Switzerland: Chocolate, Cheese, Watches and Social Media?

Good Morning ‘No Fluff’ Social Media readers. Last week’s post on social ad’s was a hit, I’m thankful so many of you took the time to reach out and let me know you enjoyed the videos. I’ll understand if people take a break from my blog this week with the holiday weekend but if you chose to be here you have my gratitude.

Duty calls so it’s no holiday in the Schaeffer household. Especially for my unselfish, patient and understanding wife. I’ll be hopping on a plane for Switzerland today while she manages three kids by herself for a week. I don’t think my amazing wife reads my boring blogs but if you do, I love you honey! Did I mention your beautiful, stunning and gorgeous?

I’m going to be speaking at a workshop on Social Customer Service. A topic I love. I’m still finalizing the presentation but here is the outline. What do you think?

1. The History of Customer Service

• From the general store when the owner knew every customer by name thru phone, email and now Facebook and Twitter.

2. How the Customer Has Evolved

• The most important word in Customer Service is Customer, not Service. It’s always about the customer and the customer has changed. We are much more knowledgeable today, we buy what our family/friends recommend and want to do business with companies that align with our personal values.

3. The Customer Service Department is Dead

• Brands can’t afford to have customer service as a standalone department. It simply has to be weaved into the fabric of everything the organization does. It’s like culture, there is no culture department, it’s the way people behave and make decisions. Customer service is the same.

4. Marketing Will You Marry Me? Love, Customer Service

• Customer Service IS the new marketing. As consumers we don’t care about TV commercials, newspaper ad’s and big billboards. We get online and read reviews and ask our peers before purchasing a product or service. Customer service and marketing have to work in concert because customer acquisition and retention are no longer mutually exclusive, they are one in the same. Happy customers buy more, happy customers get new customers to buy. Dissatisfied customers leave, and take potential consumers with them.

5. Listening Strategies for Social Customer Service

• Traditional social listening is focused on brand/product mentions, competitors and campaign measurement. Listening for social care is proactively looking for consumers that need help, have a question, communicated a negative experience, took the time to share a positive experience or perhaps just in pre-purchase mode doing a little online research.

6. Social Customer Care Metrics and KPI’s

• As discussed in the previous point, because listening strategies are different between marketing and customer service so are the metrics. For example, social care metrics measure how many customers helped each day, top complaints and products issues. However, although different on the surface, service can learn from marketing because shouldn’t we be measuring likes, shares and reach of our service recovery engagements?

Well that’s an appetizer, there will be much more to the presentation including;

• Operational models on creating a Center of Excellence vs Localized support vs Centralized program structures
• Technology requirements and the ecosystem of tools required to deliver outstanding social customer service
• Social Customer Care Playbook. The process, training, certification, reports, and roles/responsibilities involved in launching a program.
• Social Customer Care Maturity Curve. Excited to be delivering a brand new creation to help brands with a crawl, walk, run, fly approach. Social care is a journey, not a project with a start and end date.

I’ll let you know next week how it goes hopefully with some really cool pictures of Switzerland, I’ve heard its beautiful.  Have a fun safe holiday weekend and thanks again to all of you who comment, share and like my blog.

How to Solve the #1 Challenge in Social!

For those of you who have joined me every week in 2013 here on the no fluff social media blog I really appreciate you. If its your first time checking it out, Welcome!

Working for the Salesforce.com Marketing Cloud I get to discuss social media with the world’s largest brands everyday and there is almost always one common challenge.

How do I know if my customer Chad Schaeffer, who lives in Plymouth, Michigan, and has an email of chadmschaeffer@gmail.com and the new 313 area code cell phone is the same guy on Twitter @ChadSchaeffer.

BTW…..Did you realize there are three Chad Schaeffer’s in South Dakota alone? This can be a tricky problem!

In the world of marketing and customer service everything starts with knowing who your customers are and this challenge in social media has companies pulling their hair out. Some of the systems being used to store customer data can’t even capture twitter handle.

I think the reasons are obvious why marketers want to know who you are in social media, things like;

1. They want to target you based on demographic data

2. They want to target you based on what you do and where you go online

3. They want to target you based on what you have bought in the past

Likewise in customer service

1. They want to personalize their service, maybe give you the white glove treatment if you are an influencer

2. They want to know if you have called, emailed or chatted with them before about your issue/question

3. They want to build a customer history for you, understanding what your experience has been like with their brand

So how do you match twitter handles with your existing customer data?  Don’t do what I’ve seen some companies trying to do. Building complex search algorithms that match Twitter profile data with customer data in a CRM database and try to merge the two together automatically.

The solution is far easier and we only have to go back 13 years in history to find it.

It’s called email.

When I first started working in CRM in 2000, brands began preparing for consumer email.  Personal email starting becoming popular around 1995 but it always takes a few years for companies to catch up to consumers.

In 2000 it was the same question, people are sending me emails from bigbooty@aol.com and slimshady@hotmail.com, how do I know who they are?

Remember what happened next?

Apply for a store credit card (enter email address), call customer service (can I have your email address), join a loyalty program (email address), buy something online (create a username aka email address), want to receive coupons and special offers (email address), want to stop junk mail and join or email list (email address).

Fast forward and what do most Fortune 500 consumer base companies have? Giant CRM systems filled with consumer information linked with an email address.

I’m just not smart enough to think of the really advanced brilliant technological solutions so I have to do the best I can with my average smarts and find the simple no fluff common sense approaches like start asking your consumers for their twitter handle every time they interact with you!

Here is the last point, again similar to email. Your customers data privacy should be a high priority, same with only using that twitter handle for things your consumer has agreed to.  Let’s learn from the credibility many companies have lost by spamming consumers.

Heading to Punta Cana for a few days, I hope wherever you are the sun is shining on you as well! Until next week.

Get Started! Social Service – Part 5

Although this is my final post in the Get Started Social Service series, our journey is just beginning SOCAP and CRSummit.

The rebirth of customer care has provided such a bright future for those of us struggling in the world of complaint departments.

The contact center of the future driven by social CRM gives us the opportunity to be sitting at the C-suite impacting the bottom line like never before.  But we have to seize this opportunity so let’s get started.

Technology Requirements – It would be foolish to have marketing personnel use the same contact center software agents leverage to retain and wow customers for their jobs, so why would customer care use the same listening and social reporting software as marketing?

1. Filtering – There is lots of conversation on the internet.  Not all of it, not even most of it is actionable so to avoid customer service agents weeding through the needle in the hay stack, make sure you are comfortable with the filtering functionality.

2. Routing – The relevant social conversation remaining after the filtering should be routed to the right response team based on your documented swim lanes.

3. Productivity – Keep it simple for customer service agents, they need to spend time responding and wowing customers not fooling around with a bunch of sexy bells and whistles.  Don’t be distracted with unnecessary functionality required for marketing but just reduces usability and productivity for your agents.

Tip: Reporting is always a key requirement, here is some food for thought.

Social Media Marketing Metrics	Social Service Metrics
Sentiment & Share of Conversation	How Many Customers Thanked Today
Friends, Followers, Views, Likes, ReTweets	How Many Customers Helped Today
Word Clouds & Hot Topics	Volume of Service Issues by Source (Facebook, Twitter, YouTube, Forums, Blogs)
Influencer Analysis	Top 10 Complaints & Inquiries in Social
Geo-Location Insights	Response Time & Escalations By Source

Key Process Requirements – Hopefully by now you’ve realized I like to keep things simple.  I don’t think you need to go crazy with process engineering and documentation right off the bat.  However, there are a few key steps to get in writing and agreed upon, hope this list helps.

1. Channel Expansion – Document all the Facebook pages, Twitter handles, forums and YouTube channels (with id’s/passwords) and how you evaluate and expand into new communities.

2. Response Swim lanes – Document who is going to respond to what on each channel and get concensus with marketing.

3. Escalation & Offline – Not every consumer can be satisfied in social media with 140 characters or on a Facebook wall for the whole world to see.  How are you going to respond to get them off-line?  Are you going to transfer them to another function? What information are you going to transfer with the consumer?  How do you close the loop back in the original social channel?

Tip: For swim lanes as your deciding on who is going to respond use actual tweets, posts and comments because it’s a harder exercise then you might expect.

Social Service Wrap Up – I really enjoyed writing this blog series and I hope you found it helpful.    I’m a huge fan of everyone in the customer care community and I look forward to evangelizing on your behalf at the next SOCAP or CRSummit.  Remember, keep it simple and just get started!

Tip: I would love to continue the conversation at cschaeffer@3csi.com or 614.302.2182. Scratch that, you are all social media experts now so reach out on twitter @chadschaeffer.

If you missed Monday’s Get Started! Social Service – Part 1; https://chadschaeffer.wordpress.com/2012/05/14/get-started-social-service-part-1/

1. Where are customers talking about your brand?

2. What are they saying?

3. How well are you responding to customer service opportunities today?

Tuesday’s post Get Started! Social Service – Part 2; https://chadschaeffer.wordpress.com/2012/05/15/get-started-social-service-part-2/

4. What is your current response time?

5. When are customers talking about your brand (day/time)?

6. How to start responding if you aren’t today

Wednesday’s post Get Started! Social Service – Part 3; https://chadschaeffer.wordpress.com/2012/05/16/get-started-social-service-part-3/

7. How to partner with marketing

8. How to define response swim lanes

9. Free social media listening tools

Thursday’s post Get Started! Social Service – Part 4; https://chadschaeffer.wordpress.com/2012/05/17/get-started-social-service-part-4/

10. Social care strategy

11. How to get started on Twitter

12. Who to follow on Twitter

Get Started! Social Service – Part 3

Upon returning from the SOCAP and CRSummit conferences the challenge for many customer service professionals was clear.

How do I launch a social customer care program?

For the past 12 years I’ve been a huge advocate and evangelist for the contact center so I’m creating a daily 5 part series to help you get started!

Its hump day of your first week back from CRSummit, don’t lose your focus and momentum, stick with it!  Remember, as customer experience leadership professionals we owe it to our consumers to get involved in social media.  They are counting on us!

Let’s Get Started – Part 3!

How to Partner With Marketing – Focus on what you can both rally around, the customer! Too often I see contact center leadership get off on the wrong foot with marketing with the “Who should own social media?” discussion. If you are just launching a social care presence, you aren’t ready to own social.  Here is what you DO own! Customers on Facebook and Twitter who have questions, complaints or take the time to say I love your products/services are being ignored like in this example.

Tips:

• Customer service has low-cost expert resources that can increase engagement without breaking the social media budget.
• Contact centers already work flexible hours and can help with off hours response.
• Ask marketing for their help in providing social media training for your contact center agents.
• Exceptional social service improves peer-to-peer recommendation and word of mouth, aka, THE most effective marketing.

Defining Response Swim Lanes – Consumers are slowly migrating away from traditional customer service channels and moving towards Facebook, Twitter and other social communities for service growing the online conversation.

This presents a challenge: Who is the right internal team to respond to each of these consumers?  How do you keep from bumping into each other?

The answer is to define, agree and put in writing the most common categories of social conversation and who will respond to each.

For example, Sony has over 2 million fans on Facebook.  Their customers have questions about promotions, future products, technical questions, fans uploading photos, quality complaints, where to buy questions and thousands of other engagement opportunities.

If each team stays in their swim lane, each customer can receive outstanding service from the most knowledgeable company ambassador.

Tip: Here is a quick and simple example of swim lanes

Marketing/PR	Customer Service
Future Product Questions	Product Complaints
Campaign Complaints/Inquiries	Product Suggestions
Crisis Communications	Existing Ownership Product Inquiries
Blogger/Influencer Interactions	Warranty & Rebate Questions
Upcoming Events	Service & Policy Issues
Charity/Environmental Concerns	Thanking Customers For Compliments

Get Started With a Free Social Media Listening Tool – Most global 1000 brands with a strong online customer care presence have pretty sophisticated social CRM requirements and ultimately a technology partner will become a necessity.

However, don’t let the process of creating an RFP, approving a budget and choosing a vendor stand in your way of getting started right now!

HootSuite is an awesome tool for beginners that will allow you to track your brands Facebook pages, Twitter handles and company blog. You can also create custom searches based on keywords/hashtags (i.e. top product name).  Most importantly, you can respond and engage directly with consumers via HootSuite.  Actually most importantly, did I mention Hootsuite is free?

See you tomorrow when I discuss;

1. Customer Care Goals & Strategies

2. How to Set Up a Personal Twitter Account

3. Social Media Thought Leaders

If you missed Monday’s Get Started! Social Service – Part 1 post, you can find it right here: https://chadschaeffer.wordpress.com/2012/05/14/get-started-social-service-part-1/

The focus was on 3 things.

1. Where are customers talking about your brand?

2. What are they saying?

3. How well are you responding to customer service opportunities today?

Tuesday’s post Get Started! Social Service – Part 2 is right here; https://chadschaeffer.wordpress.com/2012/05/15/get-started-social-service-part-2/

Tuesday’s key topics.

4. What is your current response time?

5. When are customers talking about your brand (day/time)?

6. How to start responding if you aren’t today

Get Started! Social Service – Part 2

While presenting recently at the SOCAP & CRSummit customer service conferences focusing on social media I met so many fantastic people who were struggling with how to launch their social customer care program. They recognize the avalanche of customer service opportunity is growing by the day and its time to do something about it and I’m here to help!

Each day this week I’m creating a simple blog post for beginners that will require no budget or technology.  (just a LITTLE bit of time commitment)

If you missed yesterdays Get Started! Social Service – Part 1 post, you can find it right here: https://chadschaeffer.wordpress.com/2012/05/14/get-started-social-service-part-1/

The focus was on 3 things.

1. Where are customers talking about your brand?

2. What are they saying?

3. How well are you responding to customer service opportunities today?

Now its time to move on to Part 2. Let’s Get Started!

Response Time – If you are in the 25% minority that does respond to customer service opportunities in social media, how responsive are you in each channel?  Do a quick audit of your Twitter & Facebook pages, typically do you get back to customers within an hour? 24 hours?  That number is different dependent on industry but in general under an hour will WOW your customers, under 3hrs is still very good, 24hrs and you are pushing your luck.

Tip: Forum response times in the 4-6 hour range are typically seen as strong, even up to 24hrs is acceptable.

Social Arrival Pattern – Closely linked, in order to have an effective response time you have to understand what time customers post service opportunities in social.  The numbers may surprise you, for one of my large clients more volume comes in from 5pm-12am EST then 9-5pm EST.  Furthermore, their weekend volume only dips about 20% from weekday volume.

Tip: If you decide to start with 9-5pm EST, post those listening times in each social channel to set customer expectations.

How to Start Responding (Every Time!) – This is the one step that makes customer care professionals the most nervous.  Trust me, it’s not going to be as difficult as you might think.  Simply report on the top 20 reasons for contact for email and phone calls.  Typically, customer service opportunities in social are very similar.  So you can leverage the years of experience in responding to consumers in more traditional channels with all the same tools at your finger tips like your CRM tool, response library and knowledge management system.

Tip: Print out a common email response template, have your agents reword in 140 characters.

See you tomorrow when I discuss;

1. Customer Service & Marketing Partnership in Social

2. How to Create Response Swim Lanes

3. Free Social Monitoring Tools

Get Started! Social Service – Part 1

I recently presented at the Society of Consumer Affairs Professionals in Baltimore and the Customer Response Summit in Austin on some of the fundamentals of creating a successful social customer care program. The most frequent question I was asked was, “Where do I start?”

I’m creating a week-long series of simple tips that requires no budget or fancy technology. I hope you find my blog helpful. Let’s get started!

Social Heat Map – First, you have to understand where the relationship building opportunities are by evaluating how much conversation takes place on each social community. Keep it simple, if there are 50+ opportunities a day its hot, 20+ its medium, 1+ its mild. It can vary by industry but start in this order;

1. Twitter
2. Surprisingly second, check out online forums and user communities
3. Facebook
4. Google+
5. Company Blog
6. LinkedIn (Company Page Comments, Groups)
7. YouTube (Company & Personal Channel)
8. Personal/Industry Blogs (WordPress, Tumblr, Blogger)
9. Review Sites (Yelp, Trip Adviser)
10. Pinterest
11. FourSquare

Remember, you are looking for actionable relationship building opportunities, not just brand mentions.

Tip #1 – A large 3CSI automobile client has 6 times the conversation on forums like Camaro5 and Corvette then they do on Facebook.

Social Conversation Map – What is the tone of the online conversation? Evaluate on each channel the primary reason for discussion. Twitter is great for compliments, proactive and sales leads. Forums generally have customers troubleshooting issues and asking questions.

1. Complaints
2. Questions
3. Compliments
4. Proactive (i.e. In the auto industry, participate in discussion about fuel mileage or towing)
5. Sales Leads (i.e. Should I buy the new Cadillac CTS or Lincoln MKZ?)

Tip #2 – Aren’t we trying to create raving fans in social so they influence their friends and family? So start by acknowledging and thanking all the customers online that already love you and take the time to share their praise.

Social Response Audit – Once you know where the conversation is happening do a simple self audit on Twitter, a few top forums and Facebook looking for consumer questions/complaints/compliments that have been ignored. Industry data suggests that about 70% of brands don’t respond to customer complaints on Facebook and Twitter.  Don’t be a part of that stat!

Tip #3 – Start from the bottom of Facebook streams and work your way up. Generally brands respond to the first few comments and ignore the stream as it grows.

Marketing Will You Dance With Me? Love, Customer Service

It’s like the 8th grade dance all over again.

I can remember it like yesterday.

I wanted to dance with her, she didn’t even know I was alive.

I’ll write her a note “Will You Dance With Me? Circle One –> YES or YES” She’ll laugh and think I’m funny.

Def Leppard “Pour Some Sugar On Me”, my jam…its my time…I…just…can’t.

Get over it customer service, I know you want to be involved in social media so just ask marketing to dance!

You might be nervous on how to start the conversation and maybe marketing does just think you’re the complaint department but once they get to know you it will be like Dancing With The Stars!

Now you don’t want to use a cheesy pick up line like, “hey baby, marketing is the new customer service” so here are a few tips!

5 Ways Customer Service Departments Can Break the Social Media Ice With Marketing

1. Introduce Yourself & Start With a Compliment

“Thank you for owning social media for our brand, social media has become one of the most important strategies in our company. All the customer engagement has been fun to watch. Ironically, phone and email contacts are declining. It appears our consumers want to receive customer service on Facebook and Twitter. Can we work together combining our expertise to drive even more raving fans in social media?”

Who is going to say no to that?

2. Just Be Honest, Tell Marketing Your Intentions

Some customers on Facebook and Twitter who have questions, complaints or take the time to say I love your products/services are being ignored. You want to help marketing by doing what you do best, helping customers!

3. Don’t Step on Her Feet and Define Engagement Swim Lanes

Marketing is still going to own social media so its important to be clear how customer service interactions are going to be handled by creating response swim lanes. Here is what a quick example might look like.

Marketing/PR	Customer Service
Future Product Questions	Product Complaints
Campaign Complaints/Inquiries	Product Suggestions
Crisis Communications	Existing Ownership Product Inquiries
Blogger/Influencer Interactions	Warranty & Rebate Questions
Upcoming Events	Service & Policy Issues
Charity/Environmental Concerns	Thanking Customers For Compliments

4. Pick the Right Dance So You Stay In Rythm

Whether its an elegant ballroom foxtrot or the cha-cha, a successful performance requires partners that compliment each other well. Social media reporting is no different. Helping customers online with a timely response in each social channel compliments everything marketing is trying to accomplish with social media.  Hope these examples are helpful!

Social Media Marketing Metrics	Social Service Metrics
Sentiment & Share of Conversation	How Many Customers Thanked Today
Friends, Followers, Views, Likes, ReTweets	How Many Customers Helped Today
Word Clouds & Hot Topics	Volume of Service Issues by Source (Facebook, Twitter, YouTube, Forums, Blogs)
Influencer Analysis	Top 10 Complaints & Inquiries in Social
Geo-Location Insights	Response Time & Escalations By Source

5. How To Get Marketing To Kick Off Her Shoes!

Now its time to close the deal with what every marketer will love to hear.

• Customer service has low cost expert resources that can increase engagement without breaking the social media budget.
• Contact centers already work flexible hours and can help with off hours response.
• Ask marketing for their help in providing social media training for your contact center agents, social engagement vs phone/email engagement is like the waltz and the tango.
• Exceptional social service improves peer to peer recommendation and word of mouth, aka, THE most effective marketing

So customer service, stop being a wall flower, start with these 5 steps and you might end up like this happy couple on the dance floor!

 

(wait for it)

—-

Image source: Shutterstock.com confused bride

9 Good and 2 Stupid Ideas On Why Customer Care Should Have A Seat At The Social Media Table

If you are a customer care professional and struggling to get involved with social media at your company, this blog was written for you.  Please use this list and tailor it to your situation to convince your organization to give you a seat at the social media table!

1. Customer care offers the most affordable resources to engage consumers in social media.  Annual cost for 5-10 customer service agents is probably equal to 1 month of billings from a top digital agency.

2. Customer care engages directly with consumers more than any part of the organization.  A productive contact center agent interacts with over 50 consumers a day.  How does that compare to other parts of the organization?

3. Providing customer service in social media doesn’t have to be a 24x7x365 job but the immediacy of the channel does dictate more than a 9 to 5 schedule.  Many contact centers offer expanded hours and flexible staffing including at-home agents.

4. A social service strategy is a little different then a social media strategy.  You don’t have to have a social media strategy on every new and emerging site like Pinterest.  However, if your customers are discussing your brand on Pinterest and comment analysis shows they have questions and/or complaints.  You should have a service strategy on Pinterest.

5. Related to the point above, social service is more than just Facebook and Twitter. For one of my clients, Facebook is a distant third in customer complaint volume compared to forums and Twitter.

6. Handling customer service issues can be tricky, especially irate customers.  No one has more training and expertise in handling challenging consumers than customer care.

7. Customer service agents are adept at escalation procedures and multi-channel management since consumer emails are often resolved through phone calls.  As we know in social, some interactions are best handled off-line in another channel.

8. There is a difference between engagement and customer service.  Have you ever noticed this behavior on Facebook?  A new Facebook post is made by a brand, initially the brand comments frequently, trying to turn the brush fire into a forest fire of engagement.  Once thousands of customers are commenting, where is the brand presence after comment 2,397 for the customer that needs assistance?  Customer care typically has designed their social tools to listen to every post.

9. Some customers require back and forth to address their issue , capturing the entire conversation is critical.  Customer care can tailor their social monitoring tools to support the conversation requirement just as they’ve done on the phone and email.

If the above don’t work, try these.

1. Print out customer complaints/questions on a competitor Facebook and Twitter page that have been handled well.

2. Print out customer complaints/questions on your brand Facebook and Twitter pages that have NOT been answered.

Contact Centers: The Rodney Dangerfield of Your Brand!

Last week I celebrated my 10 year anniversary at Astute Solutions as a customer experience evangelist.  I couldn’t be more humbled to be working with the most amazing set of clients in this fantastic customer service industry.

I think the contact center is the most underappreciated department in most Global 1000 organizations.  Like Rodney Dangerfield, “They Get No RESPECT!”

Complaint department, expense center, cost center, non-strategic, dreaded IVR hell (automated phone system), outsourced to India….and that is what they say to our face!

Ask some executives to spend a day in their own contact center and they’d rather line up appointments to the dentist, jury duty & tax accountant, followed by cleaning out the garage!

Of course we know successful contact centers drive loyalty, retain consumers, protect the brand by resolving high risk issues, share actionable consumer feedback, improve word of mouth marketing and increase life time value of the consumer.

Let me speak the language of the executive, all that ‘soft’ stuff equals increased revenue, profits, stock price, and earnings per share.  Don’t you agree?

You may be surprised to hear what really goes on inside a contact center with millions of consumers calling, emailing, texting, tweeting, facebooking, blogging and yes even grandma is still writing.

Dick’s Sporting Goods knows helping dad pick out the perfect baseball bat makes them just a tiny part of that huge priceless smile rounding third from a first ever home run!

Imagine working in the British Airways call center and speaking with a new bride on her honeymoon in Italy with lost luggage.  That agent will impact one of her most memorable experiences ever, how many people over the course of a bride’s life would she tell about BA losing her luggage if the situation wasn’t handled with class and empathy?

What dad doesn’t want to spoil his little girl on her 16th birthday with a car?  Even if it is a 1984 Gold Grand Marquis (my first car, nicknamed the Gold Digger!)  On wet roads, driving too fast, it’s the reps at Michelin that sleep at night knowing princess will get home safely with those new Michelin tires.

The incredible service reps at L’Oreal help women through their hair coloring experience, you never know if that big first date Saturday could be prince charming and the new color gives every woman a little extra confidence!

If you have an ill grandparent, you know how important it is to have someone courteous and knowledgeable at Walgreen’s help with the healthiest way to administer a prescription.  It can be a life or death situation for your loved one.

At Ragu, what may seem like mom just calling about a recipe, is actually a special dinner for her son’s first home cooked meal returning from Afghanistan.

I hope I get to spend the next 10 years working with more incredible people in the contact center industry, these are the types of experiences contact centers have every day with consumers and why I think they are the Rodney Dangerfield of most brands and “Can’t Get No Respect!”.

Chad “Rappin’ on Customer Service”