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A recent J.D. Power study on retention among automobile manufacturers noted that Hyundai has the best customer retention – a 64% rate. The industry average was only 49%. So that means that only half of you (and me) buy the same brand of car that we’re replacing. Yikes! If that’s not a red flag to […]

I recently participated in a podcast on the 2012 Trends in Customer Service (see the MESH Network’s Stepping Up Service 6 Episode or visit iTunes). Here’s a sneak peek at the key trends to look for this year: Social Media Learns How to Play Well With Others Look for intentional integration of Social Media with […]

In the article 20 minutes is too long for Twitter Customer Service, Michael Pace notes that the “@HyattConcierge Twitter response time goal (service level) is 20 minutes.” He then talks about whether that is the right goal – particularly from the customer’s perspective. Mr. Pace offers several standards based on the type of social media […]