Use of Social Media for Customer Service: One More Way to Make or Break Your Brand!

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    {This article originally appeared as a guest post on Bill Quiseng’s customer service blog}   I recently read that live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email … Read More

5 Simple Things Customers Want To Know About You.

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 1. You Value Your Customers. The quote above by Jim Rohn really does sum up, fundamentally, what customers want and need from the brands with which they choose to do business. How well do you take care of your customers? Do you truly … Read More

A Final Peek: My Interview with a Zappos Leader.

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In the first of these articles, Rich Hazeltine of Zappos and I discussed the role that training and development plays in creating engaged employees, the challenges in moving away from a traditional model of management to a more self-organized one and … Read More

A Deeper Look: An Interview with a Zappos Leader

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This article is the second in a 3-part series based upon my interview with Zappos’ training and development leader, Richard Hazeltine. You can check out the first article here for my discussion with Richard about the role of training and … Read More

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