Neil Bearse – Enlightenment through social media, analytics and acting like human beings
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Archive for the ‘Customer Service’ Category
The customer is always active
With all of the digital tools at our fingertips, the field of Customer Relationship Management is exploding. Whether you’re talking about email marketing, social media, or cloud-based database systems, the value of relationships is sure to be at the forefront of the conversation. I...
Read moreRemember your rookie season
Most of you have probably never heard of my favourite hockey player before. He wore #15 for the Montreal Canadiens. He stood 5’8″ and weighed in at a spritely 180lbs. In his NHL career, he tallied 31 goals and 80 points over 192 games,...
Read moreBend the corners of your customers
Somewhere in my parents’ attic are boxes full of baseball cards. They sit there and they collect dust. Once upon a time, I put them behind hard plastic cases, shoved them in binders, and shielded them from sunlight, dust and fingerprints. In another box...
Read moreOpen your hands
Sometimes life makes it feel like you should ball up your fists. Fight this urge with everything you’ve got. It’s far better to go through your life with your hands wide open. An open hand can: wave hello say “welcome, nice to meet you,...
Read moreWhat’s in a name?
When I was younger, I wrote a lot of letters. Most of them were to professional athletes. The pattern was always the same: Write a letter, stuff a baseball card or photo into the envelope, send it and wait. I was after one thing:...
Read moreTreating your customers like family
Did your mother ever insist you write hand-written thank you notes for gifts? There’s a reason she didn’t encourage you to enter all of your closest friends and relatives into Salesforce and generate a template response with quick instant personalization. By taking the time...
Read moreDoes your reputation sell you or sink you?
What if your reputation was all you had? Strip away everything else about your organization or yourself. Ignore your brochures, your slogans and trademarks. Ignore your resume, your degrees and certifications. If someone set out to discover not just who you are, but what...
Read moreDo you move at the speed of Facebook?
Yesterday, for the first time in a long time, I picked up the phone and called someone about their service. I didn’t visit their website, I didn’t search on google to read about their industry; frankly, I didn’t care what their digital presence was...
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