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If you are trying to figure out a Social Media Customer Service strategy, find some others already underway, and learn from what they do right (and wrong). In the article “Mayor Lee Announces First of its Kind Facebook Application for City Services,” the City and County of San Francisco touts its new Facebook application that […]

Talk about knowing and caring about your customer! This story about how a Domino’s Pizza delivery person may have saved a life was an amazing read and video. Check out the story, and think about how this could happen in your company… An 82 year-old woman orders a pizza every day for 3 years. When […]

When people find out that I’m a customer service speaker, researcher, and consultant, they immediately think that they have license to vent and complain to me…and I love every minute of it! If people didn’t complain when something goes wrong, it would mean one thing – they’re apathetic. And nothing is worse than apathy. Care […]