Archive for customerservice SmartBlogs

Listening to customers is easy when you like what they have to say. When they love your product and want more of it, when they express high levels of satisfaction and indicate a willingness to promote you to others, things are great.

What’s not so easy — and what some companies seem almost congenitally unable to do — is listen to the customer when the news is not so good.[…] Continue Reading »

This post is part of the series “Communication,” a weeklong effort co-hosted by SmartBrief’s SmartBlog on Leadership and the folks at Switch & ShiftKeep track of the series here and check out our daily e-mail newsletter, SmartBrief on Leadership. Don’t subscribe? Sign up.

C’mon, admit it: this is one of those songs that just get stuck in your head, with nearly 400 million viewings, according to YouTube estimates.[…] Continue Reading »

This post is part of the series “Communication,” a weeklong effort co-hosted by SmartBrief’s SmartBlog on Leadership and the folks at Switch & ShiftKeep track of the series here and check out our daily e-mail newsletter, SmartBrief on Leadership. Don’t subscribe? Sign up.

A couple of months ago, a Tesla owner in California plugged his Model S into an outlet in his garage to recharge it, only to realize shortly thereafter that his garage was on fire![…] Continue Reading »

Time Warner Cable will be taken over by Comcast is a $45.2 billion deal pending regulatory approval. The reports are already in about why this deal is happening, why cable companies are so big and monopolistic but also vulnerable.

But what I’m interested in is customer service — or the lack thereof. And, to that end, how cable companies have thrived without being valued by customers and whether that will change.[…] Continue Reading »

Those comfortable beds, big TVs and fancy pools? They’re not just in nice hotels anymore. According to Hilton Worldwide Director of Social Media Planning Vanessa Sain-Dieguez, with people’s homes becoming more like destinations, it’s not enough to compete with luxury features — hotels have to deliver amazing service.

One way Hilton Worldwide is doing it is through social media customer service that’s so proactive that one customer called it scary.[…] Continue Reading »