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Businesses are moths to the flame of social media glory. Companies are now drawn to the promise of social media, viral marketing, massive followings and inbound leads. Social media allows companies to be highly responsive and engaging with their customers.  But is it right for you? Consider the following benefits: Immediate satisfaction Personalized service High

Crisis. When people hear this word, they squirm. That doesn’t change the fact that crises arise and that they must be confronted. If not dealt with, a crisis can greatly hinder a company’s ability to foster brand loyalty, attract new clientele, and more. Some reasons to prepare for the unexpected: Crisis is most often unexpected

Ever been to a restaurant where you ordered a steak that was so undercooked, you could still hear it moo? And when the waiter asks you, “Is the food ok?” you say, “Yes, its fine.” This is all too common in the world of customer feedback. Businesses don’t provide their customers with an opportunity to

Employee Hotlines are an essential tool for businesses to manage their employee concerns and any liability that may result from those concerns. Companies that implement an anonymous Employee Hotline can give their employees a chance to share any suspicious activity, claim or complaint without fear of retaliation. It’s a great way for managers to get

Most managers and executives see customer recovery as nothing more than the process of repairing the brand image. While brand reputation is important, this statement is misleading. Customer recovery should first and foremost be about the customer. If your organization is focused on creating a loyal customer base, and if you want your business to

Every company is susceptible to a crisis, but failing to prepare for one can dramatically exacerbate its effects. It is important to create a plan of action to combat any issues that may come up. Here are a few techniques that are bound to help in crisis management and prevention in the future: Build a

Understanding what works for your company’s customer recovery program can feel like a moving target at times. There are always new technologies and strategies available that claim to help improve your customer experience. A great customer recovery program can have a huge impact on a company’s client retention and customer satisfaction, which leads to better

Companies of all sizes are beginning to leverage social media to interact with their customers, which helps their customer recovery efforts. The following statistics about social care, as it relates to customer recovery, might surprise you. 33% of consumers say they prefer to use social care over contacting a company by phone. 47% of all