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Customer Service content from Leo Nelson

Comcast Apology

If you’re going to rebuild a company’s customer service reputation and customer experience, good foundations to start building on include transparency, accountability and brutal, yet humbling honesty. Kudos to the Comcast team for starting down this path.

We’re holding ourselves accountable and we are working hard to make real improvements across the board. While it will take us some time, we can and will do better than this.

Source: A Public Apology to Conal O’Rourke.

Twitter Activated Vending Machines

While at a conference recently, a vendor was using a Twitter activated vending machine from Innovative Vending Solutions.

Each Twitter-activated vending machine incorporates a touch-screen interface to display the instructions to the consumer.  The consumer is prompted to “tweet” a specific #hashtag to a dedicated @handle from their mobile device.  Once the consumer tweets the @ and #, a product is immediately dispensed from the machine.  Apparently, the machine utilizes a unique hashtag that is specific to the machine, so you have to be standing directly in front of the machine in order to utilize this functionality.

Equal Support Provider

When doing a presentation recently, I made the case that there should not be a perceived difference in service delivery when a customer is interacting with an organization’s social media support channels (e.g. Twitter, Facebook, Chat etc.) versus traditional Help Desk support channels (e.g. Phone, Walk-In, Email etc.). In my opinion, not only does this negatively affect the organization brand, but it also encourages support traffic to be routed to the path where the perceived best level of service will be received.

Are you an equal support provider?

Equal Support Provider

Customer First

Start with the customer and work backwards. Those two things, passion and customer-centricity, will take you an awful long way. – Jeff Bezos