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Author Archive | Cheryl Hanna

Can Facebook emotionally manipulate customer service?

Blog post by on July 3, 2014

The emotional manipulation factor has been all abuzz this past week after the published results of a January 2012 subliminal study by Facebook was revealed in the Proceedings of the National Academy of Sciences. In case you …

Maintaining customer loyalty in an impersonal digital world

Blog post by on April 21, 2014

I’ve often thought that customer loyalty was all about making the customer the king by maintaining transparent ethical practices, sound policies, and impressive customer service. Technology, however and the busy retail world of the Internet brings more …

How to help call center representatives improve customer service

Blog post by on April 15, 2014

Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service. Although emails and social media networks …

Making it easier for customers to be right

Blog post by on April 4, 2014

Customers aren’t always right, but outstanding customer service representatives who can say yes to correct service issues are more likely to garner support and help an organization recover from mistakes. No matter how hard we try, at …

Increasing customer service popularity with Facebook

Blog post by on March 15, 2014

Facebook gives organizations the opportunity to “WOW” customers with their human and approachable touch so important to building business, loyalty, and the development of a company’s brand. With over one billion active users, why not use Mark …

How we worship our satisfied customers

Blog post by on March 11, 2014

With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. The customer-centric legend, Zappos, an e-retailer with a …