Some great posts from stalwart content creators in the last week or so in the realm of customer service:
Ron Kaufman, guestposting at Who’s Your Gladys?, writes a great piece on overcoming initial defensiveness when faced with customer criticism and how he got beyond that to create an engaged customer. His anecdote is as telling about himself as his methods, and worth learning from.
Lisa Barone articulates a nuanced point here about the difference between being the face of a company or a brand and “injecting personality” into your social media. A serious misstep from a well-known brand to learn from here.
At Duct Tape Marketing, Jon Jantsch gives an overview of how to create both a shared sense of ownership between employers and staff as well as guidelines for actual, brick and mortar shared ownership. A bit controversial, but easy to see the benefits of “…remove[ing] politics and free[ing] people to stretch far beyond the confines of the normal job description.”
The Susan Boyle intro, while a lovely story, actually seemed to distract from the point made by Cynthia Clark over at 1to1 Media about centering the customer’s voice in company reflections. Click through for case studies including Avon and Boston Scientific.
