Twitter

Using an Easy Bake Oven to cook the Thanksgiving Turkey

Posted on November 27, 2016 in Customer Satisfaction • People management • Social Media • Twitter

By Garry Schultz Expecting Social Media channels to serve up bona fide truth is like using an Easy Bake Oven to cook the Thanksgiving Turkey. The result may not be what was hoped for. Close neighbors just held an election where Truth took a severe beating & was left, bloodied, in the gutter. Facebook users […]

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Smart Solution, Dumb Deployment

Posted on October 17, 2013 in Contact Centre Ops • Customer Experience • Social Media • Technology • Twitter

Tags: #callcenter• #cctr

“Customer service starts where customer experience fails.” Chris Zane, Zanes Cycles One of our friends Bill Jelen (Mr. Excel) recently forwarded an account of his efforts to get cable service for his father. Obvious Time Warner attempted to improve customer service and experience which has gone, well, wrong. Here in Bills own words: Our local cable […]

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Toyota Just Doesn’t Get It- Poor Design = Poor Experience

Posted on December 29, 2010 in Call Center Consulting • Call Center Management • Call centre consulting • Customer Experience • Opinion • Quality • Social Media • Strategy • Twitter

Tags: Call Center Consulting• Contact Center Consulting• Contact Center Management• poor service• Seth Godin• Social Media• Strategy• Taylor Reach Group• Toyota• Twitter• Website design

I like to think of myself as having patience, though it has been said that I don’t always suffer fools well. I was having a happy retail experience, well at least as happy as one can have when you leave $1200 with the dealer. I did need new front brakes, so all in all I […]

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Customer Reach Summer Update

Posted on July 26, 2010 in Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Facts and Figures • News • Newsletters • People management • retention • Social Media • The Taylor Reach Group • Turnover • Twitter

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• ContactBabel• Customer Service Consulting• Operational Management• poor service• Research• Social Media• Taylor Reach Group• Twitter

Published by: Summer Update This has been a wonderful summer so far and we hope that all of you are enjoying wonderful weather. While we don’t publish Customer Reach during the months of July and August, there is so much going on that we wanted to keep you up to date, hence the summer update. […]

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Sturgeons Law, Customer Service and Twitter

Posted on July 12, 2010 in Call Center Consulting • Contact Centre Ops • Social Media • Twitter

Tags: Call Center Consulting• Contact Center Strategy• Customer Service Consulting• Social Media• Strategy• Sturgeons Law• Twitter

Sturgeons Law or revelation states that 90% of everything is crap. Now there is some debate as to whether he was speaking just about Science Fiction (he was a sci fi author) or literally about everything. Regardless of his target this quote first made in 1951 seems incredibly prophetic today when considering social media. I […]

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