what top actions have the biggest impact on your customer's experience?

8/3/2019 What top actions have the biggest impact on your customer's experience?

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#custserv

@RichardNatoli: I'm motivated by the topic of#custserv b/c its both more simple and more complex than 99% of people think. How's

that?

November 9, 2011, 2:00 am

@TwtrChat411: Customer service chat #custserv is just starting moderated by @MarshaCollier@JeffreyJKingman


@DataLube: Key 2 #Success in yr #AutoCare venture? #CustServ, #Organization, #Flexibility, #Control, & proven #Software. Convert

yr data 2 DataLube #fb


@evanhamilton: Well, missed my ride so I get to join #custserv chat! That's not bad, eh? Pardon the heavy tweeting.


@BradLindemann: RT @JeffreyJKingman: Please pardon volume of tweets next hour plus due to 22nd month of#custserv


@JeffreyJKingman:@BradLindemann Hey! Long time! How ya been? #custserv


@evanhamilton: Hey folks, I'm Evan from @UserVoice. I love seeing people on both sides of#custserv have more time to waste,

instead of more wasted time.


@BradLindemann:@JeffreyJKingman Hola! Been a long time! Thats awesome RE #custserv growth! Hope all well.


@JeffreyJKingman: Woot! Welcome one and all to chat tonight. Is everyone else kicking butt on the week? #custserv


@evanhamilton: (I totally stole that line from @rrwhite, for the record) #custservNovember 9, 2011, 2:02 am

@evanhamilton:@JeffreyJKingman Hey Jeffrey! Kicking butt, though overwhelmed by 4 new hires. But that's a good problem to have. :)

#custserv


@JeffreyJKingman:@BradLindemann All is excellent. Have you seen that @amandakaufmann lately? She's AWOL. #custserv

2011-11-09 to 2011-11-09

516 Twitter search results

57 contributors

151 retweets 240 @replies 27 links
http://search.tweetreports.com/search_results.php?q=&ands=%23custserv&nots=&near=&within=&units=&ors=&to=&lang=&ref=&exc=&since=&until=&rpp=15&adv=Y&rkey=Y&start_date=2011-11-08&start_hour=20&end_date=2011-11-08&end_hour=21http://search.tweetreports.com/search_results.php?q=&ands=%23custserv&nots=&near=&within=&units=&ors=&to=&lang=&ref=&exc=&since=&until=&rpp=15&adv=Y&rkey=Y&start_date=2011-11-08&start_hour=20&end_date=2011-11-08&end_hour=21http://search.tweetreports.com/search_results.php?q=&ands=%23custserv&nots=&near=&within=&units=&ors=&to=&lang=&ref=&exc=&since=&until=&rpp=15&adv=Y&rkey=Y&start_date=2011-11-08&start_hour=20&end_date=2011-11-08&end_hour=21http://search.tweetreports.com/search_results.php?q=&ands=%23custserv&nots=&near=&within=&units=&ors=&to=&lang=&ref=&exc=&since=&until=&rpp=15&adv=Y&rkey=Y&start_date=2011-11-08&start_hour=20&end_date=2011-11-08&end_hour=21http://search.tweetreports.com/search_results.php?q=&ands=%23custserv&nots=&near=&within=&units=&ors=&to=&lang=&ref=&exc=&since=&until=&rpp=15&adv=Y&rkey=Y&start_date=2011-11-08&start_hour=20&end_date=2011-11-08&end_hour=21


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@JeffreyJKingman:@evanhamilton That is a GREAT problem to have, sir! #custserv


@MeasureCP: Hello! Sorry I am late...its been a while-sick babies. #custserv


@BlakeLandau: Hi #custserv folks. Providing a no-nonsense foodie point of view.


@JeffreyJKingman: We'll get moving once @MarshaCollier jumps in.. #custserv


@BradLindemann:@JeffreyJKingman why does it motivate me? Because I am a consumer who wants value for my dollar. #custserv


@JeffreyJKingman:@MeasureCP Hellooooooooo! #custserv


@JeffreyJKingman:@BlakeLandau #foodie heh heh.. She said #foodie :) Welcome! #custserv


@evanhamilton:@BlakeLandau Good to see you! We haven't crossed event paths lately :) #custserv


@MeasureCP: RT @JeffreyJKingman: Please pardon volume of tweets next hour plus due to 22nd month of#custserv


@JeffreyJKingman: What is this? Second week in a row I've country-western playing during #custserv


@ImMarkBernhardt: Hello, #custserv! Missed you last week.


@BradLindemann:@JeffreyJKingman Great! Lots of change in last 6 months - miss #custserv !!!


@JeffreyJKingman:@ImMarkBernhardt Hello! Welcome back :P#custserv


@seventhman: Hi everyone, Shaleen here from http://t.co/M5pgmiB5 & it's my first time to join #custserv Looking forward ;)



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@JeffreyJKingman:@BradLindemann I hear that - my new digs: http://t.co/X9lUq0XO#custserv


@ImMarkBernhardt: Thanks! RT @JeffreyJKingman: ImMarkBernhardt Hello! Welcome back :P #custserv


@bridgetlhk: Hi #custserv chat! I'm going to give participation a try tonight, even though I'm working again. Cold weather = slow

business.


@JeffreyJKingman:@seventhman Hello Shaleen :) Thanks for joining us. We're just waiting on co-host @MarshaCollier to get started

#custserv


@LovelyLu: Hi all! #custserv


@evanhamilton:@JeffreyJKingman #jealous #custserv


@JeffreyJKingman:@bridgetlhk Hey - stay warm.. put your feet by the fire :) #custserv


@ImMarkBernhardt: Hi, Louise! RT @LovelyLu: Hi all! #custserv


@JeffreyJKingman: Hiyas!! RT @LovelyLu: Hi all! #custserv


@GregOrtbach: Hello - glad to be participating with old (relatively speaking) and new friends tonight! #custserv


@ImMarkBernhardt:@bridgetlhk Chilly and rainy here, too. #custserv


@evanhamilton:@LovelyLu Hey, good to see you! #custserv


@ChiTribCS: HI all! Autumn here from the Chicago Tribune customer service team for my first chat#custserv


@evanhamilton:@GregOrtbach Good to see you, sir! #custserv


@EYellin:@GregOrtbach@JeffreyJKingman Thanks y'all. I guess I'm here for the chat finally. Yay. Good to see you both. #custserv



4/38

, ,

@ImMarkBernhardt:@GregOrtbach Hi, Greg! #custserv


@GregOrtbach:@evanhamilton Good to see you Evan! Still jamming? #custserv


@seventhman:@JeffreyJKingman Thanks! What will be tonight's topic? #custserv


@JeffreyJKingman:@EYellin Hi you :)) #custserv


@GregOrtbach: Glad! RT @EYellin:@GregOrtbach@JeffreyJKingman Thanks yall. I guess Im here for the chat finally. Yay. Good to see

you both. #custserv


@LovelyLu:@evanhamilton Hey Evan :-) #custserv


@MeasureCP:@ChiTribCS welcome!! #custserv


@GregOrtbach: Hello! RT @ImMarkBernhardt:@GregOrtbach Hi, Greg! #custserv


@evanhamilton:@GregOrtbach Yes indeed! I just released a new song today, actually: http://t.co/BQgQk3Hy#custserv


@JeffreyJKingman:@ChiTribCS Hello Autumn and welcome to the chat :)) Are you involved with SocialMediaClubCHI? #custserv


@anthonybrown:@JeffreyJKingman At the gym on a bike, hoping to get my learn on via #custserv. Followed @evanhamilton here. I'mwith @sfzoo.


@JeffreyJKingman:@GregOrtbach Hi Greg - did you scare off@RichardNatoli?#custserv


@MarshaCollier: Sorry #custserv - legal issues kept me away! OUCH!


@JeffreyJKingman:@anthonybrown Nice to e-meet you Anthony! Great to have you here! #custserv



5/38

@ImMarkBernhardt:@MarshaCollier Sounds intriguing... #custserv


@MarshaCollier:@JeffreyJKingman What question are we on? #custserv


@MeasureCP:@MarshaCollier did you slap someone in the grocery store?n #custserv


@JeffreyJKingman: We're on now!! @MarshaCollier (co-host) is here. :) #custserv


@evanhamilton:@anthonybrown You're a monster. In a good way, I mean. I'm drinking a beer instead of exercising. #custserv


@sumnermusolf: Sounds expensive. RT @ImMarkBernhardt:@MarshaCollier Sounds intriguing... #custserv


@JeffreyJKingman:@MarshaCollier Not started yet - should I give away number one? #custserv


@LucasRoasting:@JeffreyJKingman@MarshaCollier Sorry I'm joining #custserv late tonight.


@JeffreyJKingman: Topic tonight: What top actions have the biggest impact on your customer's experience? #custserv


@ChiTribCS:@measureCP thanks for the welcome! #custserv


@bridgetlhk:@ImMarkBernhardt@JeffreyJKingman At least it's dry inside #custserv


@JeffreyJKingman:@LucasRoasting We waited just for you :) #custserv


@MarshaCollier: Some energetic kid on eBay pulled an item as trademark violation. Good thing I kept email from manufacturer CEO

saying I was legit #custserv


@JeffreyJKingman:@sumnermusolfHey ya! #custserv


@ImMarkBernhardt: We're just getting started. Waited for you... :) RT @LucasRoasting:@JeffreyJKingman@MarshaCollier Sorry I'm

joining #custserv late tonight



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@GregOrtbach:@evanhamilton Cool - will check it out! #custserv


@sumnermusolf:@JeffreyJKingman - Mr. Kingman. #hattip #custserv


@JeffreyJKingman: Here we go.... batter(s) up! #custserv


@JeffreyJKingman: Q1 Is the sales process or the customer service process the most impactful on customer relationships? #custserv

#custserv


@MeasureCP:@MarshaCollier so, we both were on the phone with ebay tonight! n #custserv


@MarshaCollier: Q1 Is the sales process or the customer service process the most impactful on customer relationships? #custserv


@LucasRoasting:@JeffreyJKingman I was hoping so! Biggest aspect is admitting when wrong in #custserv and making issue right!


@anthonybrown:@evanhamilton My favorite iPhone time is on the bike. Can't do stationary cardio without it! #custserv


@GregOrtbach:@JeffreyJKingman A1: Most definitely the service process - anyone can sell, not everyone can provide value! #custserv


@bridgetlhk:@GregOrtbach Hi Greg! I've not been able to participate in #custserv chat for a while. Good to see everyone tonight.


@LovelyLu: A1 The sales process gets them, customer service keeps them. #custserv


@seventhman: RT @MarshaCollier: Q1 Is the sales process or the customer service process the most impactful on customer

relationships?#custserv


@LucasRoasting: RT @LovelyLu: A1 The sales process gets them, customer service keeps them. #custserv


@mollierosev: There's #custserv principle right there: apologize honestly & relatably. RT @marshacollier: Sorry #custserv legal issues

kept me away! OUCH!



7/38

@MarshaCollier:@measureCP Good thing I kept email from manufacturer CEO calling me a "trusted partner" - helps when VERO tries to

get you #custserv #eBay


@ImMarkBernhardt: Mileage may vary but ... what she said > RT @LovelyLu: A1 The sales process gets them, customer service keeps

them. #custserv


@evanhamilton:@anthonybrown I worry about the sweat on my electronics... #custserv


@sumnermusolf: A1 - The sales process is the hook; the #custserv experience determines whether they're food or live in an aquarium.


@JeffreyJKingman:@mollierosev Hello Mollie :) Joining us? #custserv


@tariq_ahmad: A1 #custserv most impactful. You can sell anyone anything, but getting to know customers as people makes a huge

difference.


@GregOrtbach: Glad to see you! RT @bridgetlhk:@GregOrtbach Hi Greg! Ive not been able to participate in #custserv chat for a while.

#custserv


@seventhman:@LovelyLu Love the logic>> A1 The sales process gets them, customer service keeps them. #custserv


@MeasureCP: a1: service. if you sell it and can't service it, client has regret. have to service to keep. forgive aversion to caps tonight.n

#custserv


@LucasRoasting:@MarshaCollier I can't get #UPS to put things in writing. Bad #custserv...the worst!


@MarshaCollier: Well put! RT @LovelyLu: A1 The sales process gets them, customer service keeps them. #custserv


@JeffreyJKingman:@tariq_ahmad Welcome back, Tariq! #custserv


@evanhamilton: Sales and service are absolutely most impactful. Marketing is important, but a customer forgets it the moment someone

is ajerk. #custserv


@anthonybrown:@MarshaCollier A1: Being a zoo, our customer service process is exponentially more important. {Product vs. Service}

#custserv



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@ChiTribCS: A1 I think the customer service experience is the most impactful-customers love talking to some1 who can really help w/the

issue #custserv


@MarshaCollier:@mollierosev When you're as smart as you are, you have leverage to make up words#custserv


@ChiTribCS: RT @LovelyLu: A1 The sales process gets them, customer service keeps them. #custserv


@mollierosev:@jeffreyjkingman I always keep an eye on #custserv. When you specialize in e-comm UX, it's an invaluable convo to

follow.


@MeasureCP: RT @ChiTribCS: A1 I think the customer service exp is most impactful-customers love talking to some1 who can rly help

w/the issue #custserv


@LucasRoasting: Does #custserv always get worse as companies grow larger?


@MarshaCollier: Might I just say that I'm honored to know the Penguin keeper at the #SFZoo @anthonybrown#custserv


@bridgetlhk: RT @LovelyLu: A1 The sales process gets them, customer service keeps them. #custserv


@mollierosev:@marshacollier Thank you! :) #custserv


@JeffreyJKingman: RT @LucasRoasting: Does #custserv always get worse as companies grow larger? #custserv


@RichardNatoli:@JeffreyJKingman I'm back... Had to "explain" to my daughter why she wasn't wearing shorts to school in November! :)

#custserv


@seventhman: A1: I'd go for customer service to keep customer trust #custserv


@Silk_Fudge:@JeffreyJKingman what's a #custserv idea for online business?


@ImMarkBernhardt: A1) Good customer service as differentiator can encourage customers to act as advocates, sales for your brand.

#custserv



9/38

@MarshaCollier:@anthonybrown Do you not think of your charges (penguins) as customers too? #custserv


@sumnermusolf: Without a watchful team... it's probable that it will. RT @LucasRoasting: Does#custserv

always get worse ascompanies grow larger?


@EYellin: yup RT @evanhamilton: Sales & serv are most impactful. Mktg is important, but customer forgets it the moment someone is

ajerk. #custserv


@MarshaCollier:@evanhamilton Do you still have that sweat problem? #custserv


@JeffreyJKingman:@RichardNatoli LOL - cute. #custserv


@JeffreyJKingman: RT @Silk_Fudge:@JeffreyJKingman whats a #custserv idea for online business? #custserv


@BradBennett: Article from @csuktv with data from @contactbabel on the rise of #webchat in #custservhttp://t.co/HVoNiv1L via

@CallCentreJobs1


@Assistly: 12 annoying social media practices you should consider changing to be more effective - http://t.co/isPxYA1Q #scrm

#custserv


@JeffreyJKingman:@Silk_Fudge Good question and you've asked on the right forum.. #custserv


@ChiTribCS: RT @seventhman: A1: I'd go for customer service to keep customer trust #custserv


@evanhamilton:@LucasRoasting Doesn't have to. I think the failure is no intentional scaling. Hence my project: http://t.co/FbO48FOK

#custserv


@RichardNatoli: A1: I have to say the sales process has a huge impact on customer perception. It's the first impression, yet often

overlooked. #custserv


@LucasRoasting:@sumnermusolfIn this instant age, why do we allow it to worsen? #custserv as a company grows should grow with

company!


@mollierosev:@marshacollier Sales process is important, but if#custserv is bad, the best sales team in the world won't keep your


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customers coming back.


@bonniebell: hey @MarshaCollier let me tell you, I had the worst #custserv experience everrrr with Uhaul recently. Finally resolved, but

my word.


@anthonybrown:@MarshaCollier Yes. I'm a glorified personal assistant to the most demanding 51 individuals you've ever met!

#custserv


@JeffreyJKingman:@bonniebell Hello Bonnie and welcome to #custserv


@MeasureCP:@bonniebell care to tell me about it offline, and I'll blog about it? n #custserv


@MarshaCollier:@LucasRoasting It's tough to maintain quality culture as you get big. @Dymo_Endicia does it well #custserv


@evanhamilton:@mollierosev Absolutely. Though some (not the majority) might argue they're versions of the same thing. #custserv


@evanhamilton:@bonniebell Blog post forthcoming? #custserv


@seventhman:@RichardNatoli first impression is building fire; customer service keeps it burning #custserv


@sumnermusolf:@LucasRoasting - you can tie that back into this discussion easily: Because sales directly affects the profit margin.

#custserv


@GregOrtbach:@bonniebell Great to see you Bonnie - welcome to #custserv


@RichardNatoli:@MarshaCollier I don't think it's tough to scale culture, I think people just assume it can flourish without tending it.

#custserv


@JeffreyJKingman: RT @seventhman:@RichardNatoli first impression is building fire; customer service keeps it burning #custserv


@anthonybrown:@seventhman@richardnatoli Well said! #custserv


@evanhamilton:@MarshaCollier I tried to fill my pores with putty on Halloween, but it didn't stick: http://t.co/wWvFL9uY#custserv



11/38

@LucasRoasting: RT @mollierosev:@marshacollier Sales process is important, but if#custserv is bad, the best sales team in the world

won't keep your customers coming back.


@MarshaCollier: Words of wisdom: RT @RichardNatoli: A1: I have to say the sales process has a huge impact on customer perception

#custserv


@sumnermusolf:@LucasRoasting - AND... the "instant" age hasn't caught on in the C suite much. Someone like @LisaPetrilli is working

on it. #custserv


@bonniebell:@GregOrtbach hi, thanks! my, you're all so welcoming! #custserv


@MeasureCP: RT @seventhman:@RichardNatoli first impression is building fire; customer service keeps it burning #custserv


@sumnermusolf: RT @MarshaCollier: Words of wisdom: RT @RichardNatoli: A1: I have to say the sales process has a huge impact on

customer perception #custserv


@evanhamilton: RT @seventhman: First impression is building a fire; customer service keeps it burning. #custserv


@GregOrtbach: Yes, and by the time you realize there's a problem it can be hard to solve. @MarshaCollier@LucasRoasting#custserv


@izcastillo: RT @tariq_ahmad: A1 #custserv most impactful. You can sell anyone anything, but getting to know customers as people

makes a huge difference.


@RichardNatoli:@sumnermusolfI think the instant age will catch on with any C-level if you show them why it should (ROI?) #custserv


@JeffreyJKingman: Next pitch (Q) - where's our batter? #custserv


@mike_nunes: RT @seventhman:@RichardNatoli first impression is building fire; customer service keeps it burning #custserv


@JeffreyJKingman: Q2 How do you measure which is more important: sales process or customer service? #custserv#custserv


@MarshaCollier: Classic! (and a little gross) RT @evanhamilton tried to fill my pores with putty on Halloween, didn't stick:

http://t.co/svE4I9BV#custserv



12/38

@MarshaCollier: Classic! (and a little gross) RT @evanhamilton tried to fill my pores with putty on Halloween, didn't stick:

http://t.co/9LTnKym2#custserv


@EYellin: Penguin experience analytics? RT @MarshaCollier:@anthonybrown Do you not think of your charges (penguins) as customers

too? #custserv


@LucasRoasting:@sumnermusolfis it safe to assume some companies don't care at all? #custserv


@MarshaCollier: A2: Isn't sales process and important part of#custserv?


@RichardNatoli: A2 "Importance" is relative. Each org has to define it's priorities, but in the end contrib to profit is king. #custserv


@sumnermusolf:@RichardNatoli It will, but it'll take time. Like mobile, it's hard for them to equate ROI to action (personnel,

commitment, etc.) #custserv


@MarshaCollier:@EYellin New acronym PEA @anthonybrown#custserv


@LovelyLu: A2 Why does one have to be more important than other - both equally important. #custserv


@evanhamilton: There's no choice between sales custserv. Can't serve people if they don't start using the product. Can't get moneyif they're unhappy.


@evanhamilton:@MarshaCollier That's what I was aiming for. ;) #custserv


@thelaurenklein: RT @EYellin: Penguin experience analytics? RT @MarshaCollier:@anthonybrown Do you not think of your charges

(penguins) as customers too? #custserv


@sumnermusolf:@LucasRoasting - it's not just safe... it's a given. Too many examples of clear abstinence. #custserv


@RichardNatoli:@sumnermusolfROI shouldn't be related to things like commitment. It's $...always. Get to $, you get to the C-suite.

#custserv


@seventhman: A2: I'd measure both as they're correlated #custserv



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@MeasureCP:@JeffreyJKingman A2: Sales are great. People who buy again are better.n #custserv


@mollierosev:@evanhamilton Totally. Also think ppl overlook role of on-site UX. Sales, UX custserv are all points where you cangain or lose a user.


@EYellin: Or PRM Penguin Relationship Management RT @MarshaCollier:@EYellin New acronym PEA @anthonybrown#custserv


@GregOrtbach: +1 RT @RichardNatoli: A2 "Importance" is relative. Each org has to define its priorities...in the end contrib to profit is

king. #custserv


@ImMarkBernhardt: RT @evanhamilton: There's no choice between sales custserv. Can't serve people if they don't start using theproduct. Can't get money if they're unhappy.


@Thejadelord: RT @MarshaCollier: Words of wisdom: RT @RichardNatoli: A1: I have to say the sales process has a huge impact on

customer perception #custserv


@marie_m_clark: RT @JeffreyJKingman A2: Sales are great. People who buy again are better. #custserv


@tariq_ahmad: A2: Sales are good. Building relationships with people even better. #custserv


@ChiTribCS: A2 I don't do much with the selling process, but maybe measure by how many customers stick w/the product or serviceafter starting #custserv


@mollierosev:@evanhamilton I'm a big advocate of single overarching vision governing all three in tandem rather than them being

separate depts. #custserv


@sumnermusolf:@RichardNatoli - agree. Wholeheartedly. #custserv


@ImMarkBernhardt: RT @marie_m_clark: RT @JeffreyJKingman A2: Sales are great. People who buy again are better. #custserv


@imacsweb: Late to #custserv and on mobile!


@sanchezjb: Customer Experience: What is in Unlimited Demand Yet in Limited Supply in the Modern World? http://t.co/pLwcOrcp #cxm

#cxo #custserv


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@MarshaCollier:@mollierosev@evanhamilton I agree that departments working in tandem #custserv


@sumnermusolf:@RichardNatoli - like you said: in the end, contribution to profit is king. It's the C suite's content. #custserv


@JeffreyJKingman:@marie_m_clark Hello Marie :)) and @imacsweb :)) #custserv


@GregOrtbach: Glad you're here Gary - how goes it? RT @imacsweb: Late to #custserv and on mobile! #custserv


@ImMarkBernhardt: Not also driving I hope... Hi, Gary! RT @imacsweb: Late to #custserv and on mobile!


@MarshaCollier: Good to see you! RT @imacsweb: Late to #custserv and on mobile!


@JeffreyJKingman: Welcome @sanchezjb .. #custserv


@wendieiland:@JeffreyJKingman Hey, Jerry! A2 Are you asking is for ways to measure the effectiveness of each? #custserv


@MarshaCollier: Q3 In customer service, what are the top three actions making the most impact in customer experience? #custserv


@RichardNatoli: I wouldn't go so far as to say sales is service, however service is definitely sales. #custserv


@sumnermusolf: wouldn't A2 be how long the customer has been a combo of engaged & good standing w/ the company? #custserv


@JeffreyJKingman:@Thejadelord Hello and thanks for joining us on #custserv


@EYellin: Marketing used to be sales, now it is service. If you're a smart company. #custserv


@seventhman: RT @tariq_ahmad: A2: Sales are good. Building relationships with people even better. #custserv


@JeffreyJKingman: I am indeed.. RT @wendieiland:@JeffreyJKingman Hey, Jerry! A2 Are you asking is for ways to measure the

effectiveness of each? #custserv


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@mojoneill: RT @EYellin: Marketing used to be sales, now it is service. If you're a smart company. #custserv


@GregOrtbach:@JeffreyJKingman Was someone about to say #zappos? #halftime #custserv


@JeffreyJKingman: RT @MarshaCollier: Q3 In customer service, what are the top three actions making the most impact in customer

experience? #custserv


@ChiTribCS: A2 Both sales & customer service are important in getting and keeping customers #custserv


@anthonybrown: RT @EYellin: Marketing used to be sales, now it is service. If you're a smart company. #custserv


@LucasRoasting:@sumnermusolfmy examples include telecommunications, shipping, oil...the big ones that you can't live without.

#custserv Do they care?


@marie_m_clark:@JeffreyJKingman Thanks! Late to the party tonight #custserv


@sumnermusolf: A3 - timeliness. Cleanliness (in issue resolution, in correspondence, in education). Friendliness. #custserv


@imacsweb:@GregOrtbach@ImMarkBernhardt@MarshaCollier happy to be here and NOT driving. Dinner in Plano, TX #custserv


@JeffreyJKingman: Already?? RT @GregOrtbach:@JeffreyJKingman Was someone about to say #zappos? #halftime #custserv


@evanhamilton:@GregOrtbach Oh dear, now I need to get them to refill my beer. #zappos #drink #custserv


@anthonybrown:@EYellin Yep! Very well said! #custserv


@MeasureCP: A3: Service, results, ROI #custserv


@RichardNatoli: A3: Understanding customer needs/desires, listening and communicating understanding, ethics. #custserv



16/38

@tariq_ahmad: A3: Being friendly, being helpful, and simply knowing the customer's name #custserv


@MarshaCollier: Exactly! (I used to work for the Trib) RT @ChiTribCS A2 Both sales & customer service are important in getting &

keeping customers #custserv


@wendieiland:@MarshaCollier A3 Ease of use, follow-through, and kindness.#custserv


@TheJohnYounger: RT @tariq_ahmad: A1 #custserv most impactful. You can sell anyone anything, but getting to know customers as

people makes a huge difference.


@EYellin:@anthonybrown@marshacollier Do penguins use social media? #custserv


@LovelyLu: A3 Speed, resolution, follow up#custserv


@imacsweb:@JeffreyJKingman@MarshaCollier A3: Listen. Validate. Execute. #custserv


@ChiTribCS: A3 Time it takes to respond, Actions on how the problem will be solved, Following up w/customer #custserv


@ImMarkBernhardt: Knowing name gets points RT @tariq_ahmad: A3: Being friendly, being helpful, and simply knowing the customer's

name #custserv


@LucasRoasting:@LovelyLu Agreed #custserv


@sanchezjb:@jeffreyjkingman Thanks. Joining late. Where has the day gone? #custserv


@ChiTribCS: RT @tariq_ahmad: A3: Being friendly, being helpful, and simply knowing the customer's name #custserv


@MeasureCP:@EYellin what kind of penguins? I know a lot of nuns who tweet and are on fb.n #custserv


@bonniebell: RT @imacsweb:@JeffreyJKingman@MarshaCollier A3: Listen. Validate. Execute. #custserv


@RichardNatoli: A3: How about just meeting expectations? That's a novel idea isn't it? #custserv



17/38

@seventhman: A3: Listen, Participate and Offer a One-and-Done Resolution #custserv


@EYellin: Ha. RT @measureCP:@EYellin what kind of penguins? I know a lot of nuns who tweet and are on fb.r#custserv

#PenguinRelationshipManagement


@MarshaCollier: Groundbreaking at the least! RT @RichardNatoli: A3: How about just meeting expectations? That's a novel idea isn't it?

#custserv


@GregOrtbach: A3: How about helping to make their lives simple whenever / however possible? #custserv


@marie_m_clark: RT @MeasureCP:@EYellin what kind of penguins? I know a lot of nuns who tweet and are on fb.


18/38


@BevHillsPorsche:#CustServ to be big topic @DigitalLA Cars Go Social panel w/BevHillsPorsche http://t.co/9ox3tw2z"


@EYellin: Gulp. Thank goodness someone said it. RT @GregOrtbach:@JeffreyJKingman Was someone about to say #zappos? #halftime

#custserv


@RichardNatoli:@sumnermusolfYet another revolutionary idea in #custserv ! Wow, we service pros really suck as a general rule, don't

we?


@MarshaCollier: RT @BevHillsPorsche:#CustServ to be big topic @DigitalLA Cars Go Social panel w/BevHillsPorsche

http://t.co/EISFN3Bp


@JeffreyJKingman: Winding up to pitch #4 #custserv


@EYellin:@JeffreyJKingman On deck... #4 #custserv


@billquiseng: RT @BradBennett: A very good post to read | Top 5 Customer Service Mistakes http://t.co/FkpuWEaM via @OpenForum

#custserv #in via @ClaudineOuellet


@seventhman:@GregOrtbach Sometimes, the best solution of them all is making things drop dead simple ;) #custserv


@imacsweb:@ImMarkBernhardt@RichardNatoli@MarshaCollier whatever the answer, businesses will loose customers faster than

ever...soon! #custserv


@JeffreyJKingman: Q4 What metrics do you use to measure the actions making impact in the customer experience? #custserv

#custserv


@evanhamilton: Response time (data: http://t.co/rCDKBpKv), documentation (data: http://t.co/MBhQeyh2), & empathy are top factors

in #custserv


@MarshaCollier:@sumnermusolfAre you doing TWO chats at once? #custserv


@ChiTribCS:@MarshaCollier How cool! Nice to e-meet you, Marsha. #custserv



19/38

@imacsweb: RT @BevHillsPorsche:#CustServ to be big topic @DigitalLA Cars Go Social panel w/BevHillsPorsche http://t.co/9ox3tw2z"


@LucasRoasting: A3 Resolution, Understanding of the customer, did I mention resolution??? #custserv


@BevHillsPorsche: Hope to see some of our #CustServ chat tweeps there!


@KnowledgeBishop:@MarshaCollier A3 1) Attentive listening, 2) intentional adjustments 3) Consistent follow up #CustServ


@ImMarkBernhardt: RT @JeffreyJKingman: Q4 What metrics do you use to measure the actions making impact in the customer

experience? #custserv


@sumnermusolf:@RichardNatoli - those that suck aren't the rule. (At least I don't want to believe it.) They're more the exception.#custserv


@RichardNatoli:@imacsweb I don't buy that. Why would we presume that biz is going to lose customers now? where are they going to

go? #custserv


@JeffreyJKingman:@MarshaCollier He's a two-timing-chat-son-of-a-gun. @sumnermusolf#custserv


@evanhamilton:@ImMarkBernhardt@RichardNatoli YES! Just did a preso where I yelled about this. Set expectations, hit infallibly, then

exceed. #custserv


@sumnermusolf:@MarshaCollier - uhhh... yes, ma'am. For the second hour in a row. Toozday's a buzy night. #custserv


@GregOrtbach: True - stay out of your own and their way whenever possible. @seventhman#custserv


@Thejadelord: RT @MeasureCP:@EYellin what kind of penguins? I know a lot of nuns who tweet and are on fb.n #custserv


@MeasureCP:@ImMarkBernhardt (waiting for someone to say NPS)...#custserv


@KnowledgeBishop:@MarshaCollier A1 The sales process sets the expectation but the #custserv process often fails to reach it. So I'd

say the latter.


@sumnermusolf: #busted RT @JeffreyJKingman:@MarshaCollier He's a two-timing-chat-son-of-a-gun. #custserv


20/38


@MarshaCollier: Good data! RT @evanhamilton: Response time ( http://t.co/cJcTKWno documentation (http://t.co/K7OQ59kc) &

empathy top factors #custserv


@SarahJaneMorris: For #APIs too! ;) @evanhamilton: Response time, documentation & empathy are top factors in #custserv


@wendieiland: Yes! Ease of use trumps all in today's marketplace. RT @MarshaCollier@GregOrtbach Making the process SIMPLE is key.

#custserv


@ImMarkBernhardt: Ahem... #acronympolice RT @measureCP: ImMarkBernhardt (waiting for someone to say NPS)... #custserv


@LucasRoasting:@sumnermusolfSo, is it only right to turn to the #socialmedia channels to create ripples when those industries don't do

#custserv right?


@evanhamilton:@MarshaCollier Thank you! #custserv


@MarshaCollier:@KnowledgeBishop It's "the process" then? #custserv


@sanchezjb: RT @knowledgebishop@MarshaCollier A3 1) Attentive listening 2) intentional adjustments 3) Consistent follow up

#CustServ < 4) Org learning


@mike_nunes: A4) NPS(Net Promoter Score) seems to be the dominate metric. #custserv


@EYellin:@JeffreyJKingman Q4: All my measures are intangible & intuitive. Measuring diminishes the experience. Hard one. #custserv


@MarshaCollier:@sanchezjb Organizational learning and culture are key - you're right! #CustServ


@KnowledgeBishop: The customer wants the service they were promised, at the price they agreed to. #CustServ


@MeasureCP:@ImMarkBernhardt Net Promoter Score... #arrestedbyacronympolicen#custserv


@LovelyLu: +1 RT @EYellin:@JeffreyJKingman Q4: All my measures are intangible & intuitive. Measuring diminishes the experience.

Hard one. #custserv


21/38


@sumnermusolf: RT @EYellin:@JeffreyJKingman Q4: All my measures are intangible & intuitive. Measuring diminishes the experience.

Hard one. #custserv


@mojoneill: "40% of your customer service emails could be answered by your FAQ" | http://t.co/iPLX5Z90 #techcomm #custserv


@imacsweb:@RichardNatoli most verticals have multiple providers. Loyalty is critical but lack of action leads to attrition. #custserv


@marie_m_clark: RT @mike_nunes: A4) NPS(Net Promoter Score) seems to be the dominate metric.


22/38

@MarshaCollier: Been saying this for ages! RT @mojoneill: "40% of customer service emails could be answered by your FAQ"

http://t.co/Af6K0Erw#custserv


@JeffreyJKingman:@MeasureCP Hey - do you know @sexythinker down your way?#custserv


@seventhman: A4: CSAT surveys help me a lot + Monitoring mentions/reviews online #custserv


@card4net: RT @KnowledgeBishop: The customer wants the service they were promised, at the price they agreed to. #CustServ


@marie_m_clark:@mike_nunes: small local biz may have great service before and after sale, but not any NPSn #custserv


@ImMarkBernhardt: Quallitative > RT @LucasRoasting: Metrics = the customer walks away feeling s/he has been heard with a fair

resolution in place. #custserv


@MarshaCollier: ACTION is what matters RT @imacsweb most verticals have multiple providers. Loyalty critical but lack of action leads to

attrition #custserv


@RichardNatoli:@MarshaCollier Couldn't 40% of emails also be answered via autoresponders then? hmmm.... #custserv


@sumnermusolf:@LucasRoasting - not sure #socialmedia will create the ripples that they will feel (in the wallet, most of all). Not yet,

anyway.#custserv


@JeffreyJKingman: RT @marie_m_clark:@mike_nunes: small local biz may have great service before and after sale, but not any NPS

#custserv


@MeasureCP:@JeffreyJKingman No, but I may have to look her up. She's an hour away! #custserv


@BevHillsPorsche: This #CustServ chat is too fast for my BlkBrry but I'm still following.


@evanhamilton:@EYellin What's great about @anthonybrown is that you make jokes about him & then he shows you that he's epic at

social media. :) #custserv


@BradBennett: #Customer Conversations on #Twitter Are Good #Brand Management http://t.co/OAEgPNnZ #socbiz #custserv #Latam

via @gpach01



23/38

@JeffreyJKingman:@RichardNatoli Interesting. #custserv


@imacsweb:@JeffreyJKingman A4: contacts, visits, revenue, retention.#custserv


@evanhamilton:@RichardNatoli I'm not sure what you mean by "responding in time"... #custserv


@GregOrtbach: But... over 50 % of your customers will never check your #faq! @MarshaCollier@mojoneill #conundrum #custserv


@ImMarkBernhardt: RT @imacsweb:@JeffreyJKingman A4: contacts, visits, revenue, retention. #custserv


@sumnermusolf:@evanhamilton - that's just a great way to get visible quickly. :) cc: @EYellin@anthonybrown#custserv


@JeffreyJKingman:@BevHillsPorsche Plug the B-Berry into the Porsche you're sitting in... #custserv


@EYellin:@evanhamilton@anthonybrown rocks. #custserv


@MarshaCollier:@RichardNatoli Not at all, visit the Customer Service page at @ThinkGeek - a top example of a FAQ page #custserv


@ShariRisoff: RT @MarshaCollier: Been saying this for ages! RT @mojoneill: "40% of customer service emails could be answered by your

FAQ" http://t.co/Af6K0Erw#custserv


@RichardNatoli:@GregOrtbach That's exactly where I was going! #faq #conundrum #custserv


@MarshaCollier: But.. that's 50% less emails RT @GregOrtbach: over 50 % of your customers will never check your #faq!

@MarshaCollier@mojoneill#custserv


@wendieiland: Taking those calls builds loyalty! RT @mojoneill 40% of customer service emails could be answered by your FAQ

#custservn2 minutes ago via


@RichardNatoli:@evanhamilton I'm asking if response time means responding in a time that meets expectations rather than "in X

minutes". #custserv



24/38

@imacsweb: AMEN RT @MarshaCollier:@RichardNatoli Not at all, visit the Customer Service page at @ThinkGeek - a top example of a

FAQ page #custserv


@ImMarkBernhardt: Or calls RT @MarshaCollier: But.. that's 50% less emails RT @GregOrtbach: over 50 % of your customers will never

check your #faq! #custserv


@maggielmcg: RT @Shoutlet: .@HuffPostUK's look at how social is changing customer service #custserv #cmgr http://t.co/FvPoEUsu

#assnchat


@MarshaCollier: Q5 What actions common in big brands have the least impact in customer service? The most? #custserv


@JeffreyJKingman: RT @MarshaCollier: Q5 What actions common in big brands have the least impact in customer service? The most?

#custserv


@bikespoke: RT @MarshaCollier:@RichardNatoli Not at all, visit the Customer Service page at @ThinkGeek - a top example of a FAQ

page #custserv


@BevHillsPorsche:@JeffreyJKingman LOL I'm not in a Porsche I'm at our new neighbor The Hill Bar & Grill talking social media.

#CustServ


@evanhamilton:@MarshaCollier@GregOrtbach Don't want to be sales-y in here, but the data is based on our tool which surfaces FAQs

while you type #custserv


@MarshaCollier:@WendiEiland All business, big & small needs to stay on top of the calls! #custserv


@MeasureCP:@JeffreyJKingman care to make an introduction to @sexythinker#custserv


@sanchezjb: RT @gregortbach Over 50 % of your customers will never check your #faq! < B/c most FAQs don't answer customer needs!

#custserv


@bikespoke: RT @KnowledgeBishop:@MarshaCollier I'd say the #custserv process matters more


@niceworkmsft:@MarshaCollier An experience should be completely painless for the customer--it should look effortless #custserv



25/38

@RichardNatoli:@MarshaCollier No offense, but I was LOOKING for that FAQ and couldn't find it. No thanks, I'll call or email. #custserv


@evanhamilton:@RichardNatoli The post suggests "in x minutes", though I think expectation is absolutely part of that. #custserv


@eBrekh: gee @DirecTV I sure wish I could watch my HOMETOWN Buffalo Sabres game right now! Bastards! #CustServ


@LucasRoasting: RT @niceworkmsft:@MarshaCollier An experience should be completely painless for the customer--it should look

effortless #custserv


@mojoneill:@MarshaCollier@GregOrtbach trust takes time and quality, whether it's a CS rep, a FAQ or docs. #custserv


@mike_nunes:@marie_m_clark It's a phone survey: http://t.co/dwGiXaBF . Small biz just need to pick up the phone and listen

#custserv


@JeffreyJKingman:@MeasureCP Certainly! Hey Amanda @sexythinker - you two might want to chat sometime.. #custserv


@robinmccu:@measureCP #arrestedbyacronympolice still laughing @that one #custserv


@wendieiland:@RichardNatoli@GregOrtbach So with you guys on this. #FAQ#custserv


@LovelyLu: A5 Live chat that is always 'offline', email support with slow turn around time. #custserv


@bikespoke:@KnowledgeBishop@MarshaCollier A3 Adjust your listening techniques frequentely #Custserv


@JeffreyJKingman: RT @niceworkmsft:@MarshaCollier An experience should be completely painless for the customer--it should look

effortless #custserv


@seventhman:@RichardNatoli in a contact center setup, you can measure it by FCR/first call resolution rate #custserv


@MarshaCollier:@RichardNatoli Just click CUSTOMER SERVICE from http://t.co/fK9lNu1x#custserv@thinkgeek



26/38

@mojoneill:@WendiEiland Yes, build loyalty, so long as you actually practice customer care and not perform service theater. #custserv


@GregOrtbach:@sanchezjb@marshacollier@richardnatoli It's like support ticket systems - they're great for the providers, not

necessarily for #custserv


@MeasureCP:@eBrekh KY sabres fan here. #custserv


@sanchezjb: FAQs have the potential to be a significant #custserv differentiator w/content curation.


@KnowledgeBishop:@MeasureCP Bingo! I'm tracking something I call "Net Social Sentiment" which does exactly that: Not "would you?"

but "have you?" #CustServ


@EYellin:@RichardNatoli Amen on all you say tonight #WhatHeSaid #custserv


@evanhamilton: Though I think documentation is great, I think the big biz practice of huge manuals is a big fail for #custserv


@ImMarkBernhardt: Yep, why have chat if always offline...? MRT @LovelyLu: A5 Live chat that is always 'offline'... #custserv


@sumnermusolf: RT @evanhamilton: Though I think documentation is great, I think the big biz practice of huge manuals is a big fail for

#custserv


@LucasRoasting: RT @mojoneill:@WendiEiland Yes, build loyalty, so long as you actually practice customer care and not perform service

theater. #custserv


@sanchezjb: RT @bikespoke RT @MarshaCollier @RichardNatoli Not at all, visit #CustServ pg @@ ThinkGeek - top example of a FAQ

page #custserv


@MeasureCP:@KnowledgeBishop ooh...would like to discuss that with you offline. You game? #custserv


@ChiTribCS: A5 Most impact - Social Media presence, Least impact - Too long to resolve issue/no follow-up #custserv


@wendieiland:@RichardNatoli@GregOrtbach Do you think our anti-FAQ thing is generational? Do Y & Z feel the same? #custserv

http://twitter.com/http://twitter.com/http://twitter.com/richardnatolihttp://twitter.com/http://twitter.com/marshacollierhttp://twitter.com/http://twitter.com/bikespoke


27/38

@MarshaCollier: More when used correctly RT @sanchezjb FAQs have potential to be significant#custserv differentiator w/content

curation.


@bikespoke: A5 An amazing stat 60% of cusomers leave mobile sites because of inability to engage the source via Google-Mobile#custserv


@MarshaCollier:#custserv RT @jgoetting: websites should lead clients to the faq put a few of the most common questions and answers

on the main page


@MeasureCP:@ImMarkBernhardt we had to turn our chat off because it was never used by clients. It was used by our shoppers. n

#custserv


@scoremoresales: RT @LucasRoasting: RT @niceworkmsft:@MarshaCollier experience should be completely painless for customer-

should look effortless #custserv


@ImMarkBernhardt: RT @bikespoke: A5 An amazing stat 60% of cusomers leave mobile sites because of inability to engage the source

via Google-Mobile #custserv


@RichardNatoli: Isn't it arrogant to lump "Self Service" in with "Customer Service" and declare them interchangable? Our convenience

isn't their #custserv


@seventhman: A5: Ignoring customer complaints on social networking sites like Twitter + Unresponsiveness #custserv


@GregOrtbach: Thanks Wendi - don't get me started on support tickets!Critical yes, but don't force custs to use 'em. @WendiEiland

@RichardNatoli#custserv


@mojoneill:@ImMarkBernhardt Indeed. But huge is not measured by page count. Is the internet "too big"? large scope is not bad. if

findable. #custserv


@MarshaCollier:@jgoetting Don't forget our hashtag #custserv (thanks for joining in)


@diandreac: RT @MeasureCP: Interesting thing about NPS is that it asks would you..I'd like to see it say Have You...So, a4: Metric-haveyou recommended usn #custserv


@GnosisArts: RT @RichardNatoli: I'm motivated by the topic of#custserv b/c its both more simple and more complex than 99% of

people think. How's that?



28/38

@evanhamilton:@MarshaCollier@jgoetting I think you need to go farther. Random articles is way less useful than contextual articles.

#custserv


@niceworkmsft:@MarshaCollier Mind you, I have no clue what the topic is as usual, but I like puppies, so that makes up for it


29/38


@BurgerBitchYYJ: Extremely pleased to see @greenrelish of Cafe Mexico taking time & effort to respond professionally to my #custserv

blog review. #yyj


@MarshaCollier: RT @JeffreyJKingman: Q6 What actions are the top most positive in customer service? #custserv#custserv


@evanhamilton:@RichardNatoli Lotsa folks don't wanna waste time/energy interacting with a person. Offering (not forcing) self-help is a

win IMO #custserv


@KnowledgeBishop:@MarshaCollier Most #CustServ impact? Connection of social dialog to backend data: The essential work that

underscores Social CRM ( #scrm )


@tariq_ahmad: A6: A follow-up call to check on the customer and their purchase goes a long ways. Thank You card is nice as well#custserv


@RichardNatoli:@sumnermusolfIf they want it, sure...give it to them. Just don't thump yer chest for #custserv success. It's a freaking

document!


@GregOrtbach: Maybe so but cust should decide when resolved not comp RT @MarshaCollier: Support ticket system at least keep the big

boys in line #custserv


@sumnermusolf: A6 - Validating. Resolving (if necessary). Being "ful" - respectful, thankful. #custserv


@LucasRoasting: RT @JeffreyJKingman: Q6 What actions are the top most positive in customer service? #custserv#custserv


@seventhman: ... and they say there's only one boss: The Customer #custserv


@marie_m_clark:@RichardNatoli@gregOrtbach: As a customer, tix are important to me so I at least know someone recorded hearing

men #custserv


@MarshaCollier: RT @1MiamiHurricane:@jgoettingTrue. But if some1 tweets a #custserv complaint, they should not be sent to generic

contact info @americanair


@niceworkmsft:@JeffreyJKingman I think when a customer needs something, and the rep just takes care of it, with no bugs #custserv

@MarshaCollier



30/38

@EYellin:@anthonybrown Love it. Those are measures that must have parallels with humans. I especially like preening and burrow

ownership. #custserv


@GregOrtbach: Agreed RT @RichardNatoli:@GregOrtbach I have yet to find a customer that finds... a service ticket to be important to

them. #custserv


@wendieiland: RT @JeffreyJKingman: Q6 What actions are the top most positive in customer service? #custserv


@evanhamilton:@RichardNatoli@gregortbach +20. We make a ticket system, but we try to focus on answers. Nobody cares at all about

yr system. #custserv


@sumnermusolf:@RichardNatoli - I would claim it's a diluted version of#custserv, but I agree in its overall presentation...


@ChiTribCS: RT @JeffreyJKingman: Q6 What actions are the top most positive in customer service? #custserv#custserv


@bridgetlhk: RT @bikespoke: A5 An amazing stat 60% of cusomers leave mobile sites because of inability to engage the source via

Google-Mobile#custserv


@ImMarkBernhardt:@measureCP Do you have client login, behind which you could add the chat, if that's the target audience? Drop from

shopper-facing.#custserv


@MarshaCollier: Tonight's words of wisdom will be archived here: Twitter Customer Service #custserv Chats http://t.co/T3Fkgydg


@MeasureCP: A6-hugging your customer (taking care of them/ checking in), and rewarding the person & the company who gave you a

referral.n #custserv


@RichardNatoli:@evanhamilton We keep our ticketing to ourselves. :) Sure, you need to do it, but you don't talk about it! #custserv


@gloshuertos:@MarshaCollier@jgoetting Use context based on the customer - e.g. did they recently order something? - to suggest

answers #custserv


@mojoneill:@evanhamilton I've avoided fixing a problem just because fixing meant having to talk to #custserv. I am not alone. Self-

help has its place.



31/38

@LucasRoasting: A6 Taking responsibility when your company or another company fails and making it right ASAP! #custserv

@jeffreyjkingman


@MeasureCP:@ImMarkBernhardt actually, we just split our site in two. when it relaunches, we will be able to tell whether its shopper/

client #custserv


@anthonybrown:@MarshaCollier A5: Most impact: 1-on-1 with friendly knowledgable people. #custserv


@evanhamilton: Most positive action in customer service is honesty. Nobody likes BS, and there's too much of it in #custserv


@marie_m_clark: A6: fix it fast (whatever /it/ is) and with no hassles to customer #custserv


@niceworkmsft: RT @MarshaCollier: Tonight's words of wisdom will be archived here: Twitter Customer Service#custserv

Chats http://t.co/T3Fkgydg


@seventhman: A6: Delivering MORE than what was promised a.k.a 'Going the Extra Mile' #custserv


@evanhamilton:@RichardNatoli Exactly! #custserv


@ChiTribCS: I agree! RT @anthonybrown:@MarshaCollier A5: Most impact: 1-on-1 with friendly knowledgable people. #custserv


@judyshapiro: RT @MarshaCollier: Been saying this for ages! RT @mojoneill: "40% of customer service emails could be answered by

your FAQ" http://t.co/Af6K0Erw#custserv


@MeasureCP:@ImMarkBernhardt so, yes, that is the plan! #custserv


@imacsweb:@RichardNatoli I'd agree overwhelmingly but the market will dictate if that dynamic changes. And it may! #custserv


@wendieiland: Yes! RT @niceworkmsft I think when a customer needs something, and the rep just takes care of it, w/no bugs #custserv


@KnowledgeBishop:@JeffreyJKingman A6 Doing the hard data management work BEFORE the #custserv interaction, to ensure a

convenient experience for the customer


@evanhamilton:@mojoneill Totally. Talking to AT&T makes me want to die, I'll take self-help any day there. The option is what I want.

#custserv


32/38


@GregOrtbach:@marie_m_clark I agree on having a reference point (& for internal use) but forcing on custs convoluted and

counterproductive to #custserv


@sanchezjb: A6 Customer issue/problem ownership, resolution, and follow-up are the top most important #custserv actions.


@robinmccu: A6: followup and serve #custserv


@jgoetting:@MarshaCollier whoops will remember next time. #custserv


@marie_m_clark:@GregOrtbach a great topic for another chat :-)n #custserv


@LucasRoasting:@marie_m_clark AGREED! #custserv


@evanhamilton: Slow start but things are rockin' in #custserv chat tonight. Love it!


@MarshaCollier: Simple and sweet! RT @robinmccu: A6: followup and serve #custserv


@GregOrtbach: Nice job @jeffreyjkingman@marhshacollier and everyone for a lively lightning speed discussion about#custserv


@LucasRoasting: RT @marie_m_clark: A6: fix it fast (whatever /it/ is) and with no hassles to customer #custserv


@GregOrtbach: Absolutely. :) RT @marie_m_clark:@GregOrtbach a great topic for another chat :-) #custserv


@LucasRoasting: RT @evanhamilton: Most positive action in customer service is honesty. Nobody likes BS, and there's too much of it in

#custserv


@ImMarkBernhardt: Segmentation does indeed help. RT @measureCP: ImMarkBernhardt so, yes, that is the plan! #custserv


@bikespoke:@KnowledgeBishop@JeffreyJKingman A6 The importance of BI & CI, know the customer narrative of your #custserv



33/38

@MarshaCollier: We're slow starters ;) RT @evanhamilton: Slow start but things are rockin' in #custserv chat tonight. Love it!


@JeffreyJKingman:@GregOrtbach What was that topic - missed it..#custserv


@jgoetting:@JeffreyJKingman quick response #custserv


@GregOrtbach: A6: To serve and RESPECT @MarshaCollier@robinmccu#custserv


@seventhman: RT @MarshaCollier: Simple and sweet! RT @robinmccu: A6: followup and serve #custserv


@sumnermusolf: A6 - a coordinated effort on the length/breadth/depth of#custserv you're going to give. Night shift needs to give same

as I do.


@sanchezjb: Biggest #custserv detractors 1) Customer issue/problem hand-offs 2) Inordinate delay in resolving problem.


@LucasRoasting:@evanhamilton AGREED! No one likes the jerks that put a customer through hell and forgets to pull them out of hell!

#custserv


@JeffreyJKingman:@bikespoke BI=biz intelligence, CI= customer intel?? #custserv


@MarshaCollier:@JeffreyJKingman Topic tonight: What top actions have the biggest impact on your customer's experience? #custserv


@sumnermusolf: Amen. RT @evanhamilton: Most positive action in customer service is honesty. Nobody likes BS, and there's too much

of it in #custserv


@RichardNatoli:@sanchezjb I think the biggest #custserv detractor is the company that doesn't want to provide service in the first

place.


@MarshaCollier: Please DM @JeffreyJKingman or me with topic suggestions for next week #custserv


@anthonybrown:@MarshaCollier@robinmccu Agreed! "follow up and serve" #custserv



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@wendieiland: A6 People need to feel heard. To be noticed. Even big corps can deliver on that if it's a priority. #custserv


@JeffreyJKingman: At top of hour will publish 24 hour stats on #custserv


@mojoneill: RT @RichardNatoli:@sanchezjb I think the biggest #custserv detractor is the company that doesn't want to provide servicein the first place.


@SINYCliving: RT @KnowledgeBishop: The customer wants the service they were promised, at the price they agreed to. #CustServ


@sumnermusolf:@RichardNatoli - biggest one for me is one that claims it's providing service & yet falls way short of it. cc: @sanchezjb

#custserv


@JeffreyJKingman: This chat is nearing two full years going strong by Christmas 2011. #custserv


@RichardNatoli:@sumnermusolfNow that is a common issue if you ask me. #custserv


@EYellin: I got sidetracked by penguin thoughts. Sorry everyone. So I'll just help wrap it up by saying Zappos... gulp. #custserv


@anthonybrown:@wendieiland And soon they will have to, if they're to survive. Amazing #custserv IS a competitive advantage!


@evanhamilton:@wendieiland Totally! We've seen huge open rates on status update emails from our feedback forum. People LVOE being

heard. #custserv


@oneairspace: Amen! @evanhamilton Most positive action in customer service is honesty. Nobody likes BS, and there's too much of it in

#custserv


@MarshaCollier: RT @JeffreyJKingman: This chat is nearing two full years going strong by Christmas 2011. #custserv


@sanchezjb:@richardnatoli Point well made. Then we need to talk about front-end and back-end #custserv detractors.


@GregOrtbach: Dang - I issed the first 7 months! :) RT @JeffreyJKingman: This chat is nearing two full years going strong by Christmas

2011. #custserv


@JeffreyJKingman: We should have around 190,000 archived tweets on hashtag over at @Twapperkeeper - they are "down" tonight.


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#custserv


@ImMarkBernhardt:@mojoneill I'm for repurposing the resource -- chat or otherwise -- to address the customer segments efficiently.

#custserv


@seventhman:@JeffreyJKingman Wow, congrats! >> This chat is nearing two full years going strong by Christmas 2011. #custserv


@sumnermusolf: :) RT @EYellin: I got sidetracked by penguin thoughts. Sorry everyone. So I'll just help wrap it up by saying Zappos...

gulp. #custserv


@fmisle: Dang it!! Been too busy this past few weeks, sorry I've not been able to join #custserv (cc @RoyAtkinson@MarshaCollier )


@imacsweb: RT @JeffreyJKingman: This chat is nearing two full years going strong by Christmas 2011. #custserv


@EYellin:@evanhamilton Listening is an act of service to others. It takes patience, kindness and caring. Big parts of good #custserv,

right?


@fmisle: RT @JeffreyJKingman: This chat is nearing two full years going strong by Christmas 2011. #custserv


@bikespoke:@JeffreyJKingman Yes. #custserv


@GregOrtbach: Apparently someone also swiped my "m" RT @GregOrtbach: Dang - I issed the first 7 months! :) #custserv


@sumnermusolf:@RichardNatoli - more common that it ever should be. #custserv


@MarshaCollier: Brilliant: RT @EYellin Listening is an act of service to others. It takes patience, kindness and caring. Big parts of good

#custserv, right?


@ChiTribCS: Congrats! This is a GREAT chat! RT @JeffreyJKingman: This chat is nearing two full years going strong by Christmas 2011.

#custserv


@GregOrtbach: Glad you stopped by! RT @fmisle: too busy this past few weeks, sorry Ive not been able to join (cc @RoyAtkinson

@MarshaCollier ) #custserv



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@mojoneill:@ImMarkBernhardt Just worry that serendipity gave you a golden goose, but it was thrown away because it didn't fit the

plan. #custserv


@sumnermusolf: RT @MarshaCollier: Brilliant: RT @EYellin Listening is an act of service to others. It takes patience, kindness and caring.

Big parts of good #custserv, right?


@jgoetting:@gloshuertos great idea! So maybe on main page you do a "do you have a problem" section which leads to contextual

questions #custserv


@sanchezjb:@sumnermusolf@RichardNatoli Studies show there are significant gaps between biz/org & customer perceptions of

#custserv.


@MarshaCollier:@ChiTribCS Nice to meet you! #custserv


@tariq_ahmad: Thank you @MarshaCollier@JeffreyJKingman for hosting #custserv great discussion from everyone as always!


@Mcmoop:@JeffreyJKingman@MarshaCollier Congrats #custserv


@JeffreyJKingman:@GregOrtbach LOL - I seee ...nothing! #namethatshowin2seconds #custserv


@imacsweb: RT @MarshaCollier: Brilliant: RT @EYellin Listening is an act of service to others. It takes patience, kindness and caring. Big

parts of good #custserv, right?


@mike_nunes: Right. RT @EYellin Listening is an act of service to others. It takes patience, kindness and caring. Big parts of good

#custserv, right?


@MeasureCP: chats are so much easier to follow using tweetchat, rather than twitter on the ipad.n #custserv


@MarshaCollier: Exactly! RT @sanchezjb: Studies show there are significant gaps between biz/org & customer perceptions of#custserv.


@RichardNatoli:@sanchezjb That's b/c we all want to think we are good enough, smart enough..and people like us! #custserv


@seventhman: RT @tariq_ahmad: Thank you @MarshaCollier@JeffreyJKingman for hosting #custserv great discussion from everyone

as always!



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@fmisle: RT @MarshaCollier:#custserv RT @jgoetting: websites should lead clients to the faq put a few of the most common questions

and answers on the main page


@mojoneill: Quick check: from your home page, how many clicks before you are writing/chatting or calling#custserv

?November 9, 2011, 2:58 am

@MeasureCP:@RichardNatoli stuart smalleyn #custserv


@EYellin: That deserves a huge Zappos RT @JeffreyJKingman: This chat is nearing two full years going strong by Christmas 2011.

#custserv


@GregOrtbach:@JeffreyJKingman Loving the #hogansheroes referencen #custserv


@RichardNatoli:@measureCP Gotta love Stuart! #custserv


@MarshaCollier:@measureCP@RichardNatoli Stuart Malley - yes! #custserv


@sanchezjb: MT @richardnatoli@sanchezjb That's b/c we all want to think we are good enough, smart enough..#custserv < We can

blame SNL for that. ;-)


@MeasureCP:@RichardNatoli trying to think of a jack handey referencen #custserv


@BevHillsPorsche: RT @MarshaCollier: Brilliant: RT @EYellin Listening is an act of service to others. It takes patience, kindness and

caring. Big parts of good #custserv, right?


@MarshaCollier:@measureCP Love it! #custserv


@LucasRoasting:@JeffreyJKingman@MarshaCollier and what an important topic #custserv is and should be in more

businesses...ALWAYS! Congrats on 2 years!


@anthonybrown:@evanhamilton You're awesome! I'm glad we met last year - #cmgrchat and #custserv are both full of win!


@MarshaCollier: Please DM topic ideas to me! Thank you #custserv



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