KLM Provides Wait Time Estimates on Twitter Page

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide wait time estimates, updated every five minutes. This is a good example of an organization that meets customers where they are. Quick recap of a principle I’ve covered in other postings: as channels proliferate, it’s …

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Great Service Makes Us Feel Better

Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers were tested under laboratory conditions, 63% said they felt their heart rate increase when they thought about receiving great customer service. For 53% of those tested, receiving great service triggered the same cerebral reactions as …

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Know What's Important to Customers

A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast Response–20.9% Ease and Convenience–20.4% Friendly/Personalized Approach–18.4% My take? Common sense suggests that none of the other things matter if the issue isn’t resolved. Beyond that, I’ll …

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The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks

The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the definition of beware… be on guard, be wary. Remember in school when you got back graded tests? If the teacher caught you peeking at your neighbor’s score …

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Social Media Presence vs. Social Media Customer Care

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media. Is your organization part of the 34%? If so, check out this video. …

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