Tag Archives | Customer Service

Social User Channel Preferences Kuwait

How and why certain groups of people tend to use one social media platform over another and how businesses react to this. This is a brief study of how the 3 Kuwaiti telecoms use Facebook, Twitter and Instagram to varying degrees to interact with their customers. Companies studied are Zain, Viva Telecom & Ooredoo Kuwait. […]

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Paying Attention to the People with Kate Nasser

http://traffic.libsyn.com/cx404/CX404_Ep.005_Dont_Forget_Your_People_Kate_Nasser.mp3 Podcast: Play in new window | Download (Duration: 34:44 — 33.9MB) Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company. It is for this reason I was […]

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Situational Awareness in Customer Service (Russel Lolacher The Upsell)

http://traffic.libsyn.com/cx404/CX404_Ep.004_Russel_Lolacher.mp3 Podcast: Play in new window | Download (34.2MB) Russel Lolacher and I have a similar illness, we see every interaction people have with companies and think about how it could have been done differently or better. Sometimes, we are surprised at what we see. A previous girlfriend got tired of listening to his analysis […]

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Facebook stealing service away from Twitter?

Some new data came out this week from Socialbakers showing that the number of questions being asked on Facebook to brands has increased 26% in 6 months. So, what does this mean? Are people finding the fluid stream of Twitter less than comforting or helpful, or is Twitter too slow? Integrate don’t innovate when servicing customers

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