Verizon Strike: Will it Affect Customer Service?

The Wednesday 6AM deadline has passed for Verizon and labor unions to reach an agreement. Nearly 40,000 workers have joined the strike on the east coast, and it’s one of the largest strikes in recent years. Verizon Strike – What’s all the fuss about? The workers are expected to picket and protest hundreds of Verizon

Customer Service March 2016 Monthly Roundup

This month’s top 9 customer service articles are truly worth reading. Discover the effect good customer service has on revenue, learn how to combine content marketing with your customer service, and best of all check out all the new innovations in the field of customer service.   1. Why Millennials Are Such Tough Customers In contrast

Uber is Making Customer Service More Efficient. Should Other Companies Be Doing the Same?

The customer service industry is changing for the better. Emailing is about to become a thing of the past, in light of Uber’s announcement (or at least for Uber users).  Uber recently announced that it will be shifting from email to an in-app messaging service for all customer service related issues.   Why is Uber

What Your Customers Can Tell You That Metrics Never Will

“Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.” ­Steve Jobs   Yes, I live in the real world where CFO’s and COO’s want to know the return on investment for everything.  As Steve Jobs’ statement clearly implies above, you

3 MORE Things Your Competitors Can Teach You about Customer Service Skills

Earlier this year, Amy published a post on the I Want it NOW blog about modernizing customer service called “3 Things Your Competitors Can Teach You about Customer Service Skills.” Having read it, I was inspired to add three more that, in my experience, many organizations overlook. Here they are: 1. Striving for an omni-channel

April Fool’s! It’s Time to Go Back to The Old Days of Customer Service

Articles are published all the time providing tips and suggestions on how to improve customer service strategies in order to increase the success of your company. After all, we all know that loyal customers are an important key to a successful business. Exactly one year ago, customer service and experience company Nuance published a new