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Kelly Atkinson

Kelly Atkinson
Kelly Atkinson is an Amsterdam-based writer, editor and translator specialising in social media marketing and online customer service. She blogs for Casengo, a provider of Customer service software that blends the best of email and chat.

Winnie-the-Pooh on customer service

Favourite author A.A. Milne is best known for the stories and poems he published about Winnie-the-Pooh. The books might be aimed at children, but...

What SMEs can learn from Amazon

Thanks to their size and/or level of turnover, smaller companies occupy a particular place in the market. It’s tempting to look only to similarly-sized...

How to make a killer FAQ web page

The Frequently Asked Questions (FAQs) page is one of the most misunderstood web pages around. Too often when I’m browsing through an online business...

What your customer service people should never say

I’ve talked before about the infamous macro overuse syndrome, which can result in sending out polite but rather empty emails to customers – emails...

An open letter to all CMOs on customer service

I spend a lot of time thinking about customer service. How to make it more fun. Or to take it to the next level....

How to make customer service more fun

Some of us truly enjoy customer service. While much of the job is fairly routine, there is a certain satisfaction to be gained in...

A short Twitter frequency guide

When you decide to set up a Twitter feed for your SME, it starts off quite simple. You open your account, make sure that...

Here’s why messing up is a chance to excel at customer service

Many of us grow up to believe that ‘getting in trouble’ is bad. If you’ve done something that upsets your friend, mum or teacher,...

3 reasons why live chat is just the thing for your SME

Your SME is customer-focused. You know all about social media, are available by phone when needed, and reply to customer emails in the blink...

The customer service (r)evolution

When it comes to looking after customers, some businesses are sadly stuck back in the last glacial period. Take a look at our simple...

3 customer service lessons from the Chrysanthemum Throne

Japanese culture is famously very different to Western culture in many aspects of life – perhaps in the business world most of all. When it...

Instagram for SMEs (even if you don’t sell cute stuff)

You know your business needs a good Facebook page. You’ve got a Twitter feed. Your office is on Foursquare. You’ve even set up a...

Hiring awesome customer service staff in 4 simple steps

As we become increasingly comfortable with the internet, online sales are continuing to rise year on year. If you have an online business, you...

Malcolm Gladwell is back – to tell us all about SMEs and more

Acclaimed writer and speaker Malcolm Gladwell recently spoke to AmEx OPEN Forum about his latest book. In David and Goliath: Underdogs, Misfits and the...

The secret to creating shareable content on social media

Your company's Facebook Page features inspiring posts, your Pinterest account is stunning, your tweets show off both your humour and your intelligence... You rule...

What Forrester’s predicted custserv trends can teach your SME

US market research company Forrester has once again released its list of the top customer service trends of the moment. The 2014 report has some very...

Customer complaint? Own it!

Ever experienced a personal attack on Facebook? Then you know that some people just don’t seem to realize that the person on the receiving...

What your SME can learn from Starbucks

Yes, you read that right. Your small or medium-sized enterprise can most certainly learn a thing or two from Starbucks. The coffee-chain megacorp famously...

Customer service in 2014: 3 predictions for SMEs

I’m a customer service specialist, not a futurist. But I don’t need a crystal ball to be aware of the major shift in consumer...

Boosting your webshop conversion rate in 5 easy steps

When webshop owners get together, conversion is the buzz word. While bloggers and news sites are mainly concerned with hits, retailers and service providers...

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