customer service Articles

Poor Customer Service Holding Back E-Commerce Sales
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Earlier this month comScore released its Q2 retail e-commerce sales estimates, which indicated that US online retail spending dropped from the same period from last year. This is only the second time that has happened.

What Works on Twitter May Work on Your eCommerce Site

A while back, I wrote a piece on a company called IMShopping, which was using Twitter for a fresh approach to eCommerce. Essentially what the company was doing was using a Twitter account to answer questions consumers have about products they are seeking, aiming to bring a human element often lacking in the online retail world.

Using Twitter for a Fresh Approach to eCommerce
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WebProNews looked at some interesting research from Forrester and Shop.org this week, which indicated that while online retail sales have been increasing, those for the majority of web-only businesses have actually remained flat or on the decline.

One startup launching this week thinks injecting a little human touch into eCommerce can be a way to combat this. Naturally, Twitter is the medium the company’s using to do this.

Google Needs Customer Service Brilliance Too
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The problem with being a dominant company comes when one treats customer service as another expense.

Zappos Will Pay You To Quit

As this past year at Yahoo! has been my first year working for what I’d consider to be a large company, I’ve become more interested in strategies around running and operating companies efficiently. My past experiences have been with startups or small companies where a lot of the challenges that larger companies face don’t exist.

Social Media Important In Purchasing Process
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The term "social media" might conjure up images of tossed sheep or sparkly profile pages, but a new study proves businesses need to take it seriously.  Consumers are quite willing to both share bad experiences and learn about what’s happened to others.

Customer Service Makes A Showing On Social Networks

Do you use the web to complain about poor customer service? (Maybe I should say "thanks," because you keep me busy with reputation management clients).

Well, if you do, you’re not alone. According to a new study by Society for New Communications Research 59% of respondents said they regularly use social media to "vent" about a poor customer service experience.

Three Steps To Fix Google Customer Service
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When it comes to taking care of customers, there are no mysteries; only the desire to invest in and support an effective customer service presence stands between companies like Google, and the joy they can deliver to people.

Consumers Intolerant Of Ecommerce Failures

Around 87 percent of consumers conducting transactions online have experienced problems according to a survey commissioned by Tealeaf and conducted by Harris Interactive.

The Best Defense Against Bad Word of Mouth

Uber customer service snafus like Jet Blue aside, a business is bound to catch a customer on a bad day – or vice versa. This can spawn a fiery blog post which, in plain view of Google, can morph into an issue with “negative fiscal ramifications” for the business in question.

PR Should Have a Hand in Customer Service

I’ve had two customer service encounters today that have me pondering—again—the link between PR and customer service. If public relations is the management and maintenance of relationships between organizations and their core audiences, customer service should be considered a linchpin. Customers have to be considered a vital audience, and in today’s world, word-of-mouth from customers is worth more than dozens of expensive, traditional PR, advertising, or marketing campaigns. Yet many companies continue to blow it on this most fundamental of activities.

Looking for Answers from Yahoo Answers

Yahoo Answers has some explaining to do.

Poor Customer Service Exposed

My saga of bad customer service continues…

The Charter Fiasco

A couple of months back my monthly bill for internet service at home changed from $34.99 to $39.94. Raises in fees are a fact of life and I never gave the $5 monthly increase more than a couple of seconds thought. That was until I got my bill last month which added an additional $15 to my newly increased monthly bill.

SEO Improves Customer Service

A group blog I write for on occassion is hosting a carnival of customer service and invited the group to contribute.This is a business blog directed towards small and medium sized businesses on issues ranging from legal considerations to SEO. The invite made me think about how SEO can affect a customer’s experience with a site and it’s brand.

How Not To Handle Customer Service Calls

I awoke this morning to a few inches of snow on the ground. Nothing unusual here in Colorado, but as it so happened the snow must have caused some problems in my internet connection.

Turning Customer Service Inside Out!

While companies focus thousands of dollars on external customer service in hopes of wooing and retaining customers, little attention is being paid to the effect poor internal customer service has on overall customer satisfaction.

Investing in Your Own Customers: a Neglected Skill

Most businesses spent time attracting customers to a product or service, trying to win their trust and then ending the whole process with a sale.

Customer Service is a Class Act

Here’s a question for you: What’s the difference between great service and great services? Let me tell you a quick story to help answer that question.

No, Really. Put The Customer In Charge

Guy Kawasaki* cranks out a top-10 list on “The Art Of Customer Service.” My favorite of the lot:

Driving Consumer Confidence in Self-Service

We all know the frustration of poorly designed automated systems. You email customer service only to receive an automated response that doesn’t answer your question.

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