we want to see. […]
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Should Emerging Customer Service Channels Be Handled Like Chat or Email?
This article was originally published on CustomerThink.com and was my first Advisor Column on this site. Click here to read the original that was published […]
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6 Jeremy Sightings in the News
I’ve reached a point where I have a series of miscellaneous updates and announcements that I need to get off my chest, so I’ve elected […]
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2017 Social Media Customer Service Predictions
This article originally appeared on the FCR blog on January 10, 2017. Click here to read the original. I recently heard Jay Baer refer to […]
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Customer Relationship Management (CRM) Done Right
This post originally appeared on the FCR blog on January 3, 2017. Click here to read the original. A great customer relationship management (CRM) system […]
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