What Are Good Ways to Act on Customer Feedback?"
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custserv
2012-05-23 to 2012-05-23 67 contributors
516 Twitter search results 178 retweets 170 @replies 0 links
Time User Tweet
2012-05-23 1:00 am Michael_Lytle Good Evening @JeffreyJKingman & @CustServGreeter &#custserv
worldn #custserv
2012-05-23 1:00 am CustServGreeter Starts Now: "What are good ways to act on customer feedback?" #
custserv
2012-05-23 1:00 am billquiseng It's not enough to be close to the customer. You've got to be glued to
the customer. @tom_peters #custserv
2012-05-23 1:00 am JGoodTO Evening. Is there a site or Twitter handle I can connect to in order to
find out about these chats/topics b4 the chat starts? #custserv
2012-05-23 1:00 am CustServGreeter @Michael_Lytle Good evening! Thanks for coming. #custserv
2012-05-23 1:01 am JeffreyJKingman @twieberneit @GregOrtbach @Michael_Lytle @billquiseng
@JGoodTO Evening! #custserv
2012-05-23 1:01 am GregOrtbach Great 2CU Roy + @MarshaCollier & @JeffreyJKingman RT @
CustServGreeter: Includes you Greg! RT @GregOrtbach: Good eve
rockstars of #custserv
2012-05-23 1:01 am JeffreyJKingman @JGoodTO We usually publish the topic 1-3 days in advance on this
hashtag :) #custserv
2012-05-23 1:02 am lttlewys MT @custservgreeter: "What are good ways to act on customer
feedback?" #custserv ~Acknowledge the customer! Thank them for
their time
2012-05-23 1:02 am custservlab Hello Everybody at #custserv! It’s early morning hours over here in
Israel :) #custserv
2012-05-23 1:02 am CustServGreeter @JGoodTO Our LinekdIn Group at http://t.co/WSLZgQCn or just
check out the hashtag custserv
2012-05-23 1:02 am CustServGreeter @custservlab Good morning to you! #custserv
2012-05-23 1:02 am JeffreyJKingman @custservlab Hello Israel! #custserv
2012-05-23 1:02 am chrisjschmidt So far, so good. Awesome #linkedinchat and #pr20chat. Now for
#getrealchat and #custserv
2012-05-23 1:03 am Michael_Lytle @custservlab Top of the Morning!n #custserv
2012-05-23 1:03 am JGoodTO @JeffreyJKingman Ok thanks and thanks for the welcome! #custserv
2012-05-23 1:03 am GregOrtbach And how are things in Israel today? RT @custservlab: Hello
Everybody at #custserv! It’s early morning hours over here in Israel :)
#custserv
2012-05-23 1:03 am CustServGreeter @chrisjschmidt Hi Chris! #custserv
2012-05-23 1:03 am MarshaCollier @GregOrtbach Having a little computer trouble #custserv waiting for
tweetdeck
2012-05-23 1:03 am LovelyLu Evening all! Hey Handsome! @CustServGreeter #custserv
2012-05-23 1:03 am CustServGreeter @MarshaCollier Good evening Marsha! #custserv
2012-05-23 1:03 am JeffreyJKingman Not certain @Tweetchat is loading all tweets tonight...... :/ #custserv
2012-05-23 1:03 am CustServGreeter @LovelyLu Ah Sweet Lu! #custserv
2012-05-23 1:04 am chrisjschmidt @CustServGreeter Getting this out of the way early. @zappos #
custserv
2012-05-23 1:04 am JeffreyJKingman @MarshaCollier Evening miss! #custserv
2012-05-23 1:04 am lttlewys @lovelylu Hiya again!! #custserv
2012-05-23 1:04 am ImMarkBernhardt #Hello #intro | I'm Mark Bernhardt, Partner & Experience Architect for
@GSMarketingGrp in Kenosha, WI. | #custserv
2012-05-23 1:04 am CustServGreeter Looks a little slow. RT @JeffreyJKingman: Not certain @Tweetchat is
loading all tweets tonight...... :/ #custserv
2012-05-23 1:04 am GregOrtbach OK-Let me know if I can help or skype. RT @MarshaCollier:
@GregOrtbach Having a little computer trouble waiting for tweetdeck
#custserv
2012-05-23 1:04 am CustServGreeter @ImMarkBernhardt Hi Mark and welcome back! #custserv
2012-05-23 1:04 am JeffreyJKingman Please pardon excessive tweets next 60 minutes due to Year 3 Week
21 of #custserv
2012-05-23 1:04 am ImMarkBernhardt @CustServGreeter Hello, Roy! #custserv
2012-05-23 1:05 am tjmartin Evening everyone! #custserv
2012-05-23 1:05 am GregOrtbach Hello Mark! RT @ImMarkBernhardt: #Hello #intro | Im Mark
Bernhardt, Partner & Experience Architect for @GSMarketingGrp in
WI. #custserv
2012-05-23 1:05 am MarshaCollier @GregOrtbach The #custserv column isn't opening grrrrrr
2012-05-23 1:05 am LinkedInExpert RT @chrisjschmidt: So far, so good. Awesome #linkedinchat and
#pr20chat. Now for #getrealchat and #custserv #linkedinchat
2012-05-23 1:05 am CustServGreeter <gulp> Ah! :) RT @chrisjschmidt: @CustServGreeter Getting this out
of the way early. @zappos #custserv
2012-05-23 1:05 am LovelyLu @lttlewys Hiya again Brandie! #custserv
2012-05-23 1:05 am custservlab @GregOrtbach It's getting warm outside :) Summer is coming. #
custserv
2012-05-23 1:05 am GregOrtbach Hello TJ ->Nice to see you. RT @tjmartin: Evening everyone! #
custserv
2012-05-23 1:05 am ImMarkBernhardt @GregOrtbach Hi, Greg! Good to see you. #custserv
2012-05-23 1:05 am seventhman Great to be here. How's everyone doin' tonight? #custserv
2012-05-23 1:05 am CustServGreeter @tjmartin Good evening Tom! #custserv
2012-05-23 1:05 am JeffreyJKingman We're about to start with Qs.. Have a bunch of good ones, but Q1 is a
softball #custserv
2012-05-23 1:06 am Michael_Lytle @MarshaCollier TweetChat is working :-) #custserv
2012-05-23 1:06 am MarshaCollier Tonight's topic: "What are good ways to act on customer feedback?" #
custserv
2012-05-23 1:06 am PamMktgNut RT @LinkedInExpert: RT @chrisjschmidt: So far, so good. Awesome
#linkedinchat #pr20chat. Now for #getrealchat #custserv <-Woot!
#getrealchat
2012-05-23 1:06 am CustServGreeter Doing well thanks! RT @seventhman: Great to be here. How's
everyone doin' tonight? #custserv
2012-05-23 1:06 am GregOrtbach Great. Looks like a high of 86 for today! RT @custservlab:
@GregOrtbach Its getting warm outside :) Summer is coming. #
custserv
2012-05-23 1:06 am MarshaCollier Softball at the ready #custserv
2012-05-23 1:06 am CustServGreeter @PamMktgNut Hi, Pam! Nice to see you. #custserv
2012-05-23 1:06 am chrisjschmidt May get a little distracted for #getrealchat and #custserv. Dog and
#stlcardinals game on.
2012-05-23 1:07 am lttlewys @marshacollier Hiya Marsha!! #custserv
2012-05-23 1:07 am JdeAgustin Good topic RT @marshacollier: Tonight's topic: "What are good ways
to act on customer feedback?" #custserv
2012-05-23 1:07 am GregOrtbach Nice to see you Shaleen! RT @seventhman: Great to be here. Hows
everyone doin tonight? #custserv
2012-05-23 1:07 am tjmartin Nice to see you as well! RT @GregOrtbach Hello TJ ->Nice to see
you. RT @tjmartin: Evening everyone! #custserv
2012-05-23 1:07 am lttlewys @gregortbach @custservlab In the 80's here in NorCal!! Evening!! #
custserv
2012-05-23 1:07 am CustServGreeter @JdeAgustin Good evening Jesse! Thanks for coming. #custserv
2012-05-23 1:07 am JeffreyJKingman Join the other 865+ #CustServ Exchange members of this chat on
LinkedIn http://t.co/4IuuC4sr
2012-05-23 1:07 am ABHuret Greetings, #custserv posse!
2012-05-23 1:07 am CustServGreeter RT @JeffreyJKingman: Join the other 865+ #CustServ Exchange
members of this chat on LinkedIn http://t.co/4IuuC4sr
2012-05-23 1:07 am tjmartin @CustServGreeter good evening to you! #custserv
2012-05-23 1:08 am lttlewys @marshacollier @JeffreyJKingman I'm a SouthPaw... #BringIt #
custserv
2012-05-23 1:08 am CustServGreeter Big howdy! RT @ABHuret: Greetings, #custserv posse!
2012-05-23 1:08 am PamMktgNut RT @chrisjschmidt: May get a little distracted for #getrealchat and #
custserv. Dog and #stlcardinals game on. <-Priorities! ;) #getrealchat
2012-05-23 1:08 am ABHuret @lttlewys fancy seeing you here! ; ) #custserv
2012-05-23 1:08 am MarshaCollier Tonight'ss chat will be archived with the past months, years at
http://t.co/Z18pZ0tX
2012-05-23 1:08 am GregOrtbach Long time no talk. How are you? RT @ABHuret: Greetings, #
custserv posse! #custserv
2012-05-23 1:08 am ImMarkBernhardt [adjusting gloves] OK, here we go! RT @MarshaCollier: Softball at the
ready #custserv
2012-05-23 1:09 am MarshaCollier Q1: Feedback is valuable only if companies act on it. True or False?
#custserv
2012-05-23 1:09 am seventhman @CustServGreeter awesome! can't wait to start ;) #custserv
2012-05-23 1:09 am JeffreyJKingman RT @MarshaCollier: Q1: Feedback is valuable only if companies act
on it. True or False? #custserv
2012-05-23 1:09 am twieberneit True, asking for it is useless else RT @MarshaCollier: Q1: Feedback
is valuable only if companies act on it. True or False? #custserv
2012-05-23 1:09 am GregOrtbach @ImMarkBernhardt @MarshaCollier ->visions of that "big chew"
shredded gum :) #custserv
2012-05-23 1:09 am callcenterdr #custserv Rio Bank Enhances Customer Service and Teller
Efficiency with Self-Service ... http://t.co/gkOGTzss
2012-05-23 1:09 am callcenterdr #custserv NYC Airports Add New, Holographic Customer Service
Agents http://t.co/B8TmnNMm
2012-05-23 1:09 am callcenterdr #custserv Assurant Specialty Property, Leader in Insurance
Services, Hiring in Duluth http://t.co/tGHvqppu
2012-05-23 1:10 am Chisholm7 @SarahHedayati: Delighting Customers vs. Meeting Their
Expectations http://t.co/piCNjQQ6 #custserv via
@ayadmirjan&@impactlearning
2012-05-23 1:10 am CustServGreeter RT @MarshaCollier: Q1: Feedback is valuable only if companies act
on it. True or False? #custserv
2012-05-23 1:10 am ABHuret @GregOrtbach Very well, thanks. All set for witty repartee #custserv
2012-05-23 1:10 am kelitos_way @MarshaCollier in today's passive aggressive communication, the
phone call is the best #custserv
2012-05-23 1:10 am chrisjschmidt @MarshaCollier False. Knowledge is Power. #custserv
2012-05-23 1:10 am GregOrtbach A1: False. It makes gr8 case studies for the companies that DO act
on it. #custserv
2012-05-23 1:10 am CustServGreeter Just joined us? Topic reminder: "What are good ways to act on
customer feedback?" #custserv
2012-05-23 1:10 am CustServGreeter @twieberneit And yet many organizations do nothing with the
feedback. :( #custserv
2012-05-23 1:10 am kelitos_way @MarshaCollier true #custserv
2012-05-23 1:10 am MarshaCollier @GregOrtbach Sunflower seeds (although when I worked for the
Dodgers, they showed me how to mix the tobacco with gum *yuck*) #
custserv
2012-05-23 1:11 am chrisjschmidt @MarshaCollier That sounds like a pretty cool job. #custserv
2012-05-23 1:11 am danabroich @MarshaCollier sometimes you simple cannot do what the customer
wants. It's important to help them know what you can do! #custserv
2012-05-23 1:11 am SpeedBrkr @MarshaCollier A1: A rhetorical question but always true! #custserv
2012-05-23 1:11 am CustServGreeter @kelitos_way Thanks for coming to the chat! #custserv
2012-05-23 1:11 am MarshaCollier A1: Hearing isn't doing. Nothing occurs, no customer is satisfied until
you act #custserv
2012-05-23 1:11 am TCoughlin false. Some feedback shouldn't be acted on. RT @MarshaCollier:
Feedback is valuable only if companies act on it. True or False? #
custserv
2012-05-23 1:11 am JeffreyJKingman Wondering how many SMBs realize the kind of feedback data that is
available? #custserv
2012-05-23 1:11 am GregOrtbach @MarshaCollier I knew the reference would not be lost on you
Marsha. Dodgers eh? #cool #custserv
2012-05-23 1:11 am CustServGreeter @danabroich Good evening and welcome! #custserv
2012-05-23 1:11 am OliviaHaverson RT @MarshaCollier: A1: Hearing isn't doing. Nothing occurs, no
customer is satisfied until you act #custserv
2012-05-23 1:11 am lttlewys @abhuret Hiya!! #custserv
2012-05-23 1:12 am chrisjschmidt I chose False, because feedback can be positive too. Not always
negative. #custserv
2012-05-23 1:12 am twieberneit unluckily - they waste resources RT @CustServGreeter:
@twieberneit And yet many organizations do nothing with the
feedback. :( #custserv
2012-05-23 1:12 am ImMarkBernhardt Q1: Feedback is valuable only if companies act on it. True or False?
#custserv | A: True. Unused feedback is like stale, moldy bread.
2012-05-23 1:12 am CustServGreeter @SpeedBrkr Not rhetorical. Many orgs don't do anything with
feedback. #custserv
2012-05-23 1:12 am TheMrsHelms True! RT @MarshaCollier: Q1: Feedback is valuable only if
companies act on it. True or False? #custserv
2012-05-23 1:12 am ABHuret A1 Feedback happens whether u ask for it or not. People blog,
review, post, tweet 24/7. Social listening is as imprt as action. #
custserv
2012-05-23 1:12 am twieberneit then strengthen the strengths RT @chrisjschmidt: I chose False,
because feedback can be positive too. Not always negative. #
custserv
2012-05-23 1:12 am danabroich @MarshaCollier all feedback is valuable! #custserv
2012-05-23 1:12 am Michael_Lytle A1 True. Customer feedback is meaningless without responsiveness
and action. #custserv
2012-05-23 1:12 am CustServGreeter @chrisjschmidt And positve feedback requires no action? #custserv
2012-05-23 1:13 am seventhman A1: False. Feedback can be great for market research, case studies..
doesn't mean you have to act on all of them. #custserv
2012-05-23 1:13 am MarshaCollier FYI? I really dislike that promoted tweet that keeps showing up
non-stop like a bad penny at the top of the column #custserv
2012-05-23 1:13 am chrisjschmidt Positive does, but most jump to a negative mindset when feedback
and #custserv are mentioned together.
2012-05-23 1:13 am bonniebell RT @MarshaCollier: FYI? I really dislike that promoted tweet that
keeps showing up non-stop like a bad penny at the top of the column
#custserv
2012-05-23 1:13 am lttlewys RT @michael_lytle: A1 True. Customer feedback is meaningless
without responsiveness and action. #custserv
2012-05-23 1:13 am sanchezjb Joining #custserv; albeit late. Evening everyone!
2012-05-23 1:13 am ABHuret A1 To clarify, companies may pick up feedback thru social listening
and make changes, adapt. Not always one-to-one. #custserv
2012-05-23 1:13 am CustServGreeter @chrisjschmidt Hence a couple of questions later… :) #custserv
2012-05-23 1:13 am LovelyLu A1 True, your customers may as well be silent if they are offering
feedback and you aren't acting on it - same engagement - ZERO #
custserv
2012-05-23 1:13 am samrat747 RT @MarshaCollier: FYI? I really dislike that promoted tweet that
keeps showing up non-stop like a bad penny at the top of the column
#custserv
2012-05-23 1:14 am CustServGreeter @sanchezjb Good evening good sir! #custserv
2012-05-23 1:14 am twieberneit +1 @ABHuret: A1 To clarify, companies may pick up feedback thru
social listening and make changes, adapt. Not always one-to-one. #
custserv
2012-05-23 1:14 am JeffreyJKingman Q2: How do you respond to a customer about negative feedback
(complaint)? #custserv
2012-05-23 1:14 am CustServGreeter RT @JeffreyJKingman: Q2: How do you respond to a customer about
negative feedback (complaint)? #custserv
2012-05-23 1:14 am TCoughlin not all feedback is valuable, some is just whining. Trick is respecting
yourself enough to understand difference. #custserv
2012-05-23 1:14 am chrisjschmidt RT @TCoughlin: not all feedback is valuable, some is just whining.
Trick is respecting yourself enough to understand difference. #
custserv
2012-05-23 1:14 am CustServGreeter @TCoughlin Good evening and welcome. #custserv
2012-05-23 1:14 am MarshaCollier RT @JeffreyJKingman: Q2: How do you respond to a customer about
negative feedback (complaint)? #custserv
2012-05-23 1:15 am TheMrsHelms RT @MarshaCollier: FYI? I really dislike that promoted tweet that
keeps showing up non-stop like a bad penny at the top of the column
#custserv
2012-05-23 1:15 am JdeAgustin A1: True - but brands should look at feedback with a critical eye to get
even deeper insights #custserv
2012-05-23 1:15 am JeffreyJKingman @MarshaCollier I never see promoted tweets unless I actually "use"
Twitter. #hootsuite #custserv
2012-05-23 1:15 am CustServGreeter RT @JdeAgustin: A1: True - but brands should look at feedback with
a critical eye to get even deeper insights #custserv
2012-05-23 1:15 am seventhman @JeffreyJKingman A2: Apologize and Resolve the Issue ;) #custserv
2012-05-23 1:15 am ImMarkBernhardt A1: Exception: Feedback may be valuable to other customers (or
prospects) who "hear" it, influencing their decision (not to) buy. #
custserv
2012-05-23 1:16 am ImMarkBernhardt RT @seventhman: @JeffreyJKingman A2: Apologize and Resolve
the Issue ;) #custserv
2012-05-23 1:16 am CustServGreeter And act to see no repeats? RT @seventhman: @JeffreyJKingman
A2: Apologize and Resolve the Issue ;) #custserv
2012-05-23 1:16 am evanhamilton Got some bad customer service from a bartender, but I'm finally here
in #custserv chat. Hi guys!
2012-05-23 1:16 am MarshaCollier A2: Online? Walk away from the computer, get a cup of coffee... and
breathe. Then, think through a resonse #custserv
2012-05-23 1:16 am lttlewys A2: With a huge apology and empathy to their situation, most
customers just want to be listened to! #custserv
2012-05-23 1:16 am ABHuret RT @seventhman: A1: False. Feedback can be great for market
research, case studies.. doesn't mean you have to act on all of them.
#custserv
2012-05-23 1:16 am Hyken Good evening everyone. Jumping in for a few minutes. #custserv
2012-05-23 1:16 am eric_andersen @MarshaCollier tree falls in the forest question? #custserv
2012-05-23 1:16 am JdeAgustin A2: Get to the underlying "pain point" - typically what they say the
complaint is about is only surface deep. #custserv
2012-05-23 1:16 am CustServGreeter @evanhamilton Evening Evan! #custserv
2012-05-23 1:16 am MarshaCollier @eric_andersen hee hee #custserv
2012-05-23 1:16 am chrisjschmidt RT @JdeAgustin: A2: Get to the underlying "pain point" - typically
what they say the complaint is about is only surface deep. #custserv
2012-05-23 1:16 am seventhman @CustServGreeter reminds me of this trend about big data &
business intelligence #custserv
2012-05-23 1:17 am ABHuret RT @lttlewys: A2: With a huge apology and empathy to their
situation, most customers just want to be listened to! #custserv
2012-05-23 1:17 am LovelyLu A2 Acknowledge the customer publicly, take it private, bring resolution
public so everyone else sees the follow thru. #custserv
2012-05-23 1:17 am BradBennett How to improve the patient experience - Sustainably
http://t.co/AoDyyvI4 #custserv
2012-05-23 1:17 am CustServGreeter @eric_andersen Hi, Eric! (Yes tree/forest/who's listening #custserv
2012-05-23 1:17 am Hyken A2. When there's a problem, 3 to do's: Fix it, with the right attitude
and sense of urgency. #custserv
2012-05-23 1:17 am GregOrtbach RT @LovelyLu: A2 Acknowledge the customer publicly, take it
private, bring resolution public so everyone else sees the followthru. #
custserv
2012-05-23 1:17 am JeffreyJKingman A2: I want a CSR to quickly grasp my complaint and resolve it fast. #
custserv
2012-05-23 1:17 am MarshaCollier @JdeAgustin Exactly. Learning from complaints should be job 2 (after
making the customer feel better) #custserv
2012-05-23 1:17 am OliviaHaverson @ABHuret It has to be both. Consumers crave the one-to-one. #
custserv
2012-05-23 1:17 am CustServGreeter RT @Hyken: A2. When there's a problem, 3 to do's: Fix it, with the
right attitude and sense of urgency. #custserv
2012-05-23 1:18 am TCoughlin @JeffreyJKingman A2) if valid, acknowledge and fix if possible. If
clearly not valid, acknowledge and move on. #custserv
2012-05-23 1:18 am SpeedBrkr @CustServGreeter I say rhetorical because when would the answer
ever be false? If there is, I can't think of it at the moment lol. #
custserv
2012-05-23 1:18 am ImMarkBernhardt RE: A2: @LovelyLu If the feedback was public, then yes,
acknowledge publicly, before resolving publicly or privately. #
custserv
2012-05-23 1:18 am Hyken A2: The goal isn't to just fix the problem. It is to also restore the
customer's confidence. #custserv
2012-05-23 1:18 am sanchezjb RT @sanchezjb A1 Some feedback may not be valuable.Not all
feedback needs to be acted on, eg, feedback that confirms actions. #
custserv
2012-05-23 1:18 am ABHuret A2: Public acknowledgement is KEY -- but after that, may be more
appropriate to resolve offline, espec if legal issues involved #custserv
2012-05-23 1:18 am OliviaHaverson RT @LovelyLu: A2 Acknowledge the customer publicly, take it
private, bring resolution public so everyone else sees the follow thru.
#custserv
2012-05-23 1:18 am Michael_Lytle A2 Thank them for their honest feedback, collect the data and follow
up with them on any corrective actions or improvements.n #custserv
2012-05-23 1:18 am OliviaHaverson RT @JdeAgustin: A2: Get to the underlying "pain point" - typically
what they say the complaint is about is only surface deep. #custserv
2012-05-23 1:18 am JeffreyJKingman @seventhman With big data/biz intel, you can see social sentiment
outliers that indicate org problems. #custserv
2012-05-23 1:18 am mike_nunes RT @Hyken: A2: The goal isn't to just fix the problem. It is to also
restore the customer's confidence. #custserv
2012-05-23 1:18 am CustServGreeter @SpeedBrkr Good orgs sure don't want ot to be false. Some orgs
think they don't, but take not actions. :) #custserv
2012-05-23 1:19 am JdeAgustin RT @marshacollier: @JdeAgustin Exactly. Learning from complaints
should be job 2 (after making the customer feel better) #custserv
2012-05-23 1:19 am CustServGreeter RT @mike_nunes: RT @Hyken: A2: The goal isn't to just fix the
problem. It is to also restore the customer's confidence. #custserv
2012-05-23 1:19 am billquiseng +1! RT @Hyken: A2: The goal isnt to just fix the problem. It is to also
restore the customers confidence. #custserv
2012-05-23 1:19 am chrisgonyea RT @Hyken: A2. When there's a problem, 3 to do's: Fix it, with the
right attitude and sense of urgency. #custserv
2012-05-23 1:19 am seventhman @MarshaCollier Timing is everything >> A2: Online? Walk away from
the computer... #custserv
2012-05-23 1:19 am sanchezjb Okay, now I'm RTing myself. May be time for bed....#custserv
2012-05-23 1:19 am OliviaHaverson @lttlewys It's human nature. Everyone always wants to be listened
to. #custserv
2012-05-23 1:20 am MarshaCollier @seventhman Timing and patience #custserv
2012-05-23 1:20 am ImMarkBernhardt @SpeedBrkr If the feedback given publicly, another customer may
see value in it, choose (not to) buy. Company may act or ignore. #
custserv
2012-05-23 1:20 am Hyken RT @Michael_Lytle Thank them for their honest feedback, collect
data & follow up with them on corrective actions/improvements. #
custserv
2012-05-23 1:20 am CustServGreeter @sanchezjb Ha! Well that's a "leading indicator. :) #custserv
2012-05-23 1:20 am Michael_Lytle A2 First and foremost, quickly acknowledge you have received their
feedback and thank them. #custserv
2012-05-23 1:20 am GregOrtbach Let's not forget that every cust might have unique idea of what makes
them feel "better" @JdeAgustin: @marshacollier #CustServ
2012-05-23 1:20 am CustServGreeter @OliviaHaverson Thanks for coming to the chat! #custserv
2012-05-23 1:20 am seventhman @JeffreyJKingman I guess the challenge is how to interpret data
when you have lots of it.. #custserv
2012-05-23 1:21 am JackWagner54 RT @ABHuret: A1 Feedback happens whether u ask for it or not.
People blog, review, post, tweet 24/7. Social listening is as imprt as
action. #custserv
2012-05-23 1:21 am sanchezjb @chrisgonyea @Hyken Maybe 4 "To Do's" there? #4 Fix it correctly.
#custserv
2012-05-23 1:21 am Hyken AMEN! RT @Michael_Lytle: A2 First and foremost, quickly
acknowledge you have received their feedback and thank them. #
custserv
2012-05-23 1:21 am chrisjschmidt Giving a follow-up response goes a long way. Let customers know
beyond just saying the words. #custserv
2012-05-23 1:21 am MarshaCollier RT @GregOrtbach: Let's not forget that every cust might have unique
idea of what makes them feel "better" @JdeAgustin: @marshacollier
#CustServ
2012-05-23 1:21 am seventhman Agree! @MarshaCollier: Timing and patience #custserv
2012-05-23 1:21 am GregOrtbach I think you're good until you #FF yourself... :) RT @sanchezjb: Okay,
now Im RTing myself. May be time for bed....#custserv #CustServ
2012-05-23 1:21 am Michael_Lytle Good Evening @Hyken #custserv
2012-05-23 1:21 am ABHuret @OliviaHaverson Agreed. To my point, 1st step public. But some
circumstances need to be taken offline after the initial acknowl. #
custserv
2012-05-23 1:21 am CustServGreeter @seventhman Always the key - data is just data. Converting into
information and intelligence is the key. #custserv
2012-05-23 1:21 am Hyken @seventhman Not all data is good data. #custserv
2012-05-23 1:21 am MarshaCollier Q3: How do you respond to a customer about positive feedback
(praise)? #custserv
2012-05-23 1:21 am JeffreyJKingman @seventhman That takes biz savvy, deep industry knowledge and
analytic skill. #custserv
2012-05-23 1:21 am CustServGreeter RT @MarshaCollier: Q3: How do you respond to a customer about
positive feedback (praise)? #custserv
2012-05-23 1:22 am lttlewys RT @gregortbach: Let's not forget every cust might have unique idea
of what makes them feel "better" @JdeAgustin: @MarshaCollier #
CustServ
2012-05-23 1:22 am JeffreyJKingman RT @MarshaCollier: Q3: How do you respond to a customer about
positive feedback (praise)? #custserv
2012-05-23 1:22 am ImMarkBernhardt Q3: How do you respond to a customer about positive feedback
(praise)? #custserv | A: Express gratitude.
2012-05-23 1:22 am twieberneit a thank you? RT @JeffreyJKingman: RT @MarshaCollier: Q3: How
do you respond to a customer about positive feedback (praise)? #
custserv
2012-05-23 1:22 am sanchezjb @seventhman @JeffreyJKingman First primary challenge is to know
the questions that are driving the interpretation of data. #custserv
2012-05-23 1:22 am Celeb_Leak RT @MarshaCollier: Q3: How do you respond to a customer about
positive feedback ? #custserv http://t.co/LNddrjgQ
2012-05-23 1:22 am CustServGreeter A3: Thanks. Sahring praise with teams. Engaging customer to find out
more abt what they liked/didn't. #custserv
2012-05-23 1:22 am OliviaHaverson RT @RoyAtkinson: Tonight on the #custserv chat: "What are good
ways to act on customer feedback?" 9 PM ET w/ @MarshaCollier
@JeffreyJKingman
2012-05-23 1:22 am GregOrtbach A3: Sing it from the rooftops -No, thank them sincerely. Q3: How do
you respond to a customer about positive feedback (praise)? #
CustServ
2012-05-23 1:23 am lizyee The Customer Service Culture. by @nbri http://t.co/WoO1EkZe #
custserv
2012-05-23 1:23 am LovelyLu A3 Acknowledge positive feedback always with a thank you! #
custserv
2012-05-23 1:23 am MarshaCollier @twieberneit You're right - so many brands forget to THANK - almost
as important (maybe more) than cleaning up a mess #custserv
2012-05-23 1:23 am JdeAgustin @oliviahaverson Right - of course, assuming the "underlying point" is
an accurate insight! #custserv
2012-05-23 1:23 am Hyken A3 - Thank customer. Then discuss with team what worked. We learn
from mistakes. Why not also learn from praise? #custserv
2012-05-23 1:23 am CustServGreeter RT @LovelyLu: A3 Acknowledge positive feedback always with a
thank you! #custserv
2012-05-23 1:23 am ImMarkBernhardt Sing your thanks? RT @GregOrtbach: A3: Sing it from the rooftops
-No, thank them sincerely. Q3: ... positive feedback (praise)? #
CustServ
2012-05-23 1:23 am OliviaHaverson If you are genuinely trying to solve a problem for a consumer, you are
doing well. #custserv
2012-05-23 1:23 am husamerciyes A3: acknowledge the feedback and give credit to customer #custserv
2012-05-23 1:23 am tariq_ahmad A3: Pass along praise to co-workers/others involved in situation that
evoked praise. Reward team #custserv
2012-05-23 1:23 am JeffreyJKingman @Hyken Consequent the need for good algorithms. @seventhman
@sanchezjb @custservgreeter #custserv
2012-05-23 1:23 am CustServGreeter RT @Hyken: A3 - Thank customer. Then discuss with team what
worked. We learn from mistakes. Why not also learn from praise? #
custserv
2012-05-23 1:23 am TCoughlin @MarshaCollier A3) with thanks and appreciation, and in certain
cases a request to have them socialize their experience #custserv
2012-05-23 1:24 am ABHuret A2 Timing is critical. Simply acknowledge ASAP within 24 hrs on a
social platform, even if u can't resolve immediately. #custserv
2012-05-23 1:24 am chrisjschmidt Acknowledging positive feedback may lead to new innovation. Should
revert to True for Q1. #custserv
2012-05-23 1:24 am SpeedBrkr @CustServGreeter I'd love a study on big orgs who take feedback &
not do anything w/it. Is this happenin more often than we think? #
custserv
2012-05-23 1:24 am CustServGreeter RT @tariq_ahmad: A3: Pass along praise to co-workers/others
involved in situation that evoked praise. Reward team #custserv
2012-05-23 1:24 am eric_andersen @CustServGreeter indeed! Is there not also value from the
customer'snperspective, just the fact that the company listens? #
custserv
2012-05-23 1:24 am sanchezjb RT @gregortbach I think you're good until you #FF yourself... :) <
#Classic! :-) #custserv
2012-05-23 1:24 am callcenterdr #custserv Ernan Roman: Is Your Customer Service Multichannel?
http://t.co/d7QpvZRF
2012-05-23 1:24 am callcenterdr #custserv 5 Ways to Get Better Customer Service
http://t.co/7JavEdEX
2012-05-23 1:24 am callcenterdr #custserv Collaboration–Now More Critical Than Ever | The Social
Customer http://t.co/y8OZIxfr
2012-05-23 1:24 am seventhman @CustServGreeter @Hyken @JeffreyJKingman Thanks for the
insights.. noted #custserv
2012-05-23 1:24 am Michael_Lytle A3 Praise feedback should be responded to with gratitude, but also
take the opportunity to solicit suggestions for improvements. #
custserv
2012-05-23 1:24 am Little_Caryl I learned so much and had a blast at #custserv#herotour Denver!
Come back soon please!
2012-05-23 1:24 am MarshaCollier @ABHuret Indeed, timing is so critical #custserv
2012-05-23 1:24 am evanhamilton @GregOrtbach: Sing ANY feedback from rooftops - they're taking the
time to help you make money. They could go to the competition. #
custserv
2012-05-23 1:24 am Hyken RT @tariq_ahmad: A3: Pass along praise to co-workers/others
involved in situation that evoked praise. Reward team #custserv
2012-05-23 1:24 am JeffreyJKingman @ABHuret I expect socialmedia CSRs to respond w/in two hours #
custserv
2012-05-23 1:25 am SarahHedayati Call Center Coaching: 5 More Tips to Ensure Your Success
http://t.co/w1rkj4Ep #cctr #custserv via @ImpactLearning
2012-05-23 1:25 am CustServGreeter @eric_andersen Sometimes, that's a victory - being heard. #custserv
2012-05-23 1:25 am OliviaHaverson Even if you receive praise, ask what else you can do. #custserv
2012-05-23 1:25 am evanhamilton You should also find a way to collect and display positive feedback -
it's way more effective than the tagline on your website. #custserv
2012-05-23 1:25 am danabroich @Hyken we share all praise at weekly team huddles. #custserv
2012-05-23 1:25 am dkragen Amazing how few do. Sad really. RT @LovelyLu: A3 Acknowledge
positive feedback always with a thank you! #custserv
2012-05-23 1:25 am ABHuret A3 Thanks and humility goes a long way publicly. Internally,
acknowledging the team. EVERY job is a #custserv job.
2012-05-23 1:25 am husamerciyes A3b: show to customer the tangible results of their feedback and pass
on the praise to ur EEs #custserv
2012-05-23 1:25 am Hyken Ask the happy customer: Is there one thing you can think to make it
even better. (Improve on greatness!) #custserv
2012-05-23 1:25 am seventhman A3 a simple mantra: gratitude #custserv
2012-05-23 1:25 am ImMarkBernhardt Reasonable, especially during business hours. RT
@JeffreyJKingman: @ABHuret I expect socialmedia CSRs to
respond w/in two hours #custserv
2012-05-23 1:25 am GregOrtbach AGREED! RT @evanhamilton: @GregOrtbach: Sing ANY feedback
from rooftops - theyre taking the time to help you make money. #
CustServ
2012-05-23 1:25 am SpeedBrkr @ImMarkBernhardt I see your point. Goes back to the saying of "The
customer is always right." #custserv
2012-05-23 1:26 am 2ReviewCo Resolving a customer issue online is probably the biggest the thing
you can do for reputation and retention #custserv. Brings $ and
loyalty.
2012-05-23 1:26 am MarshaCollier RT @danabroich Recently told customer who escalated praise that
she made my day. Her response? Now I'm a bigger fan of your co.#
custserv
2012-05-23 1:26 am Michael_Lytle +100 RT @Hyken: A3 - Thank customer. Then discuss with team
what worked. We learn from mistakes. Why not also learn from
praise? #custserv
2012-05-23 1:26 am sanchezjb A3 Acknowledge the customer's feedback; thank them for their biz;
encourage them to communicate further should they desire. #
custserv
2012-05-23 1:26 am CustServGreeter RT @MarshaCollier: RT @danabroich Recently told customer who
escalated praise that she made my day. Her response? Now I'm a
bigger fan of your co.#custserv
2012-05-23 1:26 am Hyken ALWAYS! RT @seventhman: A3 a simple mantra: gratitude #
custserv
2012-05-23 1:26 am GregOrtbach I like that. Replace attitude with GRATITUDE. #nice RT
@seventhman: A3 a simple mantra: gratitude #CustServ
2012-05-23 1:26 am OliviaHaverson When is the point when RT and thanking becomes TOO
self-promotional? There's a point when it loses authenticity. #
custserv
2012-05-23 1:26 am JdeAgustin The key is to be a "solution finder" vs. simply a "problem solver" #
custserv
2012-05-23 1:27 am BonitaVidaInc RT @Hyken: Ask the happy customer: Is there one thing you can
think to make it even better. (Improve on greatness!) #custserv
2012-05-23 1:27 am OliviaHaverson Without authenticity you have no credibility. #custserv
2012-05-23 1:27 am MarshaCollier A3) I'm a sucker - when I get lots of praise I tend to send a bonus
swag in the order #custserv
2012-05-23 1:27 am CustServGreeter @2ReviewCo Thanks for controbuting to the chat! #custserv
2012-05-23 1:27 am danabroich RT @Hyken: ALWAYS! RT @seventhman: A3 a simple mantra:
gratitude #custserv
2012-05-23 1:27 am ImMarkBernhardt Sweet! RT @MarshaCollier: A3) I'm a sucker - when I get lots of
praise I tend to send a bonus swag in the order #custserv
2012-05-23 1:27 am OliviaHaverson RT @MarshaCollier: RT @danabroich Recently told customer who
escalated praise that she made my day. Her response? Now I'm a
bigger fan of your co.#custserv
2012-05-23 1:27 am MarshaCollier True! RT @OliviaHaverson: Without authenticity you have no
credibility. #custserv
2012-05-23 1:27 am CustServGreeter RT @OliviaHaverson: Without authenticity you have no credibility. #
custserv
2012-05-23 1:27 am TCoughlin there are times when I give praise & just want to leave it that. Biz
immediately pressing for "how can we do better" a turn off #custserv
2012-05-23 1:28 am Hyken And no crediblity means no confidence. RT @OliviaHaverson:
Without authenticity you have no credibility. #custserv
2012-05-23 1:28 am Michael_Lytle A3 Praise feedback needs to be seen by your organization, shine the
spotlight on individuals who exceeded customer expectations #
custserv
2012-05-23 1:28 am fmisle @CustServGreeter yep.. Sorry I'm late... What's the topic? #
custserv
2012-05-23 1:28 am OliviaHaverson RT @2ReviewCo: Resolving a customer issue online is probably the
biggest the thing you can do for reputation and retention #custserv.
Brings $ and loyalty.
2012-05-23 1:28 am LaneSutton Praise should always be acknowledged with #gratitude for customer
appreciation and gracefulness for exceptional #custserv.
2012-05-23 1:28 am fmisle Hi all! #custserv
2012-05-23 1:28 am seventhman @OliviaHaverson I think when your thank you tweet comes with a
rogue link #custserv
2012-05-23 1:28 am MarshaCollier #custserv RT @OliviaHaverson: @MarshaCollier @danabroich What
a great way to personify and humanize your brand or company!
2012-05-23 1:28 am GregOrtbach Let's not forget 2 strive 4 gr8 product or service @JdeAgustin The key
is to be a "solution finder" vs. simply a "problem solver" #CustServ
2012-05-23 1:28 am sanchezjb A3 Also find out the applicable division/store/employee & employee's
manager & make sure they get that customer's feedback. #custserv
2012-05-23 1:28 am CustServGreeter @TCoughlin That's where understanding the customer as much as
possible comes in. Overpowering is not a good approach #custserv
2012-05-23 1:28 am seventhman RT @Hyken: And no crediblity means no confidence. RT
@OliviaHaverson: Without authenticity you have no credibility. #
custserv
2012-05-23 1:28 am ABHuret @JeffreyJKingman Agree, but largely dependent on platform. Not
every biz is staffed to handle 24/7 (but should be). We weren't. #
custserv
2012-05-23 1:29 am chrisjschmidt When giving/getting feedback, it's important for the info to reach the
right parties. #custserv
2012-05-23 1:29 am CustServGreeter @fmisle Great to see you! Gald you you come. #custserv
2012-05-23 1:29 am OliviaHaverson RT @seventhman: RT @Hyken: And no crediblity means no
confidence. RT @OliviaHaverson: Without authenticity you have no
credibility. #custserv
2012-05-23 1:29 am danabroich RT @MarshaCollier: #custserv RT @OliviaHaverson:
@MarshaCollier @danabroich What a great way to personify and
humanize your brand or company!
2012-05-23 1:29 am OliviaHaverson RT @Hyken: And no crediblity means no confidence. RT
@OliviaHaverson: Without authenticity you have no credibility. #
custserv
2012-05-23 1:29 am CustServGreeter @eric_andersen Always good to have you join in, Eric! #custserv
2012-05-23 1:29 am MarshaCollier @chrisjschmidt Frustrating when feedback doesn't make it to the dept
that it should go to #custserv
2012-05-23 1:29 am TYZWORLD RT @Hyken: Ask the happy customer: Is there one thing you can
think to make it even better. (Improve on greatness!) #custserv
2012-05-23 1:30 am ShinizleEzra Zappos Airlines – A First Class Ticket to Customer Experience #
custserv #cem http://t.co/VqDYBxfO via @DeliverBliss
2012-05-23 1:30 am JeffreyJKingman Q4: Do you share positive feedback with other customers? How? #
custserv
2012-05-23 1:30 am CustServGreeter RT @JeffreyJKingman: Q4: Do you share positive feedback with
other customers? How? #custserv
2012-05-23 1:30 am JdeAgustin @gregortbach right of course. #custserv
2012-05-23 1:30 am OliviaHaverson RT @MarshaCollier: #custserv RT @OliviaHaverson:
@MarshaCollier @danabroich What a great way to personify and
humanize your brand or company!
2012-05-23 1:30 am CustServGreeter Half time show! Time to hoist your favorite beverage! #Zappos! #
custserv
2012-05-23 1:30 am eric_andersen @CustServGreeter the fact that a company will simply listen to you
can be very powerful, even if it won't lead to a solution #custserv
2012-05-23 1:30 am sanchezjb MT @jeffreyjkingman @Hyken Consequently the need for good
algorithms. #custserv < And data quality.
2012-05-23 1:30 am ImMarkBernhardt Q4: Do you share positive feedback with other customers? How? #
custserv | A: Yes, by requesting & publishing testimonials.
2012-05-23 1:30 am ABHuret @ImMarkBernhardt @JeffreyJKingman Yes, during biz hrs. Had
fulfillment crisis occur on a wkend; team didn't have mobile access #
custserv
2012-05-23 1:31 am TCoughlin RT @CustServGreeter: exactly. Moderation and timing are key.
Sometimes a sincere "thank you and you're welcome" is all needed.n
#custserv
2012-05-23 1:31 am lttlewys RT @jeffreyjkingman: Q4: Do you share positive feedback with other
customers? How? #custserv
2012-05-23 1:31 am MarshaCollier @AmericanAir Question? Is there an Admirals Club in the Tom
Bradley terminal at LAX? Need to work tomorrow #custserv
2012-05-23 1:31 am CustServGreeter @eric_andersen Absolutely - if they "listen well" and know how to
communicate with you. #custserv
2012-05-23 1:31 am MeghanMBiro +1 @sanchezjb @jeffreyjkingman @Hyken Consequently the need
for good algorithms. #custserv < And data quality.
2012-05-23 1:31 am evanhamilton @chrisjschmidt YES! You can collect feedback all day, but if you don't
have processes for escalating, you're screwed. #custserv
2012-05-23 1:31 am danabroich @MarshaCollier @oliviahaverson we don't sell anything we can send
to the customer, the relationship is all we have. #custserv
2012-05-23 1:31 am Hyken A4: That's called a testimonial. Ask permission to share the
comment. #custserv
2012-05-23 1:31 am MarshaCollier RT @JeffreyJKingman: Q4: Do you share positive feedback with
other customers? How? #custserv
2012-05-23 1:31 am LaneSutton @JeffreyJKingman Do you mean as testimonials for positive feedback
with customers? #custserv
2012-05-23 1:31 am GregOrtbach @JdeAgustin Seems obvious but I've had service providers that were
fantastic at #Custserv however ultimately limited by an inferior
product.
2012-05-23 1:31 am chrisjschmidt RT @Hyken: A4: That's called a testimonial. Ask permission to share
the comment. #custserv
2012-05-23 1:31 am husamerciyes RT @Hyken: A2. When there's a problem, 3 to do's: Fix it, with the
right attitude and sense of urgency. #custserv
2012-05-23 1:31 am CustServGreeter +1 RT @Hyken: A4: That's called a testimonial. Ask permission to
share the comment. #custserv
2012-05-23 1:32 am LovelyLu A4 We use our positive feedback, and always thank our customers in
the process. Everyone likes to be acknowledged. #custserv
2012-05-23 1:32 am MarshaCollier @Hyken Testamonials are so nice, they make me smile #custserv
2012-05-23 1:32 am ABHuret @CustServGreeter LOL! Here's to #zappos! We need some kind of
chant ... #custserv
2012-05-23 1:32 am chrisjschmidt RT @ABHuret: @CustServGreeter LOL! Here's to #zappos! We
need some kind of chant ... #custserv
2012-05-23 1:32 am seventhman RT @CustServGreeter: +1 RT @Hyken: A4: Thats called a
testimonial. Ask permission to share the comment. #custserv
2012-05-23 1:32 am GregOrtbach Many thanks for the #Custserv RT :D @lttlewys @MarshaCollier
2012-05-23 1:32 am TCoughlin Best testimonials I get are returning customers. #custserv
2012-05-23 1:33 am ABHuret RT @Hyken: A4: That's called a testimonial. Ask permission to share
the comment. #custserv
2012-05-23 1:33 am Michael_Lytle A4 Customer Testimonials that reinforce your #custserv strengths
and capabilities are invaluable, especially with new prospects. #
custserv
2012-05-23 1:33 am Route53 @MarshaCollier acknowledgement is key...maybe reward. The key is
to incent them and others to do more. #custserv
2012-05-23 1:33 am 2ReviewCo @MarshaCollier @chrisjschmidt Often the feedback doesnt contain
enough structure/data to be meaningful to more than just a #custserv
rep
2012-05-23 1:33 am JdeAgustin @gregortbach That's an important point and I agree. #custserv
2012-05-23 1:33 am JdeAgustin RT @GregOrtbach: @JdeAgustin Seems obvious but I've had service
providers that were fantastic at #Custserv however ultimately limited
by an inferior product.
2012-05-23 1:33 am sanchezjb RT @custservgreeter +1 RT @Hyken A4 That's called a testimonial.
Ask permission to share the comment. #custserv
2012-05-23 1:33 am mike_nunes A4) Share both positive/negative feedback of other customers to help
customize what that customer decides is right for them #custserv
2012-05-23 1:33 am evanhamilton @CustServGreeter Cheers! #custserv http://t.co/yDPZSmgx
2012-05-23 1:33 am seventhman On Q4 I wonder what other creative ways you can share positive
feedback.. #custserv
2012-05-23 1:33 am MarshaCollier RT @Route53: @MarshaCollier acknowledgement is key...maybe
reward. The key is to incent them and others to do more. #custserv
2012-05-23 1:33 am Hyken @MarshaCollier A step above a loyal customer is a customer
evangelist - one that sings your praises to others! #custserv
2012-05-23 1:33 am CustServGreeter RT @evanhamilton: @CustServGreeter Cheers! #custserv
http://t.co/yDPZSmgx
2012-05-23 1:33 am chrisjschmidt Back to Q1: Sometimes you can't act on feedback if it's against
company values, ethics, morals, or just completely outlandish. #
custserv
2012-05-23 1:33 am ABHuret @GregOrtbach @JdeAgustin and then there are those with fabulous
prod/serv and fail miserably at #custserv
2012-05-23 1:34 am GregOrtbach Have we seen testimonial capability on website with built in 'share'
links or is that too much like leading the witness? #Custserv
2012-05-23 1:34 am CustServGreeter @evanhamilton Love it! #custserv
2012-05-23 1:34 am JeffreyJKingman @abhuret Agreed that some biz models I don't expect 24 hr CSR
response. Big biz - yes. #custserv
2012-05-23 1:34 am husamerciyes a4: yes yes yes the peer feedback and praise is the most trusted by
other customers #custserv
2012-05-23 1:34 am 2ReviewCo @MarshaCollier @Hyken Trouble with testimonials is that they arent
always believed/authenticated #custserv. Authenticating them adds
power.
2012-05-23 1:34 am GregOrtbach So very true. RT @ABHuret: @GregOrtbach @JdeAgustin and then
there are those with fabulous prod/serv and fail miserably at #
custserv
2012-05-23 1:34 am OliviaHaverson @2ReviewCo the company should be responsible for making a
system of easily tagging/ logging feedback so that it becomes data #
custserv
2012-05-23 1:34 am ABHuret A4 Legal tends to be very restrictive in using customer testimonials. #
custserv
2012-05-23 1:35 am CustServGreeter @GregOrtbach Leading the witness, testimony -als… been watching
legal shows? :) #custserv
2012-05-23 1:35 am chrisjschmidt @2ReviewCo There are ways to catalog that info to data, and
compile the info together. #custserv
2012-05-23 1:35 am ImMarkBernhardt @GregOrtbach Sure. Why not have 'share' links on a testimonial
page? #Custserv
2012-05-23 1:35 am evanhamilton @GregOrtbach We're considering it. Seems like they'll just ignore if
they don't want to. #custserv
2012-05-23 1:35 am JdeAgustin @abhuret @GregOrtbach Right ; works both ways - and both are
important to streamlined #customerexperience #custserv
2012-05-23 1:35 am GregOrtbach LOL -could be. :D RT @CustServGreeter: @GregOrtbach Leading
the witness, testimony -als… been watching legal shows? :) #
custserv
2012-05-23 1:35 am OliviaHaverson RT @Hyken: @MarshaCollier A step above a loyal customer is a
customer evangelist - one that sings your praises to others! #
custserv
2012-05-23 1:35 am JeffreyJKingman @ABHuret I think Mktg Dir's at medium companies push most for
testimonials w/o legal. #custserv
2012-05-23 1:35 am ABHuret A4 Best case scenario: The customer becomes your brand
ambassador and sings your praises across platforms. #custserv
2012-05-23 1:36 am CustServGreeter RT @OliviaHaverson: @2ReviewCo the company should be
responsible for making a system of easily tagging/ logging feedback
so that it becomes data #custserv
2012-05-23 1:36 am 2ReviewCo @OliviaHaverson Well the data should always be tracked to a
transaction or else it serves to real use to anyone #custserv.
2012-05-23 1:36 am JdeAgustin RT @Hyken: @MarshaCollier A step above a loyal customer is a
customer evangelist - one that sings your praises to others! #
custserv
2012-05-23 1:36 am OliviaHaverson @seventhman Perhaps in a weekly rap via @YouTube #custserv
2012-05-23 1:36 am seventhman @2ReviewCo reminds me of the FTC guidelines in doing product
reviews, wonder if the same applies to testimonials. #custserv
2012-05-23 1:36 am chrisjschmidt RT @ABHuret: A4 Best case scenario: The customer becomes your
brand ambassador and sings your praises across platforms. #
custserv
2012-05-23 1:36 am GregOrtbach Sweet RT @evanhamilton: @GregOrtbach We're considering it.
Seems like they'll just ignore if they don't want to. #custserv
2012-05-23 1:36 am Hyken RT @ABHuret: A4 Best case scenario: The customer becomes your
brand ambassador and sings your praises across platforms. #
custserv
2012-05-23 1:36 am TCoughlin unless I personally know the person giving the testimonial, I don't give
them much weight as a prospective customer. #custserv
2012-05-23 1:36 am TracyLCotton RT @ImMarkBernhardt: @GregOrtbach Sure. Why not have 'share'
links on a testimonial page? #Custserv
2012-05-23 1:36 am sanchezjb MT @oliviahaverson @2ReviewCo Company should..make a system
of easily tagging/ logging feedback so that it becomes data #custserv
2012-05-23 1:37 am ABHuret @JeffreyJKingman Absolutely! No excuses there ... though many fail
to enable their #social teams with mobile access. #custserv
2012-05-23 1:37 am MarshaCollier A4: I try to publish comments (with permission) on websites #
custserv
2012-05-23 1:37 am Michael_Lytle A4 Testimonials should be current and relevant. Old testimonials do
not reflect your active offerings. #custserv
2012-05-23 1:37 am chrisjschmidt What's the view on a client saying write their testimonial for them,
then they'll give the yes or no? #custserv
2012-05-23 1:37 am GregOrtbach We're seeing that trend too in web dev clients. RT @TCoughlin: ... I
don't give them much weight as a prospective customer. #custserv
2012-05-23 1:37 am seventhman @OliviaHaverson Haha... now, that reminds me of orabrush.. #
custserv
2012-05-23 1:38 am MarshaCollier @chrisjschmidt I would never write the testimonial for a customer #
custserv
2012-05-23 1:38 am 2ReviewCo @seventhman Yes Given the IT guy out the back can call himself a
customer and write a review on his own website thats very true #
custserv
2012-05-23 1:38 am MarshaCollier Q5: Do you ever "erase" customer feedback from your site or
Facebook page? #custserv
2012-05-23 1:38 am CustServGreeter not best. RT @chrisjschmidt: What's the view on a client saying write
their testimonial for them, then they'll give the yes or no? #custserv
2012-05-23 1:38 am CustServGreeter RT @MarshaCollier: Q5: Do you ever "erase" customer feedback
from your site or Facebook page? #custserv
2012-05-23 1:38 am MarshaCollier @2ReviewCo Good point #custserv
2012-05-23 1:38 am TCoughlin @GregOrtbach novelty factor has worn off for me. Trust factor as
well. #custserv
2012-05-23 1:38 am sanchezjb Incorporate customer testimonials into your brand's internal & external
storytelling. Seek resonance! #custserv
2012-05-23 1:38 am Hyken A5 Erase feedback when it is old and irrelevant. #custserv
2012-05-23 1:39 am chrisjschmidt I would never write it for them either, just curious what others thought.
#custserv
2012-05-23 1:39 am JeffreyJKingman RT @MarshaCollier Q5: Do you ever "erase" customer feedback from
your site or Facebook page? #custserv #custserv
2012-05-23 1:39 am Garza_Girl @MarshaCollier Oh my. I hope no one answers yes to that question.
#custserv
2012-05-23 1:39 am Hyken RT @Michael_Lytle: A4 Testimonials should be current and relevant.
Old testimonials do not reflect your active offerings. #custserv
2012-05-23 1:39 am GregOrtbach A5: Slippery slope ->only if it goes against a publicly posted
policy/abusive/offensive @MarshaCollier #Custserv
2012-05-23 1:39 am CustServGreeter RT @Hyken: A5 Erase feedback when it is old and irrelevant. #
custserv
2012-05-23 1:39 am dkragen Then they don't REALLY care. RT @chrisjschmidt: What's the view
on a client saying write their testimonial for them #custserv
2012-05-23 1:39 am ImMarkBernhardt Q5: Do you ever "erase" customer feedback from your site or
Facebook page? #custserv | A: No. Would, if feedback is
abusive/obscene.
2012-05-23 1:39 am LovelyLu A5 If it isn't relevant or extremely disruptive, sometimes we do, but we
still communicate with the person about it. #custserv
2012-05-23 1:39 am GregOrtbach Yep ->like clearance sales EVERY week :) RT @TCoughlin:
@GregOrtbach novelty factor has worn off for me. Trust factor as
well. #custserv
2012-05-23 1:40 am ABHuret RT @GregOrtbach: Let's not forget 2 strive 4 gr8 product or service
@JdeAgustin The key is to be a "solution finder" vs. simply a
"problem solver" #CustServ
2012-05-23 1:40 am seventhman RT @2ReviewCo: Yes Given the IT guy out the back can call himself
a customer and write a review on his own website thats very true #
custserv
2012-05-23 1:41 am TCoughlin @GregOrtbach or recurring, weekly "Going out of business" sales :-)
#custserv
2012-05-23 1:41 am produceconsume RT @TCoughlin: Best testimonials I get are returning customers. #
custserv
2012-05-23 1:41 am evanhamilton Oh god, no. Do not EVER erase customer feedback unless it's
obscene/violates CLEARLY stated rules. Can o' worms there. #
custserv
2012-05-23 1:41 am Route53 @MarshaCollier if they use profanity and/or act unreasonably #
custserv
2012-05-23 1:41 am MarshaCollier #custserv RT @JimbauxsJournal: @MarshaCollier Nope. All
feedback is good feedback, even if I'm being cursed out there.
2012-05-23 1:41 am MarshaCollier RT @evanhamilton: Oh god, no. Do not EVER erase customer
feedback unless it's obscene/violates CLEARLY stated rules. Can o'
worms there. #custserv
2012-05-23 1:41 am Hyken Apple won't sensor negative feedback (unless offensive) and let's it's
community of happy evangelists defend them. #custserv
2012-05-23 1:42 am MarshaCollier If you can't take the heat for your mistakes, you'd better get out of
business. Customers will eat you alive! #custserv
2012-05-23 1:42 am 2ReviewCo RT @evanhamilton: Oh god, no. Do not EVER erase customer
feedback unless it's obscene/violates CLEARLY stated rules. Can o'
worms there. #custserv
2012-05-23 1:42 am CustServGreeter @Route53 Hi, Erik -nice tosee you in the chat! #custserv
2012-05-23 1:42 am GregOrtbach Good form RT @Hyken: Apple won't sensor negative feedback
(unless offensive) and lets community of happy evangelists defend
them. #custserv
2012-05-23 1:42 am Michael_Lytle RT @MarshaCollier: If you cant take the heat for your mistakes, youd
better get out of business. Customers will eat you alive! #custserv
2012-05-23 1:42 am GregOrtbach Yes. RT @TCoughlin: @GregOrtbach or recurring, weekly "Going out
of business" sales :-) #custserv
2012-05-23 1:43 am kr8tr RT @MarshaCollier: If you can't take the heat for your mistakes, you'd
better get out of business. Customers will eat you alive! #custserv
2012-05-23 1:43 am bettervideo A5. 3 reasons we erase comments: Excessive profanity, personal
attacks on other commenters, and obvious spam. #custserv
2012-05-23 1:43 am seventhman @chrisjschmidt there are shady jobs posted online to write
testimonials for peanuts; seen lots of it, makes me cringe #custserv
2012-05-23 1:43 am JeffreyJKingman Q6: Do you have a specific action plan to allow feedback to drive
improvements? #custserv
2012-05-23 1:43 am wlynnae RT @MarshaCollier: If you can't take the heat for your mistakes, you'd
better get out of business. Customers will eat you alive! #custserv
2012-05-23 1:43 am MarshaCollier @kelitos_way You mean social business? #custserv
2012-05-23 1:43 am MarshaCollier RT @JeffreyJKingman: Q6: Do you have a specific action plan to
allow feedback to drive improvements? #custserv
2012-05-23 1:43 am GregOrtbach Hi Michael -nice to see you! @bettervideo #custserv
2012-05-23 1:43 am fmisle RT @MarshaCollier: If you can't take the heat for your mistakes, you'd
better get out of business. Customers will eat you alive! #custserv
2012-05-23 1:43 am CustServGreeter @GregOrtbach @TCoughlin A DJ in NYC years ago used to annouce
his studio as being "high atop the Going Out of Business Store" #
custserv
2012-05-23 1:43 am MarshaCollier @kr8tr Thanks, pal #custserv
2012-05-23 1:43 am husamerciyes A5: no as long as there's a response to that comment. Nobody is
perfect & show that u learn from ur mistakes #custserv
2012-05-23 1:44 am KRLRose RT @MarshaCollier: If you can't take the heat for your mistakes, you'd
better get out of business. Customers will eat you alive! #custserv
2012-05-23 1:44 am chrisjschmidt @seventhman Where do I sign up? Different then giving a sample
then writing a review? #custserv
2012-05-23 1:44 am ImMarkBernhardt Q6: Do you have a specific action plan to allow feedback to drive
improvements? #custserv | A: Plan -> Fix problem(s) now.
2012-05-23 1:44 am GregOrtbach LOL @CustServGreeter @TCoughlin #custserv
2012-05-23 1:44 am ABHuret A5 Unless a comment is obscene or violates TOS, removing feedback
(pos or neg) is the First Deadly Sin of #Social. #custserv
2012-05-23 1:44 am CustServGreeter @bettervideo Hi, Michael - welcome back! #custserv
2012-05-23 1:44 am MarshaCollier Fair RT @bettervideo A5. 3 reasons we erase comments: Excessive
profanity, personal attacks on other commenters, and obvious spam.
#custserv
2012-05-23 1:44 am RicMcCoy RT @MarshaCollier: If you can't take the heat for your mistakes, you'd
better get out of business. Customers will eat you alive! #custserv
2012-05-23 1:44 am GregOrtbach Payable by 7 deadly screenshots and infamy! RT @ABHuret:
removing feedback (pos or neg) is the First Deadly Sin of #Social. #
custserv
2012-05-23 1:45 am TCoughlin and demand a second helping and threaten neg SM feedback if they
don't get it! RT @MarshaCollier: Customers will eat you alive! #
custserv
2012-05-23 1:45 am ABHuret RT @GregOrtbach: A5: Slippery slope ->only if it goes against a
publicly posted policy/abusive/offensive @MarshaCollier #Custserv
2012-05-23 1:45 am CustServGreeter @RicMcCoy Hi, Ric - thanks for joining the chat! #custserv
2012-05-23 1:45 am seventhman RT @MarshaCollier: If you cant take the heat for your mistakes, youd
better get out of business. Customers will eat you alive! #custserv
2012-05-23 1:45 am fmisle RT @evanhamilton Dont ever erase customer feedback unless it's
obscene/violates CLEARLY stated rules. Can o' worms there. #
custserv
2012-05-23 1:45 am MarshaCollier ..and on eBay Post negative on site RT @TCoughlin: and demand a
second helping and threaten neg SM feedback if they don't get it! #
custserv
2012-05-23 1:46 am allthingsfadra RT @evanhamilton: Oh god, no. Do not EVER erase customer
feedback unless it's obscene/violates CLEARLY stated rules. Can o'
worms there. #custserv
2012-05-23 1:46 am eric_andersen @MarshaCollier @JimbauxsJournal the most innovative and open
businesses ensure their negative criticism is public #custserv
2012-05-23 1:46 am evanhamilton Q5 is a really good one. You must have a process to escalate
feedback & work WITH teammates, not tell them what to do. #
custserv
2012-05-23 1:46 am AngryLatino RT @evanhamilton: .Do not EVER erase customer feedback unless
it's obscene/violates CLEARLY stated rules. Can o' worms there. #
custserv
2012-05-23 1:46 am CustServGreeter RT @eric_andersen: @MarshaCollier @JimbauxsJournal the most
innovative and open businesses ensure their negative criticism is
public #custserv
2012-05-23 1:47 am danabroich @JeffreyJKingman quarterly voc meetings, leading to quick hits. The
rest goes into our continuous improvement process. #custserv
2012-05-23 1:47 am ABHuret @GregOrtbach Absolutely! God bless screenshots!!! : ) #custserv
2012-05-23 1:47 am JimbauxsJournal RT @eric_andersen: @MarshaCollier @JimbauxsJournal the most
innovative and open businesses ensure their negative criticism is
public #custserv
2012-05-23 1:47 am Hyken RT @evanhamilton: You must have a process to escalate feedback
& work WITH teammates, not tell them what to do. #custserv
2012-05-23 1:49 am seventhman I'm curious if a customer can blackmail a business when it comes to
getting paid for removing negative feedback on review sites? #
custserv
2012-05-23 1:49 am evanhamilton I went into the escalation process (& feedback in general) in this
presentation, actually: http://t.co/bk6eKkde #custserv
2012-05-23 1:49 am MarshaCollier Q7 - it's a good one! #custserv
2012-05-23 1:49 am MarshaCollier Q7: Are you aware of companies that blame customer service reps for
negative feedback? #custserv
2012-05-23 1:50 am CustServGreeter RT @MarshaCollier: Q7: Are you aware of companies that blame
customer service reps for negative feedback? #custserv
2012-05-23 1:50 am MarshaCollier @evanhamilton Thanks for that link! #custserv
2012-05-23 1:51 am chrisjschmidt @MarshaCollier I don't know any personally, but I would think there
are employees within companies that do. #custserv
2012-05-23 1:51 am TCoughlin no, thankfully. RT @MarshaCollier: Q7: Are you aware of companies
that blame customer service reps for negative feedback? #custserv
2012-05-23 1:51 am evanhamilton @MarshaCollier You're welcome! Would love to hear your feedback
on it! #punintended #custserv
2012-05-23 1:51 am JeffreyJKingman RT @MarshaCollier: Q7: Are you aware of companies that blame
customer service reps for negative feedback? #custserv
2012-05-23 1:51 am ImMarkBernhardt Good preso -- saw on prev share RT @evanhamilton: I went into the
escalation process (& feedback in general): http://t.co/BvN8ZQlb #
custserv
2012-05-23 1:51 am Hyken A7 Don't know co's that blame for negative feedback, but know many
that bonus for positive feedback. #custserv
2012-05-23 1:51 am CustServGreeter A7: Oh yes. It's a fear among customers, who become reluctant to
give feedback 'cause the rep will be blamed. #custserv
2012-05-23 1:51 am ABHuret A5: Removing feedback? Ask #Komen how that worked for them.
#BigFail #custserv
2012-05-23 1:51 am evanhamilton I do think customer service reps only get noticed when there's bad
feedback. Must highlight their good work too. #custserv
2012-05-23 1:51 am evanhamilton (I have a whole post on that too, but I'll spare you.) #custserv
2012-05-23 1:52 am CustServGreeter RT @evanhamilton: I do think customer service reps only get noticed
when there's bad feedback. Must highlight their good work too. #
custserv
2012-05-23 1:52 am GregOrtbach When #CustServ becomes #CustSAVE RT @ABHuret: A5:
Removing feedback? Ask #Komen how that worked for them. #BigFail
#custserv
2012-05-23 1:52 am MarshaCollier A7: I have heard that CRSs get blamed, so I tread fairly carefully #
custserv
2012-05-23 1:52 am MarshaCollier @evanhamilton Will do #custserv
2012-05-23 1:52 am chrisjschmidt @evanhamilton Do you have a place where these are all posted? #
custserv
2012-05-23 1:52 am Hyken RT @MarshaCollier: A7: I have heard that CRSs get blamed, so I
tread fairly carefully #custserv
2012-05-23 1:53 am seventhman @MarshaCollier A7 maybe lots, but it's an internal issue & we may
never hear of it. Just dial a 1-800 no. #custserv
2012-05-23 1:53 am JeffreyJKingman Q8: How can feedback systems be improved? #custserv
2012-05-23 1:53 am mike_nunes A7) NPS(Net Promoter Score) can accurately place blame on the
right department. :) #custserv
2012-05-23 1:53 am MatthewMarx RT @ABHuret: A1 Feedback happens whether u ask for it or not.
People blog, review, post, tweet 24/7. Social listening is as imprt as
action. #custserv
2012-05-23 1:54 am MarshaCollier RT @JeffreyJKingman: Q8: How can feedback systems be improved?
#custserv
2012-05-23 1:54 am CustServGreeter RT @JeffreyJKingman: Q8: How can feedback systems be improved?
#custserv
2012-05-23 1:54 am MarshaCollier @mike_nunes How do you use the NPS score to do that? #custserv
2012-05-23 1:54 am bettervideo @GregOrtbach @CustServGreeter Hi fellas! Popping in and out via
mobile, but too addicted to #custserv chat to stay away completely.
:-)
2012-05-23 1:54 am twieberneit simplify 'em RT @JeffreyJKingman: Q8: How can feedback systems
be improved? #custserv
2012-05-23 1:54 am chrisjschmidt RT @twieberneit: simplify 'em RT @JeffreyJKingman: Q8: How can
feedback systems be improved? #custserv
2012-05-23 1:54 am JeffreyJKingman Join over 850 others "into" customer service on LinkedIn
http://t.co/fWejLMPl #custserv
2012-05-23 1:54 am ImMarkBernhardt Q8: How can feedback systems be improved? #custserv | A: Varies
by system. Generally, make more transparent, more responsive.
2012-05-23 1:55 am Zendesk RT @micahsolomon: Grateful to speak to the great audience at
@Zendesk #custserv event today in Denver. Onward to Austin!
#speaker #herotour
2012-05-23 1:55 am CustServGreeter Continue this discussion in the #CustServ Exchange LinkedIn Group
http://t.co/TJabDRm9 #custserv
2012-05-23 1:55 am TCoughlin start by creating one, or actually using the one in place. RT
@JeffreyJKingman: Q8: How can feedback systems be improved? #
custserv
2012-05-23 1:55 am evanhamilton @chrisjschmidt These all live on http://t.co/oBOjpVyZ. "Reps get
noticed when there's bad news" is at: http://t.co/14vFrHCr #custserv
2012-05-23 1:55 am billquiseng RT @twieberneit: simplify em RT @JeffreyJKingman: Q8: How can
feedback systems be improved? #custserv
2012-05-23 1:55 am CustServGreeter A8: Plan - have process for handling negative and positive feedback.
Won't always work, but not planning seldom works. #custserv
2012-05-23 1:55 am MarshaCollier @micahsolomon I'm heading to Denver to speak on Friday! #speaker
#custserv
2012-05-23 1:55 am evanhamilton @MarshaCollier Absolutely, happy to oblige. Hit me up anytime you
want some #custserv data - if I can, I'll get it.
2012-05-23 1:55 am danabroich “@Hyken: RT @MarshaCollier: A7: I have heard that CRSs get
blamed, so I tread fairly carefully #custserv” the cos integrity=CSR
treatment
2012-05-23 1:56 am ABHuret @GregOrtbach Supporters have abandoned them in droves. Can
provide deets offline : ) #custserv
2012-05-23 1:56 am CustServGreeter A8: #2 - Get the info to the right pelople who can affect outcomes and
actions. #custserv
2012-05-23 1:56 am mike_nunes @MarshaCollier Not my department. But I know my company can
differentiate if it was part of the scope of my service or elsewhere. #
custserv
2012-05-23 1:56 am GregOrtbach Glad you could stop in! @bettervideo @CustServGreeter #CustServ
2012-05-23 1:56 am MarshaCollier Q9: What's one excellent feedback experience you've had
(personally)? #custserv
2012-05-23 1:56 am ImMarkBernhardt Yes --> RT @CustServGreeter: A8: #2 - Get the info to the right
people who can affect outcomes and actions. #custserv
2012-05-23 1:56 am JeffreyJKingman About to share this hashtag's metrics past 24 hours courtesy of
@hashtracking #custserv
2012-05-23 1:56 am GregOrtbach @ABHuret Thanks ->sounds like a solid learning opp. #Custserv
2012-05-23 1:56 am chasmiller #custserv Popping in after a long hiatus supporting my VP as he was
out on medical leave. He's back and I'll be back next week. Great
topic.
2012-05-23 1:56 am fmisle @ABHuret I've heard PayPal and GoDaddy have had a few bad
ones.. Never heard of the Komen one; pardon my ignorance. #
custserv
2012-05-23 1:56 am GregOrtbach RT @JeffreyJKingman: About to share this hashtag's metrics past 24
hours courtesy of @hashtracking #custserv
2012-05-23 1:57 am CustServGreeter @bettervideo @GregOrtbach Would you like some Kool-Aid with
that?:) #custserv
2012-05-23 1:57 am chrisjschmidt Ok, need to jump out of #custserv, and stop lurking in #getrealchat.
Need to get up in 6 hrs for work. No #smmanners either.
2012-05-23 1:57 am CustServGreeter @chrisjschmidt See you, Chris - thanks! #custserv
2012-05-23 1:57 am evanhamilton For Q8 I'm biased since @UserVoice makes a customer feedback
system. What do YOU think we need to improve, #custserv?
2012-05-23 1:57 am MarshaCollier A9: Best #custserv experience ever was when @AmericanAir
tracked down my lost tablet - in another city & returned it to me
2012-05-23 1:57 am JeffreyJKingman 1,229 tweets generated 5,939,770 impressions, reaching 1,144,624
followers w/in past 24 hours http://t.co/a7hkrfe3 #custserv
2012-05-23 1:57 am bettervideo A7. We've had commenters name names of #Custserv agents, so
you'd better believe there were serious conversations and QA
recording reviews
2012-05-23 1:57 am CustServGreeter Metrics! Woohoo! RT @JeffreyJKingman: About to share this
hashtag's metrics past 24 hours courtesy of @hashtracking #
custserv
2012-05-23 1:58 am MarshaCollier @evanhamilton Yea, but my customers don't like your t-shirt #
custserv
2012-05-23 1:58 am evanhamilton @chasmiller Welcome back! #custserv
2012-05-23 1:58 am TCoughlin literal tears of joy (multiple times) RT @MarshaCollier: Q9: Whats one
excellent feedback experience youve had (personally)? #custserv
2012-05-23 1:58 am CustServGreeter RT @JeffreyJKingman: 1,229 tweets generated 5,939,770
impressions, reaching 1,144,624 followers w/in past 24 hours
http://t.co/a7hkrfe3 #custserv
2012-05-23 1:58 am bryantbone Seconded. RT @Zendesk: RT @micahsolomon: Grateful to speak to
the great audience at @Zendesk #custserv event today in Denver.
#herotour
2012-05-23 1:58 am ABHuret A7 That accusation isn't limited to CSRs; often it is the work of
disgruntled employees. #custserv
2012-05-23 1:58 am ImMarkBernhardt Q9: What's one excellent feedback experience you've had? #
custserv | A: Gave kudos via SM, got quick reply asking to pass back
to CSR.
2012-05-23 1:58 am JeffreyJKingman RT @MarshaCollier: Q9: Whats one excellent feedback experience
youve had (personally)? #custserv
2012-05-23 1:58 am ABHuret RT @CustServGreeter: A8: Plan - have process for handling
negative and positive feedback. Won't always work, but not planning
seldom works. #custserv
2012-05-23 1:58 am CustServGreeter RT @MarshaCollier: Q9: What's one excellent feedback experience
you've had (personally)? #custserv
2012-05-23 1:58 am evanhamilton My feedback experiences with @argylesocial have been great - they
actually want to understand what I'm trying to do! #custserv
2012-05-23 1:58 am sanchezjb A6 Customer agreeing to appear in a promotional video extolling the
virtues of the partnership we created. #custserv
2012-05-23 1:59 am CustServGreeter @chasmiller Thanks, Charles - see you then! #custserv
2012-05-23 1:59 am MarshaCollier Tonight's #custserv chat will be archived at http://t.co/Z18pZ0tX by
tomorrow mornning
2012-05-23 1:59 am CustServGreeter RT @MarshaCollier: Tonight's #custserv chat will be archived at
http://t.co/Z18pZ0tX by tomorrow mornning
2012-05-23 1:59 am ABHuret @GregOrtbach A definite case study in what *not* to do in #social. #
custserv
2012-05-23 1:59 am chasmiller One tweet for tonight's #custserv topic. We seek out explicit & implict
customer feedback. Always so much to learn and improve!