how do you know your customer is happy?

7/28/2019 How Do You Know Your Customer is Happy?

1/33

sign up for a free account

#custserv

2013-07-10 to 2013-07-10 101 contributors

805 Twitter search results 264 retweets 0 @replies 0 links

Time User Tweet

2013-07-10 1:00 am CustServGreeter @HollyChessman I am very well, thank you. Enjoying a lovely view of

the Charles River from the Cambridge side. :) #custserv

2013-07-10 1:00 am CustServGreeter @SJAbbott Hello, Stephen! #custserv

2013-07-10 1:01 am catykobe Hi #custserv friends. I'm around for a bit tonight & am looking forward

to the conversation!

2013-07-10 1:01 am glfceo I had the most exceptional #custserv experience with @ATT and

@Apple !! Impressed! Got my iPhone unlocked !

2013-07-10 1:01 am ideabloke Hi there, Caty. RT @catykobe Hi #custserv friends. I'm around for a

bit tonight & am looking forward to the conversation!

2013-07-10 1:01 am HollyChessman @CustServGreeter Hey, I didn't realize you're in my neck of the

woods! Sweet! #custserv

2013-07-10 1:01 am AlHopper_ Herrow #custserv! How is everyone? I'm just getting settled into my

not so comfy desk chair

2013-07-10 1:01 am elizabethtraub Yes happy hour is right here. RT @SJAbbott: Hello, #custserv friends

Lots of happy here this evening?

2013-07-10 1:01 am ideabloke Always great seeing you, Stephen. RT @SJAbbott Hello, #custserv

friends. Lots of happy here this evening?

2013-07-10 1:02 am CustServGreeter @catykobe How are you, Caty? Great to see you. #custserv

2013-07-10 1:02 am imacsweb Good evening #custserv!!!

2013-07-10 1:02 am AlHopper_ comin' atcha from http://t.co/w4DgGUSaDW for tonight's #custserv

chat

2013-07-10 1:02 am eisconsulting Flying in for a landing to join the #custserv fam, :)...evening all!

2013-07-10 1:02 am EducationNews1 @glfceo I always get good customer service from Apple! #custserv

2013-07-10 1:02 am CustServGreeter @HollyChessman Just a couple of days, then back to the north

woods. :) #custserv

2013-07-10 1:02 am CustServGreeter Starts NOW: "How do you know your customer is happy?" #custserv

2013-07-10 1:02 am AlHopper_ @imacsweb hiya Gary! #custserv

2013-07-10 1:03 am CustServGreeter @imacsweb Gary! How's you "view right now?" :) #custserv

2013-07-10 1:03 am imacsweb @AlHopper_ Well hello Al!!!!! #custserv

2013-07-10 1:03 am marilynsuttle Hi everyone on #custserv

2013-07-10 1:03 am AlHopper_ Ms. Holly! @HollyChessman #custserv2013-07-10 1:03 am CustServGreeter @AlHopper_ Helloooo Al! #custserv

2013-07-10 1:03 am AlHopper_ RT @CustServGreeter Starts NOW: "How do you know your

customer is happy?" #custserv

2013-07-10 1:03 am GregOrtbach Good evening #Custserv - GO signing in -coming at you live from

Scottsdale, AZ this warm evening!

2013-07-10 1:03 am imacsweb @CustServGreeter Excellent! It's of a Toyota store in Reno... LOL

#custserv

2013-07-10 1:03 am LovelyLu Hello everyone! #custserv
http://tweetreports.com/freesignuphttp://twitter.com/CustServGreeterhttp://twitter.com/CustServGreeterhttp://twitter.com/catykobehttp://twitter.com/glfceohttp://twitter.com/ideablokehttp://twitter.com/HollyChessmanhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/ideablokehttp://twitter.com/CustServGreeterhttp://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/eisconsultinghttp://twitter.com/EducationNews1http://twitter.com/CustServGreeterhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/imacswebhttp://twitter.com/marilynsuttlehttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/imacswebhttp://twitter.com/LovelyLuhttp://twitter.com/LovelyLuhttp://twitter.com/imacswebhttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/marilynsuttlehttp://twitter.com/imacswebhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/CustServGreeterhttp://twitter.com/EducationNews1http://twitter.com/eisconsultinghttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/CustServGreeterhttp://twitter.com/ideablokehttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/HollyChessmanhttp://twitter.com/ideablokehttp://twitter.com/glfceohttp://twitter.com/catykobehttp://twitter.com/CustServGreeterhttp://twitter.com/CustServGreeterhttp://tweetreports.com/freesignup


2/33

2013-07-10 1:03 am VickieMacFadden Good evening all! I'm faster than a speeding bullet tonight. Dropping

in to say hello and I'll catch you next week! #custserv

2013-07-10 1:03 am catykobe @CustServGreeter I'm doing alright, Roy, thanks! Just wrapping up a

long day. How are you doing? #custserv

2013-07-10 1:03 am HollyChessman @AlHopper_ Hi Al!!! So nice to see you! #custserv

2013-07-10 1:03 am catykobe RT @CustServGreeter: Starts NOW: "How do you know your

customer is happy?" #custserv

2013-07-10 1:03 am AlHopper_ @CustServGreeter Heeeeellllllooooooo ;0) #custserv

2013-07-10 1:04 am MarshaCollier @GregOrtbach Great seeing everyone in #custserv tomight!2013-07-10 1:04 am eisconsulting You know your customer is happy when they articulate such...you

keep striving towards it until then. #custserv

2013-07-10 1:04 am marilynsuttle Good word of mouth is one way, and referralsn #custserv

2013-07-10 1:04 am CustServGreeter @eisconsulting Flaps at 15 degrees! :) #custserv

2013-07-10 1:04 am imacsweb RT @MarshaCollier: @GregOrtbach Great seeing everyone in

#custserv tomight!

2013-07-10 1:04 am catykobe My ride is here, so I'm transitioning to mobile. That was quick! Please

bear with me #custserv friends.

2013-07-10 1:04 am TeresaAllen Hello all! #custserv

2013-07-10 1:04 am brandonwright24 EMIS Selects SugarCRM to Deliver an Exceptional Customer

Experience http://t.co/hL8FlaA3Xj #custexp #custserv #crm #sugartec2013-07-10 1:04 am AlHopper_ @VickieMacFadden don't forget to smell the roses ;0) #custserv

2013-07-10 1:04 am HollyChessman @CustServGreeter Enjoy the muggy weather :p #custserv

2013-07-10 1:04 am eisconsulting Heeey, :) RT @CustServGreeter @eisconsulting Flaps at 15 degrees

:) #custserv

2013-07-10 1:04 am KyleneBeers Hi all--your resident teacher joining this conversation! So much of

custserv is imp in a clssrm too! #custserv

2013-07-10 1:04 am CustServGreeter @catykobe great, Caty! #custserv

2013-07-10 1:04 am EducationNews1 Yes! \\u201c@marilynsuttle: Good word of mouth is one way, and

referralsn #custserv\\u201d

2013-07-10 1:04 am ideabloke Enjoy the rest of your day, Vickie! @VickieMacFadden #custserv

2013-07-10 1:04 am CustServGreeter @MarshaCollier Howdy, Marsha! #custserv2013-07-10 1:05 am MarshaCollier Tonight's #custserv chat will be archived with the past here

http://t.co/Su7sGyC3bb

2013-07-10 1:05 am AlHopper_ BTW I'm mad @tweetdeck tonight #custserv it's consistently freezing

on me :(

2013-07-10 1:05 am CustServGreeter @TeresaAllen Hi, Teresa! #custserv

2013-07-10 1:05 am imacsweb RT @MarshaCollier: Tonight's #custserv chat will be archived with the

past here http://t.co/Su7sGyC3bb

2013-07-10 1:05 am KyleneBeers A1 How do you know customer is happy? She stays your customer.

#custserv

2013-07-10 1:05 am MarshaCollier If you see a question you like, Please feel free to chime into the

#custserv chat - don't forget the hashtag!2013-07-10 1:05 am CustServGreeter RT @MarshaCollier Tonight's #custserv chat will be archived with the

past here http://t.co/z8wbdMRoKm

2013-07-10 1:05 am HollyChessman @VickieMacFadden Hi Vickie! Glad to see you even if it's a brief visit

#custserv

2013-07-10 1:05 am MarshaCollier Please post links, news, deals and promotions during the LAST 5

minutes of #custserv chat. We strip all spam to keep pristine archives

2013-07-10 1:06 am imacsweb @AlHopper_ I've got no such fr eeez i ng iss ues.....

#custserv
http://twitter.com/VickieMacFaddenhttp://twitter.com/catykobehttp://twitter.com/HollyChessmanhttp://twitter.com/catykobehttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/eisconsultinghttp://twitter.com/marilynsuttlehttp://twitter.com/CustServGreeterhttp://twitter.com/imacswebhttp://twitter.com/catykobehttp://twitter.com/TeresaAllenhttp://twitter.com/brandonwright24http://twitter.com/AlHopper_http://twitter.com/HollyChessmanhttp://twitter.com/eisconsultinghttp://twitter.com/KyleneBeershttp://twitter.com/CustServGreeterhttp://twitter.com/EducationNews1http://twitter.com/ideablokehttp://twitter.com/CustServGreeterhttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/imacswebhttp://twitter.com/KyleneBeershttp://twitter.com/MarshaCollierhttp://twitter.com/CustServGreeterhttp://twitter.com/HollyChessmanhttp://twitter.com/MarshaCollierhttp://twitter.com/imacswebhttp://twitter.com/imacswebhttp://twitter.com/MarshaCollierhttp://twitter.com/HollyChessmanhttp://twitter.com/CustServGreeterhttp://twitter.com/MarshaCollierhttp://twitter.com/KyleneBeershttp://twitter.com/imacswebhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/CustServGreeterhttp://twitter.com/ideablokehttp://twitter.com/EducationNews1http://twitter.com/CustServGreeterhttp://twitter.com/KyleneBeershttp://twitter.com/eisconsultinghttp://twitter.com/HollyChessmanhttp://twitter.com/AlHopper_http://twitter.com/brandonwright24http://twitter.com/TeresaAllenhttp://twitter.com/catykobehttp://twitter.com/imacswebhttp://twitter.com/CustServGreeterhttp://twitter.com/marilynsuttlehttp://twitter.com/eisconsultinghttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/catykobehttp://twitter.com/HollyChessmanhttp://twitter.com/catykobehttp://twitter.com/VickieMacFadden


3/33

2013-07-10 1:06 am CustServGreeter RT @MarshaCollier If you see a question you like, Please feel free to

chime into the #custserv chat - don't forget the hashtag!

2013-07-10 1:06 am AlHopper_ Please remember to share your links and pics until the last 5 minutes

of the hour. @MarshaCollier likes to keep transcripts clean #custserv

2013-07-10 1:06 am AB_BizAdvisors @AlHopper_ @CustServGreeter Hi all. How is everyone doing?

#custserv

2013-07-10 1:06 am catykobe @IamOkema it's super tricky... And I miss some things but better than

missing all! #custserv

2013-07-10 1:06 am AlHopper_ RT @MarshaCollier If you see a question you like, Please feel free tochime into the #custserv chat - don't forget the hashtag!

2013-07-10 1:06 am elizabethtraub You know your client is happy when they invite you into both social

and family events. #CustServ

2013-07-10 1:06 am MarshaCollier OK, #custserv housekeeping done!

2013-07-10 1:06 am HollyChessman Hi @MarshaCollier - always a delight to see you! #custserv

2013-07-10 1:06 am MarshaCollier @HollyChessman Thanks Holly, you too #custserv

2013-07-10 1:06 am AlHopper_ I am well and you? RT @AB_BizAdvisors @AlHopper_

@CustServGreeter Hi all. How is everyone doing? #custserv

2013-07-10 1:06 am CustServGreeter @AB_BizAdvisors Nice to see you again! #custserv

2013-07-10 1:06 am LightbulbD @AB_BizAdvisors @AlHopper_ @CustServGreeter Hello everyone!

#custserv2013-07-10 1:07 am GregOrtbach Hi everyone! RT @MarshaCollier: @GregOrtbach Great seeing

everyone in #custserv tomight!

2013-07-10 1:07 am elizabethtraub You your client is happy when you get a referral call. #CustServ

2013-07-10 1:07 am marilynsuttle Twubs is pretty nice to use. Like the #custserv showing up

automatically.

2013-07-10 1:07 am annettefranz The 4 Keys to Killer Customer Service http://t.co/E7tpUtu5VY via

@TIMEBusiness with @MicahSolomon #custserv

2013-07-10 1:07 am CustServGreeter Where's our man @GregOrtbach this evening? #custserv

2013-07-10 1:07 am BarryBirkett Can't assume, not always true RT @kylenebeers: A1 How do you

know customer is happy? She stays your customer. #custserv

2013-07-10 1:07 am CustServGreeter @LightbulbD Howdy howdy! #custserv2013-07-10 1:07 am TMetcalf44 @custservgreeter Good evening sir. tweetchat is no longer - how do

follow the wild #custserv discussion?

2013-07-10 1:07 am Toby_Metcalf @custservgreeter Good evening sir. tweetchat is no longer - how do

follow the wild #custserv discussion?

2013-07-10 1:07 am eisconsulting You know your client is happy when they consistently return to you fo

business and refer you to other paying customers. #custserv

2013-07-10 1:07 am GregOrtbach Coming to you live from sunny Arizona Roy :D RT

@CustServGreeter: Where's our man @GregOrtbach this evening?

#custserv

2013-07-10 1:07 am AlHopper_ There he is #custserv @GregOrtbach

2013-07-10 1:07 am RRRhonda9 EarthLink sucks. Worst #custserv EVER. Canceling my accountbefore it was activated.

2013-07-10 1:08 am CustServGreeter @GregOrtbach There you are #custserv

2013-07-10 1:08 am elizabethtraub RT @MarshaCollier: OK, #custserv housekeeping done!

2013-07-10 1:08 am MarshaCollier Tonight's #custserv topic "How do you know your customer is happy?

2013-07-10 1:08 am GregOrtbach Do you have a tie pic for this fine evening? RT @CustServGreeter:

@GregOrtbach There you are #custserv

2013-07-10 1:08 am AB_BizAdvisors @AlHopper_ @CustServGreeter doing well, thanks. Always great to

participate in #custserv chat
http://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/AB_BizAdvisorshttp://twitter.com/catykobehttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/MarshaCollierhttp://twitter.com/HollyChessmanhttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/LightbulbDhttp://twitter.com/GregOrtbachhttp://twitter.com/elizabethtraubhttp://twitter.com/marilynsuttlehttp://twitter.com/annettefranzhttp://twitter.com/CustServGreeterhttp://twitter.com/BarryBirketthttp://twitter.com/CustServGreeterhttp://twitter.com/TMetcalf44http://twitter.com/Toby_Metcalfhttp://twitter.com/eisconsultinghttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/RRRhonda9http://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/MarshaCollierhttp://twitter.com/GregOrtbachhttp://twitter.com/AB_BizAdvisorshttp://twitter.com/AB_BizAdvisorshttp://twitter.com/GregOrtbachhttp://twitter.com/MarshaCollierhttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/RRRhonda9http://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/eisconsultinghttp://twitter.com/Toby_Metcalfhttp://twitter.com/TMetcalf44http://twitter.com/CustServGreeterhttp://twitter.com/BarryBirketthttp://twitter.com/CustServGreeterhttp://twitter.com/annettefranzhttp://twitter.com/marilynsuttlehttp://twitter.com/elizabethtraubhttp://twitter.com/GregOrtbachhttp://twitter.com/LightbulbDhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/HollyChessmanhttp://twitter.com/MarshaCollierhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/catykobehttp://twitter.com/AB_BizAdvisorshttp://twitter.com/AlHopper_http://twitter.com/CustServGreeter


4/33

2013-07-10 1:08 am CustServGreeter @TMetcalf44 I'd try http://t.co/iyq156nYTD #custserv

2013-07-10 1:08 am KyleneBeers @BarryBirkett I think you're right, w/ 2nd thought. As a customer,

though, if I stick w/ you something is right. #custserv

2013-07-10 1:08 am imacsweb RT @MarshaCollier: Tonight's #custserv topic "How do you know

your customer is happy?"

2013-07-10 1:08 am TeresaAllen Since service is the springboard to sales, you know your customers

are happy when your sales go up! #custserv

2013-07-10 1:08 am CustServGreeter RT @MarshaCollier Tonight's #custserv topic "How do you know you

customer is happy?"2013-07-10 1:08 am astrostation Hi... #custserv @MarshaCollier: Tonight's #custserv chat will be

archived with the past here http://t.co/TccNHdRCuM

2013-07-10 1:08 am catykobe A1: positive mentions by customers about your brand on social

platforms! (Twitter, FB, community, etc) #custserv

2013-07-10 1:08 am elizabethtraub RT @HollyChessman: Hi @MarshaCollier - always a delight to see

you! #custserv

2013-07-10 1:09 am LightbulbD A1 How do you know customer is happy? They will send you

referrals. #custserv

2013-07-10 1:09 am TMetcalf44 @hollychessman Good evening! #custserv

2013-07-10 1:09 am Toby_Metcalf @hollychessman Good evening! #custserv

2013-07-10 1:09 am marilynsuttle Customers aren't necessarily happy when they say they're happy toyou. It's what they say to others. #custserv

2013-07-10 1:09 am eisconsulting A client may continue to patronize your org b/c they haven't

determined a viable alternative...NOT b/c they are happy. #custserv

2013-07-10 1:09 am GregOrtbach RT @MarshaCollier: Tonight's #custserv topic "How do you know

your customer is happy?" .

2013-07-10 1:09 am imacsweb RT @marilynsuttle: Customers aren't necessarily happy when they

say they're happy to you. It's what they say to others. #custserv

2013-07-10 1:09 am astrostation @MarshaCollier: Please post links, news, deals and promotions

during the LAST 5 minutes of #custserv chat. We strip all spam

2013-07-10 1:09 am MarshaCollier Q1: Does your business have a specified procedure to assure each

customer's satisfaction? #custserv2013-07-10 1:09 am AlHopper_ Did I miss Q1? #custserv

2013-07-10 1:09 am TeresaAllen RT @marilynsuttle: Customers aren't necessarily happy when they

say they're happy to you. It's what they say to others. #custserv

2013-07-10 1:09 am LetsFixBusiness How to Anticipate Your Customer\\u2019s Next Move (via

@AMAPlaybook) #CustServ #Management | http://t.co/JDdQzxCAxL

2013-07-10 1:09 am catykobe A1: you check in with your customers frequently & build strong rappor

so they come to you if they aren't happy. #custserv

2013-07-10 1:09 am imacsweb RT @MarshaCollier: Q1: Does your business have a specified

procedure to assure each customer's satisfaction? #custserv

2013-07-10 1:09 am astrostation @MarshaCollier: Tonight's #custserv topic "How do you know your

customer is happy?"2013-07-10 1:09 am GregOrtbach @astrostation It's great to see you Ravindra - thanks for being a part

of #custserv tonight!

2013-07-10 1:10 am AlHopper_ RT @MarshaCollier Q1: Does your business have a specified


2013-07-10 1:10 am LovelyLu Hi all @MarshaCollier @GregOrtbach @CustServGreeter - Hey

Handsome! #custserv

2013-07-10 1:10 am TMetcalf44 @marshacollier Cheers & greetings from Natick MA #custserv

2013-07-10 1:10 am Toby_Metcalf @marshacollier Cheers & greetings from Natick MA #custserv
http://twitter.com/CustServGreeterhttp://twitter.com/KyleneBeershttp://twitter.com/imacswebhttp://twitter.com/TeresaAllenhttp://twitter.com/CustServGreeterhttp://twitter.com/astrostationhttp://twitter.com/catykobehttp://twitter.com/elizabethtraubhttp://twitter.com/LightbulbDhttp://twitter.com/TMetcalf44http://twitter.com/Toby_Metcalfhttp://twitter.com/marilynsuttlehttp://twitter.com/eisconsultinghttp://twitter.com/GregOrtbachhttp://twitter.com/imacswebhttp://twitter.com/astrostationhttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/TeresaAllenhttp://twitter.com/LetsFixBusinesshttp://twitter.com/catykobehttp://twitter.com/imacswebhttp://twitter.com/astrostationhttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/LovelyLuhttp://twitter.com/TMetcalf44http://twitter.com/Toby_Metcalfhttp://twitter.com/Toby_Metcalfhttp://twitter.com/TMetcalf44http://twitter.com/LovelyLuhttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/astrostationhttp://twitter.com/imacswebhttp://twitter.com/catykobehttp://twitter.com/LetsFixBusinesshttp://twitter.com/TeresaAllenhttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/astrostationhttp://twitter.com/imacswebhttp://twitter.com/GregOrtbachhttp://twitter.com/eisconsultinghttp://twitter.com/marilynsuttlehttp://twitter.com/Toby_Metcalfhttp://twitter.com/TMetcalf44http://twitter.com/LightbulbDhttp://twitter.com/elizabethtraubhttp://twitter.com/catykobehttp://twitter.com/astrostationhttp://twitter.com/CustServGreeterhttp://twitter.com/TeresaAllenhttp://twitter.com/imacswebhttp://twitter.com/KyleneBeershttp://twitter.com/CustServGreeter


5/33

2013-07-10 1:10 am HollyChessman @Toby_Metcalf Hey there Toby! How's it going? Enjoying the heat

(and humidity)? #custserv

2013-07-10 1:10 am GregOrtbach RT @MarshaCollier: Q1: Does your business have a specified

procedure to assure each customer's satisfaction? #custserv .

2013-07-10 1:10 am spark911uk A1: Happy customers are willing to recommend and advocate your

brand without any direct incentive or encouragement #custserv

2013-07-10 1:10 am astrostation @MarshaCollier: Q1: Does your business have a specified procedure

to assure each customer's satisfaction? #custserv

2013-07-10 1:10 am AlHopper_ A1: We ask them... #custserv2013-07-10 1:10 am CustServGreeter RT @MarshaCollier: Q1: Does your business have a specified


2013-07-10 1:10 am CustServGreeter Just joined the #custserv chat? Topic: "How do you know your

customer is happy?"

2013-07-10 1:10 am catykobe Oops. Real Q \\u201c@MarshaCollier: Q1: Does your business have

a specified procedure to assure each customer's satisfaction?

#custserv\\u201d

2013-07-10 1:10 am MarshaCollier @AlHopper_ You ask every customer? #custserv

2013-07-10 1:10 am BarryBirkett @kylenebeers Agree. Either something right or nothing wrong enough

to change. "Not unhappy enough to leave" uneasy placee, though.

#custserv2013-07-10 1:10 am CustServGreeter @LovelyLu Hi, Lu!! #custserv

2013-07-10 1:10 am elizabethtraub Yes RT @catykobe: A1: positive mentions by customers about your

brand on social platforms! (Twitter, FB, community, etc) #custserv

2013-07-10 1:11 am LightbulbD @KyleneBeers @BarryBirkett If market is competitive, it could be a

strong indicator. Not so much tho, for markets w/ only 1 option

#custserv

2013-07-10 1:11 am SJAbbott A1 Don't confuse friendly with happy. Happy customers offer insights

and referrals. Friendly customers are just being polite. #custserv

2013-07-10 1:11 am mike_nunes RT @MarshaCollier: Q1: Does your business have a specified


2013-07-10 1:11 am eisconsulting Our specified procedure to assure customer's satisfaction is quitesimple...we ask them and wait for an honest answer. #custserv

2013-07-10 1:11 am HollyChessman RT @GregOrtbach: RT @MarshaCollier: Q1: Does your business

have a specified procedure to assure each customer's satisfaction?

#custserv

2013-07-10 1:11 am LightbulbD RT @AlHopper_: A1: We ask them... #custserv

2013-07-10 1:11 am CustServGreeter @BarryBirkett Hi, Barry! #custserv

2013-07-10 1:11 am imacsweb @MarshaCollier A1: Most businesses I deal with have very little

structure, few are strong there. Our clients run the mix for sure

#custserv

2013-07-10 1:11 am MarshaCollier #custserv RT @SethSklar: My companies customer service

department is first rate. They will hold clients hand till issue isresolved.

2013-07-10 1:11 am catistarortiz RT @ideabloke: Hi there, Caty. RT @catykobe Hi #custserv friends.

I'm around for a bit tonight & am looking forward to the conversation!

2013-07-10 1:11 am TeresaAllen Happy customers create positive spin through social media buzz

#custserv

2013-07-10 1:12 am MarshaCollier @catykobe Ha ha Caty! #custserv

2013-07-10 1:12 am CustServGreeter @mike_nunes Hi, Mike! #custserv

2013-07-10 1:12 am elizabethtraub A1. Calling and asking, and having check points during relationship.
http://twitter.com/HollyChessmanhttp://twitter.com/GregOrtbachhttp://twitter.com/spark911ukhttp://twitter.com/astrostationhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/CustServGreeterhttp://twitter.com/catykobehttp://twitter.com/MarshaCollierhttp://twitter.com/BarryBirketthttp://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/LightbulbDhttp://twitter.com/SJAbbotthttp://twitter.com/mike_nuneshttp://twitter.com/eisconsultinghttp://twitter.com/HollyChessmanhttp://twitter.com/LightbulbDhttp://twitter.com/CustServGreeterhttp://twitter.com/imacswebhttp://twitter.com/MarshaCollierhttp://twitter.com/catistarortizhttp://twitter.com/TeresaAllenhttp://twitter.com/MarshaCollierhttp://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/MarshaCollierhttp://twitter.com/TeresaAllenhttp://twitter.com/catistarortizhttp://twitter.com/MarshaCollierhttp://twitter.com/imacswebhttp://twitter.com/CustServGreeterhttp://twitter.com/LightbulbDhttp://twitter.com/HollyChessmanhttp://twitter.com/eisconsultinghttp://twitter.com/mike_nuneshttp://twitter.com/SJAbbotthttp://twitter.com/LightbulbDhttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/BarryBirketthttp://twitter.com/MarshaCollierhttp://twitter.com/catykobehttp://twitter.com/CustServGreeterhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/astrostationhttp://twitter.com/spark911ukhttp://twitter.com/GregOrtbachhttp://twitter.com/HollyChessman


6/33

Feedback is always going to guide. #CustServ

2013-07-10 1:12 am catykobe The real A1! We use survey tools and regularly ask customers if

they're happy to be a reference #custserv

2013-07-10 1:12 am CustServGreeter Well we are zipping right along this evening! whew. #custserv

2013-07-10 1:12 am AB_BizAdvisors RT @TeresaAllen: Happy customers create positive spin through

social media buzz #custserv

2013-07-10 1:12 am SharifRenno A1: simply put...you have the courage to ask them and be open to

their feedback. If good bravo, if bad take action. #custserv

2013-07-10 1:12 am marilynsuttle Asking, how can we make your next time with us even better - makesit easier to get the truth. #custserv

2013-07-10 1:12 am BarryBirkett @eisconsulting Do you always feel you're getting honest answers?

I've run into many (& been one) too nice to say something bad.

#custserv

2013-07-10 1:13 am LovelyLu A1 We have a basic template, but each customer deserves an

individual approach. #custserv

2013-07-10 1:13 am HollyChessman A1 Training is key - empower people so they know the right actions to

take to promote customer satisfaction #custserv

2013-07-10 1:13 am imacsweb @MarshaCollier A1 (con't): what's typically needed is follow up to

ensure higher satisfaction. Many say "yes" to be done w/issue

#custserv2013-07-10 1:13 am AlHopper_ @MarshaCollier every call ends with a resolution check and

temperature check. Can't really do it any other way. #custserv

2013-07-10 1:13 am LightbulbD @MarshaCollier @SethSklar Sounds like you have an empowered

team with active #employeeengagement. #custserv

2013-07-10 1:13 am catykobe Yes! \\u201c@elizabethtraub: A1. Calling and asking, and having

check points during relationship. Feedback is always going to guide.

#CustServ\\u201d

2013-07-10 1:13 am CustServGreeter @SharifRenno Hi Sharif! #custserv

2013-07-10 1:13 am MichelFalcon @alhopper_ A1: what methods do you use? phone, email, sms?

#custserv

2013-07-10 1:13 am MarshaCollier @BarryBirkett @eisconsulting I wonder about honest answers myselfDo they just say "yes" to get you off the phone? #custserv

2013-07-10 1:13 am QPCAUS Check out pics from our Melbourne QPC Breakfast on our new

Events page http://t.co/XWXIU7BmAz #QPC #custserv

2013-07-10 1:13 am BarryBirkett Good evening, Roy! RT @custservgreeter: @BarryBirkett Hi, Barry!

#custserv

2013-07-10 1:13 am SJAbbott A1 Listen. The real issues\\u2014the route to happiness\\u2014are

not always exactly what they are asking for. #custserv

2013-07-10 1:14 am KyleneBeers Customer satsfctn in clssrm about relevance & relevance is How does

this affect me? Custserv that doesn't help ME isn't service. #custserv

2013-07-10 1:14 am mike_nunes @CustServGreeter Good Evening, Roy! #custserv

2013-07-10 1:14 am GregOrtbach Q2: How often do you audit or revise the process to measure#custserv satisfaction?

2013-07-10 1:14 am spark911uk Ah, wrong Q. A1: we are honest about what we can and cannot do

but welcome and consider all feedback to maintain expectations

#custserv

2013-07-10 1:14 am CustServGreeter RT @SJAbbott A1 Listen. The real issues\\u2014the route to

happiness\\u2014are not always exactly what they are asking for.

#custserv

2013-07-10 1:14 am AlHopper_ @MichelFalcon Yes! ;0) I'm referring mostly to 'traditional' channels
http://twitter.com/catykobehttp://twitter.com/CustServGreeterhttp://twitter.com/AB_BizAdvisorshttp://twitter.com/SharifRennohttp://twitter.com/marilynsuttlehttp://twitter.com/BarryBirketthttp://twitter.com/LovelyLuhttp://twitter.com/HollyChessmanhttp://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/LightbulbDhttp://twitter.com/catykobehttp://twitter.com/CustServGreeterhttp://twitter.com/MichelFalconhttp://twitter.com/MarshaCollierhttp://twitter.com/QPCAUShttp://twitter.com/BarryBirketthttp://twitter.com/SJAbbotthttp://twitter.com/KyleneBeershttp://twitter.com/mike_nuneshttp://twitter.com/GregOrtbachhttp://twitter.com/spark911ukhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/spark911ukhttp://twitter.com/GregOrtbachhttp://twitter.com/mike_nuneshttp://twitter.com/KyleneBeershttp://twitter.com/SJAbbotthttp://twitter.com/BarryBirketthttp://twitter.com/QPCAUShttp://twitter.com/MarshaCollierhttp://twitter.com/MichelFalconhttp://twitter.com/CustServGreeterhttp://twitter.com/catykobehttp://twitter.com/LightbulbDhttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/HollyChessmanhttp://twitter.com/LovelyLuhttp://twitter.com/BarryBirketthttp://twitter.com/marilynsuttlehttp://twitter.com/SharifRennohttp://twitter.com/AB_BizAdvisorshttp://twitter.com/CustServGreeterhttp://twitter.com/catykobe


7/33

when I say we ask. BUT I often do in social as well. #custserv

2013-07-10 1:14 am AlHopper_ RT @IamOkema: RT @GregOrtbach: Q2: How often do you audit or

revise the process to measure #custserv satisfaction?

2013-07-10 1:14 am KarenLocker Hi all #custserv

2013-07-10 1:14 am CustServGreeter RT @GregOrtbach Q2: How often do you audit or revise the process

to measure #custserv satisfaction?

2013-07-10 1:14 am SethSklar @MarshaCollier if they are not honest they will lose that customer.

@BarryBirkett @eisconsulting #custserv

2013-07-10 1:14 am MarshaCollier @LightbulbD Hah! I just RT those who forget the #custserv hashtag ;2013-07-10 1:14 am TeresaAllen Important to ask what made them happy and how you can improve so

you get both sides of the coin on feedback #custserv

2013-07-10 1:15 am mike_nunes RT @CustServGreeter: RT @GregOrtbach Q2: How often do you

audit or revise the process to measure #custserv satisfaction?

2013-07-10 1:15 am ValaAfshar Customer service transactional surveys help companies measure

actionable customer feedback in a timely manner. #custserv

2013-07-10 1:15 am CustServGreeter @KarenLocker Hi, Karen! #custserv

2013-07-10 1:15 am elizabethtraub @MarshaCollier @BarryBirkett @eisconsulting I am not so keen on

phone asking, concerning customer care. #CustServ

2013-07-10 1:15 am eisconsulting @BarryBirkett We do...we probe for such. We try to create that

environment for honesty from day one. #custserv2013-07-10 1:15 am ABHuret Silence is not always golden; a quiet customer doesn't necessarily

equal a happy customer. #custserv

2013-07-10 1:15 am imacsweb @GregOrtbach A2: As often as needed. The market/consumers

change it. Metrics are so subjective, even direct feedback can be

blind #custserv

2013-07-10 1:15 am MichelFalcon @elizabethtraub does your org. use other methods other than calling

Ie. sms, email? #custserv

2013-07-10 1:15 am ravenrosesmith RT @ABHuret: Silence is not always golden; a quiet customer doesn

necessarily equal a happy customer. #custserv

2013-07-10 1:15 am CustServGreeter @MichelFalcon Hello, Michel! #custserv

2013-07-10 1:15 am SJAbbott A2 Some processes prove effective time after time. Some methodsrequire constant evolution. Live a 'Service Driven Culture'. #custserv

2013-07-10 1:16 am EducationNews1 RT @ABHuret: Silence is not always golden; a quiet customer doesn


2013-07-10 1:16 am MarshaCollier RT @GregOrtbach: Q2: How often do you audit or revise the process

to measure #custserv satisfaction?

2013-07-10 1:16 am marilynsuttle RT @ravenrosesmith RT @ABHuret: Silence is not always golden; a

quiet customer doesn't necessarily equal a happy customer.

#custserv

2013-07-10 1:16 am MichelFalcon @custservgreeter Hi, Roy! Hope you're well #custserv

2013-07-10 1:16 am seventhman Good evening... glad to see familiar faces tonight #custserv

2013-07-10 1:16 am eisconsulting @elizabethtraub @MarshaCollier @BarryBirkett We typically reserveit for casual conversation so it's btr received. #custserv

2013-07-10 1:16 am LightbulbD @MarshaCollier LOL :) #custserv

2013-07-10 1:16 am CustServGreeter @SethSklar Hi, Seth! #custserv

2013-07-10 1:16 am LovelyLu We audit and make necessary changes on a regular basis. It takes a

real commitment to stick to. #custserv

2013-07-10 1:16 am AlHopper_ @seventhman you too, friend! #custserv

2013-07-10 1:16 am catykobe Surveys are great for the company. But what value does the custome

get? How do you follow through? #custserv
http://twitter.com/AlHopper_http://twitter.com/KarenLockerhttp://twitter.com/CustServGreeterhttp://twitter.com/SethSklarhttp://twitter.com/MarshaCollierhttp://twitter.com/TeresaAllenhttp://twitter.com/mike_nuneshttp://twitter.com/ValaAfsharhttp://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/eisconsultinghttp://twitter.com/ABHurethttp://twitter.com/imacswebhttp://twitter.com/MichelFalconhttp://twitter.com/ravenrosesmithhttp://twitter.com/CustServGreeterhttp://twitter.com/SJAbbotthttp://twitter.com/EducationNews1http://twitter.com/MarshaCollierhttp://twitter.com/marilynsuttlehttp://twitter.com/MichelFalconhttp://twitter.com/seventhmanhttp://twitter.com/eisconsultinghttp://twitter.com/LightbulbDhttp://twitter.com/CustServGreeterhttp://twitter.com/LovelyLuhttp://twitter.com/AlHopper_http://twitter.com/catykobehttp://twitter.com/catykobehttp://twitter.com/AlHopper_http://twitter.com/LovelyLuhttp://twitter.com/CustServGreeterhttp://twitter.com/LightbulbDhttp://twitter.com/eisconsultinghttp://twitter.com/seventhmanhttp://twitter.com/MichelFalconhttp://twitter.com/marilynsuttlehttp://twitter.com/MarshaCollierhttp://twitter.com/EducationNews1http://twitter.com/SJAbbotthttp://twitter.com/CustServGreeterhttp://twitter.com/ravenrosesmithhttp://twitter.com/MichelFalconhttp://twitter.com/imacswebhttp://twitter.com/ABHurethttp://twitter.com/eisconsultinghttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/ValaAfsharhttp://twitter.com/mike_nuneshttp://twitter.com/TeresaAllenhttp://twitter.com/MarshaCollierhttp://twitter.com/SethSklarhttp://twitter.com/CustServGreeterhttp://twitter.com/KarenLockerhttp://twitter.com/AlHopper_


8/33

2013-07-10 1:16 am AB_BizAdvisors @GregOrtbach A2 should be on ongoing process. If no issues, status

quo works. If too many issues then some tweaking needed. #custserv

2013-07-10 1:16 am CustServGreeter @seventhman Hi, Shaleen! #custserv

2013-07-10 1:16 am fmisle @AlHopper_ Hi! #custserv

2013-07-10 1:17 am ValaAfshar Customer satisfaction is not a sufficient measure of a customer's

commitment - not a guarantee for future business. #custserv

2013-07-10 1:17 am elizabethtraub @MichelFalcon face to face including google, Skype. I realize not

always feasible for many companies. #CustServ

2013-07-10 1:17 am MarshaCollier FYI @Tweetdeck misses a LOT of tweets. I am moving to @twubs#custserv

2013-07-10 1:17 am ABHuret A2 Many companies (@Sephora for example) ask after every

purchase via their receipt. Participation encouraged with drawing.

#custserv

2013-07-10 1:17 am CustServGreeter RT @LovelyLu We audit and make necessary changes on a regular

basis. It takes a real commitment to stick to. #custserv

2013-07-10 1:17 am seventhman RT @ABHuret Silence is not always golden; a quiet customer doesn't


2013-07-10 1:17 am AlHopper_ @fmisle Hello there, stranger! #custserv

2013-07-10 1:17 am SethSklar @ABHuret agreed! A silent customer could also be a disinterested

and not loyal. #custserv2013-07-10 1:17 am SharifRenno A2: I would recco when you notice a plateau. At that point it's time mix

it up and ask more/different questions. #custserv

2013-07-10 1:17 am imacsweb @fmisle What's up Faisal?? #custserv @AlHopper_

2013-07-10 1:17 am SJAbbott Yes. MT @ValaAfshar: Cust satisfaction is not sufficient measure of a

customer's commitment. Not a guarantee for future business.

#custserv

2013-07-10 1:18 am ValaAfshar Indifference is awfully quiet and the true enemy of business growth.

#custserv

2013-07-10 1:18 am MarshaCollier True st9ory --> RT @ABHuret Silence is not always golden; a quiet

customer doesn't necessarily equal a happy customer. #custserv

2013-07-10 1:18 am BarryBirkett So true - but easy to overlook RT @abhuret: Silence is not alwaysgolden; a quiet cust doesn't necessarily equal a happy customer.

#custserv

2013-07-10 1:18 am catykobe I think most are? \\u201c@SethSklar: @ABHuret agreed! A silent

customer could also be a disinterested and not loyal.

#custserv\\u201d

2013-07-10 1:18 am seventhman @AlHopper_ @CustServGreeter Hope you're doin' fine! #custserv

2013-07-10 1:18 am elizabethtraub Sadly I am old school. well not sadly. RT @GregOrtbach: Q2: How

often do you audit or revise the process to measure #custserv

satisfaction?

2013-07-10 1:18 am HollyChessman A2 In my biz things don't change quickly but you do need to check

several times a yr to make sure you haven't gone off track #custserv2013-07-10 1:18 am CustServGreeter @ValaAfshar Hi, Vala! #custserv

2013-07-10 1:18 am AlHopper_ This is so true! I welcome #fail feedback RT @ValaAfshar:

Indifference is awfully quiet and the true enemy of business growth.

#custserv

2013-07-10 1:19 am LightbulbD RT @ValaAfshar: Indifference is awfully quiet and the true enemy of

business growth. #custserv

2013-07-10 1:19 am seventhman @ValaAfshar Now, that got me curious... hope you can elaborate,

thanks! #custserv
http://twitter.com/AB_BizAdvisorshttp://twitter.com/CustServGreeterhttp://twitter.com/fmislehttp://twitter.com/ValaAfsharhttp://twitter.com/elizabethtraubhttp://twitter.com/MarshaCollierhttp://twitter.com/ABHurethttp://twitter.com/CustServGreeterhttp://twitter.com/seventhmanhttp://twitter.com/AlHopper_http://twitter.com/SethSklarhttp://twitter.com/SharifRennohttp://twitter.com/imacswebhttp://twitter.com/SJAbbotthttp://twitter.com/ValaAfsharhttp://twitter.com/MarshaCollierhttp://twitter.com/BarryBirketthttp://twitter.com/catykobehttp://twitter.com/seventhmanhttp://twitter.com/elizabethtraubhttp://twitter.com/HollyChessmanhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/LightbulbDhttp://twitter.com/seventhmanhttp://twitter.com/seventhmanhttp://twitter.com/LightbulbDhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/HollyChessmanhttp://twitter.com/elizabethtraubhttp://twitter.com/seventhmanhttp://twitter.com/catykobehttp://twitter.com/BarryBirketthttp://twitter.com/MarshaCollierhttp://twitter.com/ValaAfsharhttp://twitter.com/SJAbbotthttp://twitter.com/imacswebhttp://twitter.com/SharifRennohttp://twitter.com/SethSklarhttp://twitter.com/AlHopper_http://twitter.com/seventhmanhttp://twitter.com/CustServGreeterhttp://twitter.com/ABHurethttp://twitter.com/MarshaCollierhttp://twitter.com/elizabethtraubhttp://twitter.com/ValaAfsharhttp://twitter.com/fmislehttp://twitter.com/CustServGreeterhttp://twitter.com/AB_BizAdvisors


9/33

2013-07-10 1:19 am MarshaCollier @elizabethtraub Old school counts for a lot in #custserv

2013-07-10 1:19 am KarenLocker as a customer I am much less likely to be vocal about good service

than about bad, unless exceptional service n#custserv

2013-07-10 1:19 am spark911uk A2: We're willing to change instantly if it makes sense to. Scheduling

change is to knowingly allow bad processes to continue #custserv

2013-07-10 1:19 am marilynsuttle Amiables customers don't complain because they don't want to be

made uncomfortable. #custserv

2013-07-10 1:19 am MichelFalcon @catykobe I believe the value is that the customer gets to be heard

and recognized. #custserv2013-07-10 1:19 am AlHopper_ @seventhman @CustServGreeter Almost always do fine. But I have

a good mirror ;0) #custserv

2013-07-10 1:19 am elizabethtraub Yes it is. RT @ValaAfshar: Indifference is awfully quiet and the true

enemy of business growth. #custserv

2013-07-10 1:19 am TeresaAllen Many cos survey and then never share results with front-line staff.

Comments great training points positive (happy) or negative #custser

2013-07-10 1:19 am imacsweb #custserv One area that can be improved on in most businesses to

gain more insight is follow up with a "would you buy again?" type

question.

2013-07-10 1:19 am HollyChessman @ABHuret That can sometimes be annoying to me, though - too

many surveys #custserv2013-07-10 1:19 am AB_BizAdvisors RT @MarshaCollier: @elizabethtraub Old school counts for a lot in

#custserv

2013-07-10 1:19 am MarshaCollier I often say I am happy with the service just to get away. My bad?

#custserv

2013-07-10 1:19 am ValaAfshar Satisfied customers will buy from the competition. Loyal, committed

customers will mostly (only) buy from you. #custserv

2013-07-10 1:20 am catykobe @IamOkema Agree. Wondering the best ways to communicate the

commitment tho. It's more than "we appreciate you" on a receipt?

#custserv

2013-07-10 1:20 am BarryBirkett @eisconsulting @elizabethtraub @MarshaCollier We try casual

convos with someone cust trusts enough to be comfortable beinghonest. #custserv

2013-07-10 1:20 am GregOrtbach Yes - and solve my issue 1st please. RT @HollyChessman:

@ABHuret That can sometimes be annoying to me, though - too

many surveys #custserv

2013-07-10 1:20 am MichelFalcon @alhopper_ gotcha! #custserv

2013-07-10 1:20 am MarshaCollier Just because you\\u2019ve resolved an issue, doesn\\u2019t mean

they\\u2019ll return. Follow-up is key #custserv

2013-07-10 1:20 am elizabethtraub @IamOkema oh yes, then I make up the "rules" as we go. LOL

#CustServ

2013-07-10 1:20 am AlHopper_ I smell #NPS convo MT @imacsweb: #custserv ...more insight is

follow up with a "would you buy again?" type question.2013-07-10 1:20 am ValaAfshar Customer feedback is a gift. Accept graciously, unwrap

enthusiastically and share kindly. #custserv

2013-07-10 1:20 am imacsweb RT @MarshaCollier: Just because you\\u2019ve resolved an issue,

doesn\\u2019t mean they\\u2019ll return. Follow-up is key #custserv

2013-07-10 1:20 am SharifRenno RT @ValaAfshar: Satisfied customers will buy from the competition.

Loyal, committed customers will mostly (only) buy from you. #custserv

2013-07-10 1:20 am CustServGreeter No, I think a lot of peeps do. RT @MarshaCollier I often say I am

happy with the service just to get away. My bad? #custserv
http://twitter.com/MarshaCollierhttp://twitter.com/KarenLockerhttp://twitter.com/spark911ukhttp://twitter.com/marilynsuttlehttp://twitter.com/MichelFalconhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/TeresaAllenhttp://twitter.com/imacswebhttp://twitter.com/HollyChessmanhttp://twitter.com/AB_BizAdvisorshttp://twitter.com/MarshaCollierhttp://twitter.com/ValaAfsharhttp://twitter.com/catykobehttp://twitter.com/BarryBirketthttp://twitter.com/GregOrtbachhttp://twitter.com/MichelFalconhttp://twitter.com/MarshaCollierhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/ValaAfsharhttp://twitter.com/imacswebhttp://twitter.com/SharifRennohttp://twitter.com/CustServGreeterhttp://twitter.com/CustServGreeterhttp://twitter.com/SharifRennohttp://twitter.com/imacswebhttp://twitter.com/ValaAfsharhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/MarshaCollierhttp://twitter.com/MichelFalconhttp://twitter.com/GregOrtbachhttp://twitter.com/BarryBirketthttp://twitter.com/catykobehttp://twitter.com/ValaAfsharhttp://twitter.com/MarshaCollierhttp://twitter.com/AB_BizAdvisorshttp://twitter.com/HollyChessmanhttp://twitter.com/imacswebhttp://twitter.com/TeresaAllenhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/MichelFalconhttp://twitter.com/marilynsuttlehttp://twitter.com/spark911ukhttp://twitter.com/KarenLockerhttp://twitter.com/MarshaCollier


10/33

2013-07-10 1:20 am Fortuna33 @imacsweb @MarshaCollier If my complaint is listened to, resolved

and I receive a follow up call my loyalty is earned. #custserv

2013-07-10 1:20 am catykobe RT @ValaAfshar: Indifference is awfully quiet and the true enemy of


2013-07-10 1:20 am eisconsulting @BarryBirkett Exactly, :) #custserv

2013-07-10 1:21 am seventhman @MarshaCollier I'd be more scared of a silent customer ;) #custserv

2013-07-10 1:21 am kflahertycom Guilty as charged RT @MarshaCollier: I often say I am happy with the

service just to get away. My bad? #custserv

2013-07-10 1:21 am MarshaCollier @Fortuna33 Good way to look at it #custserv @imacsweb2013-07-10 1:21 am BarryBirkett Easy to do if you think honesty won't matter RT @marshacollier: I

often say I am happy with the service just to get away. My bad?

#custserv

2013-07-10 1:21 am MichelFalcon @marshacollier oh no! You're doing them such a disservice :)

#custserv

2013-07-10 1:21 am AlHopper_ @MichelFalcon the trick is what you do with the answers ;0)

#custserv

2013-07-10 1:21 am Fortuna33 RT @ValaAfshar: Customer feedback is a gift. Accept graciously,

unwrap enthusiastically and share kindly. #custserv

2013-07-10 1:21 am ValaAfshar A satisfied customer may not be an advocate. Measure loyalty based

on re-purchase frequency and level of advocacy. #custserv2013-07-10 1:21 am AB_BizAdvisors I wish I can do that. No filter here!! RT @MarshaCollier: I often say I

am happy with the service just to get away. My bad? #custserv

2013-07-10 1:21 am EmilyDouglasHC RT @ValaAfshar: Satisfied customers will buy from the competition.

Loyal, committed customers will mostly (only) buy from you. #custserv

2013-07-10 1:21 am EmilyDouglasHC RT @ValaAfshar: Customer feedback is a gift. Accept graciously,


2013-07-10 1:21 am MarshaCollier Q3: Can companies stick with a formal process and still think outside

the box to ensure customer satisfaction #custserv?

2013-07-10 1:21 am elizabethtraub For shame...LOL RT @MarshaCollier: I often say I am happy with the

service just to get away. My bad? #custserv

2013-07-10 1:21 am CustServGreeter Come out and play! :) RT @seventhman @MarshaCollier I'd be morescared of a silent customer ;) #custserv

2013-07-10 1:21 am AlHopper_ RT @MarshaCollier: Q3: Can companies stick with a formal process

and still think outside the box to ensure customer satisfaction

#custserv?

2013-07-10 1:21 am GregOrtbach RT @MarshaCollier: Q3: Can companies stick with a formal process


#custserv?.

2013-07-10 1:22 am berkson0 RT @ValaAfshar: Indifference is awfully quiet and the true enemy of


2013-07-10 1:22 am MichelFalcon @alhopper_ that is a #custserv topic in itself. I say, "don't let your

customer data live in a virtual storage unit" #custserv2013-07-10 1:22 am ValaAfshar Net promoter score (NPS) is not a very robust measure of customer

loyalty - we need a new measure in the social era. #custserv

2013-07-10 1:22 am HollyChessman @MarshaCollier I usually ignore surveys unless I'm extraordinarily

pleased or displeased with the service I received #custserv

2013-07-10 1:22 am CustServGreeter @EmilyDouglasHC Hi, Emily! Welcome. #custserv

2013-07-10 1:22 am catykobe @MichelFalcon I think "hearing & recognition" value props are easily

seen in public platforms. I don't get that value from surveys #custserv

2013-07-10 1:22 am AlHopper_ @AB_BizAdvisors @MarshaCollier I've done that in surveys, but for
http://twitter.com/Fortuna33http://twitter.com/catykobehttp://twitter.com/eisconsultinghttp://twitter.com/seventhmanhttp://twitter.com/kflahertycomhttp://twitter.com/MarshaCollierhttp://twitter.com/BarryBirketthttp://twitter.com/MichelFalconhttp://twitter.com/AlHopper_http://twitter.com/Fortuna33http://twitter.com/ValaAfsharhttp://twitter.com/AB_BizAdvisorshttp://twitter.com/EmilyDouglasHChttp://twitter.com/EmilyDouglasHChttp://twitter.com/MarshaCollierhttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/berkson0http://twitter.com/MichelFalconhttp://twitter.com/ValaAfsharhttp://twitter.com/HollyChessmanhttp://twitter.com/CustServGreeterhttp://twitter.com/catykobehttp://twitter.com/AlHopper_http://twitter.com/AlHopper_http://twitter.com/catykobehttp://twitter.com/CustServGreeterhttp://twitter.com/HollyChessmanhttp://twitter.com/ValaAfsharhttp://twitter.com/MichelFalconhttp://twitter.com/berkson0http://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/MarshaCollierhttp://twitter.com/EmilyDouglasHChttp://twitter.com/EmilyDouglasHChttp://twitter.com/AB_BizAdvisorshttp://twitter.com/ValaAfsharhttp://twitter.com/Fortuna33http://twitter.com/AlHopper_http://twitter.com/MichelFalconhttp://twitter.com/BarryBirketthttp://twitter.com/MarshaCollierhttp://twitter.com/kflahertycomhttp://twitter.com/seventhmanhttp://twitter.com/eisconsultinghttp://twitter.com/catykobehttp://twitter.com/Fortuna33


11/33

some reason, my tips are a truer measure of happiness from me

#custserv

2013-07-10 1:22 am LightbulbD @MarshaCollier It's the Co.'s job to figure out how to keep U as

customer. U shouldn't have to spend time "training" their staff.

#custserv

2013-07-10 1:22 am imacsweb @Fortuna33 Yes! Follow up post-#custserv engagement is key, even

third party. It needs to be brief and thank the customer.

@MarshaCollier

2013-07-10 1:22 am seventhman Friends, please excuse the volume of tweets... or you may just join usat #custserv tonight .

2013-07-10 1:22 am MarshaCollier @AB_BizAdvisors It's not that I have filters, I have a lack of patience

#custserv

2013-07-10 1:22 am Dogpaddling @ValaAfshar what would you say ensures a customers commitment?

#custserv

2013-07-10 1:22 am CustServGreeter @berkson0 Greetings, Alan! :) #custserv

2013-07-10 1:22 am elizabethtraub @IamOkema when I have A person who does not fit any mold, I do

reinvent the process. #custserv

2013-07-10 1:23 am astrostation @ABHuret Silence is not always golden; a quiet customer doesn't


2013-07-10 1:23 am MarshaCollier @Dogpaddling What is your answer to the question at hand?#custserv

2013-07-10 1:23 am BarryBirkett Maybe for them, but what'll being honest do for you? RT

@michelfalcon @MarshaCollier oh no! You're doing them such a

disservice :) #custserv

2013-07-10 1:23 am Fortuna33 @ValaAfshar I wish all companies knew this fact. I will freely

advertise to friends and family, when I am genuinely understood.

#custserv

2013-07-10 1:23 am ValaAfshar We can measure customer loyalty using a social promoter score

(SPS) and ask more relevant questions. #custserv

2013-07-10 1:23 am AlHopper_ Agreed MT @ValaAfshar Net promoter score (NPS) is not a robust

measure of customer loyalty - we need a new measure in social era.#custserv

2013-07-10 1:23 am CustServGreeter @Dogpaddling Welcome Kathryn! #custserv

2013-07-10 1:23 am astrostation @MarshaCollier: Just because you\\u2019ve resolved an issue,


2013-07-10 1:23 am TeresaAllen Honest feedback often only given with anonymity. Then when

negative feedback is given, no response possible - alternatives?

#custserv

2013-07-10 1:23 am eisconsulting An org can have a formal process, but be willing to step outside of it

when necessary to ensure customer satisfaction. #custserv

2013-07-10 1:23 am sarahkwalters @ValaAfshar What measure do you think will replace NPS Vala?

#custserv2013-07-10 1:23 am spark911uk A3: Yes, empowerment of employees to use their judgment is key.

Most may fit the process, but not all each time - need flexibility

#custserv

2013-07-10 1:23 am catykobe @MarshaCollier I hear ya. I feel like when I respond to surveys that

I'm doing THEM a favor. Not the other way around. #custserv

2013-07-10 1:23 am seventhman A2 I'm always open to changing fast, failing faster and succeeding

fastest where #custserv is concerned. In other words, agile..

2013-07-10 1:23 am astrostation @MarshaCollier: Q3: Can companies stick with a formal process and
http://twitter.com/LightbulbDhttp://twitter.com/imacswebhttp://twitter.com/seventhmanhttp://twitter.com/MarshaCollierhttp://twitter.com/Dogpaddlinghttp://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/astrostationhttp://twitter.com/MarshaCollierhttp://twitter.com/BarryBirketthttp://twitter.com/Fortuna33http://twitter.com/ValaAfsharhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/astrostationhttp://twitter.com/TeresaAllenhttp://twitter.com/eisconsultinghttp://twitter.com/sarahkwaltershttp://twitter.com/spark911ukhttp://twitter.com/catykobehttp://twitter.com/seventhmanhttp://twitter.com/astrostationhttp://twitter.com/astrostationhttp://twitter.com/seventhmanhttp://twitter.com/catykobehttp://twitter.com/spark911ukhttp://twitter.com/sarahkwaltershttp://twitter.com/eisconsultinghttp://twitter.com/TeresaAllenhttp://twitter.com/astrostationhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/ValaAfsharhttp://twitter.com/Fortuna33http://twitter.com/BarryBirketthttp://twitter.com/MarshaCollierhttp://twitter.com/astrostationhttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/Dogpaddlinghttp://twitter.com/MarshaCollierhttp://twitter.com/seventhmanhttp://twitter.com/imacswebhttp://twitter.com/LightbulbD


12/33

still think outside the box to ensure customer satisfaction #custserv?

2013-07-10 1:23 am SJAbbott A3 There's a difference btw systemic vs incidental experiences.

Before I comment, I ask what I'll gain from critical feedback?

#custserv

2013-07-10 1:23 am sarahkwalters RT @ValaAfshar: We can measure customer loyalty using a social

promoter score (SPS) and ask more relevant questions. #custserv

2013-07-10 1:24 am LightbulbD A3 @GregOrtbach @MarshaCollier Yes. You can have a formal

process to track #custserv issues which can also note

innovative/unique solutions2013-07-10 1:24 am AlHopper_ A3 That's evolution in business. You can keep some proven ways, bu

have to be agile enough to add/take away others #custserv

2013-07-10 1:24 am CustServGreeter @astrostation Welcome - I missed saying hello before. :) #custserv

2013-07-10 1:24 am MichelFalcon @catykobe the feeling of being heard/recognized IF the company

actually 'takes action' and does something w/ the feedback #custserv

2013-07-10 1:24 am ValaAfshar NPS is a measure of intent. SPS is action oriented: Ask - did you

recommend our company, and to whom? #custserv

2013-07-10 1:24 am MarshaCollier @TeresaAllen Good point #custserv

2013-07-10 1:24 am marilynsuttle Following up and closing the loop after a complaint can make

customers even more loyal. #custserv

2013-07-10 1:24 am catykobe RT @MarshaCollier: Q3: Can companies stick with a formal processand still think outside the box to ensure customer satisfaction

#custserv?

2013-07-10 1:24 am seventhman RT @MarshaCollier Just because you\\u2019ve resolved an issue,


2013-07-10 1:24 am imacsweb RT @marilynsuttle: Following up and closing the loop after a

complaint can make customers even more loyal. #custserv

2013-07-10 1:24 am berkson0 @CustServGreeter hey Roy. I know we're due for a #custserv

conversation

2013-07-10 1:24 am AB_BizAdvisors @MarshaCollier A3. hard 2 do. Customers r each unique in own way

General guidelines help but still need human element/flexibility

#custserv2013-07-10 1:24 am Toby_Metcalf RT @marilynsuttle Following up and closing the loop after a complain

can make customers even more loyal. #custserv

2013-07-10 1:25 am MarshaCollier A3 I don't think that a formal process limits the ability to "think outside

the box" #custserv

2013-07-10 1:25 am CustServGreeter RT @MarshaCollier: Q3: Can companies stick with a formal process


#custserv?

2013-07-10 1:25 am berkson0 #custserv is a marketing opportunity. Rinse. Repeat.

2013-07-10 1:25 am spark911uk A3: Your key company values should be your process. The rest is

common sense to align and uphold those values #custserv

2013-07-10 1:25 am ValaAfshar Using social CRM, we can easily identify social advocates and theirlevel of endorsements and network activity. #custserv

2013-07-10 1:25 am CustServGreeter @berkson0 Yessir! #custserv

2013-07-10 1:25 am marilynsuttle @IamOkema Shows what a company is made of #custserv

2013-07-10 1:25 am HollyChessman @spark911uk Completely agree - employees should never simply say

"that's not my job" #custserv

2013-07-10 1:25 am eisconsulting The formal process is basically a launching pad or a foundation, upon

which, you build, explore and develop to improve. #custserv

2013-07-10 1:25 am astrostation Attitude... RT @MarshaCollier: A3 I don't think that a formal process
http://twitter.com/SJAbbotthttp://twitter.com/sarahkwaltershttp://twitter.com/LightbulbDhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/MichelFalconhttp://twitter.com/ValaAfsharhttp://twitter.com/MarshaCollierhttp://twitter.com/marilynsuttlehttp://twitter.com/catykobehttp://twitter.com/seventhmanhttp://twitter.com/imacswebhttp://twitter.com/berkson0http://twitter.com/AB_BizAdvisorshttp://twitter.com/Toby_Metcalfhttp://twitter.com/MarshaCollierhttp://twitter.com/CustServGreeterhttp://twitter.com/berkson0http://twitter.com/spark911ukhttp://twitter.com/ValaAfsharhttp://twitter.com/CustServGreeterhttp://twitter.com/marilynsuttlehttp://twitter.com/HollyChessmanhttp://twitter.com/eisconsultinghttp://twitter.com/astrostationhttp://twitter.com/astrostationhttp://twitter.com/eisconsultinghttp://twitter.com/HollyChessmanhttp://twitter.com/marilynsuttlehttp://twitter.com/CustServGreeterhttp://twitter.com/ValaAfsharhttp://twitter.com/spark911ukhttp://twitter.com/berkson0http://twitter.com/CustServGreeterhttp://twitter.com/MarshaCollierhttp://twitter.com/Toby_Metcalfhttp://twitter.com/AB_BizAdvisorshttp://twitter.com/berkson0http://twitter.com/imacswebhttp://twitter.com/seventhmanhttp://twitter.com/catykobehttp://twitter.com/marilynsuttlehttp://twitter.com/MarshaCollierhttp://twitter.com/ValaAfsharhttp://twitter.com/MichelFalconhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/LightbulbDhttp://twitter.com/sarahkwaltershttp://twitter.com/SJAbbott


13/33

limits the ability to "think outside the box" #custserv

2013-07-10 1:26 am HollyChessman RT @AlHopper_: A3 That's evolution in business. You can keep

some proven ways, but have to be agile enough to add/take away

others #custserv

2013-07-10 1:26 am MarshaCollier @ValaAfshar Curious what your answer is to Q3? #custserv

2013-07-10 1:26 am catykobe A3 Unfortunately I think this greatly depends on an org's budget and

size of support team. :( #custserv

2013-07-10 1:26 am GregOrtbach Q4: What are some ways to determine what extent of the

customer\\u2019s needs have been fulfilled? #custserv2013-07-10 1:26 am jkhewett RT @marilynsuttle: Following up and closing the loop after a

complaint can make customers even more loyal. #custserv

2013-07-10 1:26 am AlHopper_ RT @GregOrtbach: Q4: What are some ways to determine what

extent of the customer\\u2019s needs have been fulfilled? #custserv

2013-07-10 1:26 am elizabethtraub Yes to this. RT @MarshaCollier: A3 I don't think that a formal process

limits the ability to "think outside the box" #custserv

2013-07-10 1:26 am MarshaCollier .RT @GregOrtbach: Q4: What are some ways to determine what


2013-07-10 1:26 am SethSklar @MarshaCollier the box is the framework, but employees need to be

able to step out. #custserv

2013-07-10 1:26 am sarahkwalters @ValaAfshar Just saw your tweet on SPS...what relavant questionsshould be asked? #custserv

2013-07-10 1:26 am LovelyLu A3 Formal plans CAN be outside the box. You need to do what works

for your customers. #custserv

2013-07-10 1:26 am ValaAfshar Customer companies think like a customer - employees must be

empowered to adapt and think outside the box. #custserv

2013-07-10 1:26 am TeresaAllen Agreed re more needed than NPS - easy for cust to SAY they will

repurchase. No guarantee it will actually happen #custserv

2013-07-10 1:26 am HaleyCertified @MarshaCollier A3 Thinking outside of the box can help you fix a

process that may be broken in the customers eyes #custserv

2013-07-10 1:26 am EducationNews1 Companies should take the Apple, Costco and Nordstrom approach

to customer service. #custserv2013-07-10 1:26 am KnowledgeBishop RT @ValaAfshar: Customer companies think like a customer -

employees must be empowered to adapt and think outside the box.

#custserv

2013-07-10 1:26 am mkrigsman #custserv A3: Without a formal process, your customer is screwed.

2013-07-10 1:26 am sarahkwalters RT @ValaAfshar: NPS is a measure of intent. SPS is action oriented:

Ask - did you recommend our company, and to whom? #custserv

2013-07-10 1:26 am KnowledgeBishop RT @ValaAfshar: Using social CRM, we can easily identify social

advocates and their level of endorsements and network activity.

#custserv

2013-07-10 1:27 am astrostation @GregOrtbach: Q4: What are some ways to determine what extent o

the customer\\u2019s needs have been fulfilled? #custserv2013-07-10 1:27 am spark911uk @HollyChessman Agreed! It's such a shame that too many people

are afraid to think outside the box until told they can #custserv

2013-07-10 1:27 am HollyChessman RT @GregOrtbach: Q4: What are some ways to determine what


2013-07-10 1:27 am MarshaCollier YES! RT @HaleyCertified: A3 Thinking outside of the box can help

you fix a process that may be broken in the customers eyes #custserv

2013-07-10 1:27 am eisconsulting To lose your ability to think outside the box is to lose your ability to

challenge the status quo, to create or to innovate. #custserv
http://twitter.com/HollyChessmanhttp://twitter.com/MarshaCollierhttp://twitter.com/catykobehttp://twitter.com/GregOrtbachhttp://twitter.com/jkhewetthttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/MarshaCollierhttp://twitter.com/SethSklarhttp://twitter.com/sarahkwaltershttp://twitter.com/LovelyLuhttp://twitter.com/ValaAfsharhttp://twitter.com/TeresaAllenhttp://twitter.com/HaleyCertifiedhttp://twitter.com/EducationNews1http://twitter.com/KnowledgeBishophttp://twitter.com/mkrigsmanhttp://twitter.com/sarahkwaltershttp://twitter.com/KnowledgeBishophttp://twitter.com/astrostationhttp://twitter.com/spark911ukhttp://twitter.com/HollyChessmanhttp://twitter.com/MarshaCollierhttp://twitter.com/eisconsultinghttp://twitter.com/eisconsultinghttp://twitter.com/MarshaCollierhttp://twitter.com/HollyChessmanhttp://twitter.com/spark911ukhttp://twitter.com/astrostationhttp://twitter.com/KnowledgeBishophttp://twitter.com/sarahkwaltershttp://twitter.com/mkrigsmanhttp://twitter.com/KnowledgeBishophttp://twitter.com/EducationNews1http://twitter.com/HaleyCertifiedhttp://twitter.com/TeresaAllenhttp://twitter.com/ValaAfsharhttp://twitter.com/LovelyLuhttp://twitter.com/sarahkwaltershttp://twitter.com/SethSklarhttp://twitter.com/MarshaCollierhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/jkhewetthttp://twitter.com/GregOrtbachhttp://twitter.com/catykobehttp://twitter.com/MarshaCollierhttp://twitter.com/HollyChessman


14/33

2013-07-10 1:27 am AlHopper_ A4: See A1: Ask them. If you don't ask, you will never know the truth

#custserv (ducks movie references) ;0)

2013-07-10 1:27 am Toby_Metcalf A3 yes - you must have a process and measurment, but you must

also empower the front lines to solve problems #custserv

2013-07-10 1:27 am ValaAfshar @sarahkwalters 1. did you promote our company, 2. who did you

promote us to? 3. what happened next? #custserv

2013-07-10 1:27 am AlisaMS RT @MarshaCollier: FYI @Tweetdeck misses a LOT of tweets. I am

moving to @twubs #custserv

2013-07-10 1:27 am binowski RT @ValaAfshar: Customer feedback is a gift. Accept graciously,unwrap enthusiastically and share kindly. #custserv

2013-07-10 1:27 am TahiraCreates RT @berkson0: #custserv is a marketing opportunity. Rinse. Repeat.

2013-07-10 1:27 am elizabethtraub RT @AlHopper_: A3 That's evolution in business. You can keep

some proven ways, but have to be agile enough to add/take away

others #custserv

2013-07-10 1:27 am sarahkwalters @ValaAfshar Thanks Vala! Great ideas to think about! #custserv

2013-07-10 1:27 am LightbulbD RT @Toby_Metcalf: A3 yes - you must have a process and

measurment, but you must also empower the front lines to solve

problems #custserv

2013-07-10 1:27 am marilynsuttle Formal processes need to be reinforced ongoing to stick #custserv

2013-07-10 1:28 am MichelFalcon @marshacollier @gregortbach A4: repeat purchases, direct referrals,social commentary #custserv

2013-07-10 1:28 am MarshaCollier @sarahkwalters Cuirous what your answer is to Q3? #custserv

2013-07-10 1:28 am mkrigsman #custserv A3: Formal process are anathema to diligent and flexible

customer service.

2013-07-10 1:28 am BilalJaffery Helps with tracking and attribution. RT @marilynsuttle: Formal

processes need to be reinforced ongoing to stick #custserv

2013-07-10 1:28 am ValaAfshar There is no box... and if you find it, please recycle. We must empowe

employees to delight, anywhere, anytime. #custserv

2013-07-10 1:28 am imacsweb @GregOrtbach A4: follow up, surveys, measured intention to

purchase, tracked incentive/coupon, many more... #custserv

2013-07-10 1:28 am KnowledgeBishop @ValaAfshar We created a metric called Net Social Sentiment (NSS)that tracks net social rants and raves, per product per week.

#custserv

2013-07-10 1:28 am Toby_Metcalf A4 Customer servey - Social networks - Net promotor scores

#custserv

2013-07-10 1:28 am eisconsulting Formal processes still require discretion, alteration and occasional

tweaking. Otherwise they'll become outdated. #custserv

2013-07-10 1:28 am HollyChessman @AlHopper_ You, making movie references? That never happens ;)

#custserv

2013-07-10 1:28 am spark911uk A4: We get to know their objectives day 1 & help them meet them, so

their success is measured against their objectives not ours #custserv

2013-07-10 1:28 am MarshaCollier @MichelFalcon Yes! All good points #custserv2013-07-10 1:28 am Dogpaddling @CustServGreeter Thanks Roy!! #custserv

2013-07-10 1:28 am Toby_Metcalf RT @MichelFalcon @marshacollier @gregortbach A4: repeat

purchases, direct referrals, social commentary #custserv

2013-07-10 1:29 am LightbulbD RT @BilalJaffery: Helps with tracking and attribution. RT

@marilynsuttle: Formal processes need to be reinforced ongoing to

stick #custserv

2013-07-10 1:29 am MarshaCollier @Toby_Metcalf Please elaborate on how you use NPS? #custserv

2013-07-10 1:29 am TeamMDrs RT @ValaAfshar: There is no box... and if you find it, please recycle.
http://twitter.com/AlHopper_http://twitter.com/Toby_Metcalfhttp://twitter.com/ValaAfsharhttp://twitter.com/AlisaMShttp://twitter.com/binowskihttp://twitter.com/TahiraCreateshttp://twitter.com/elizabethtraubhttp://twitter.com/sarahkwaltershttp://twitter.com/LightbulbDhttp://twitter.com/marilynsuttlehttp://twitter.com/MichelFalconhttp://twitter.com/MarshaCollierhttp://twitter.com/mkrigsmanhttp://twitter.com/BilalJafferyhttp://twitter.com/ValaAfsharhttp://twitter.com/imacswebhttp://twitter.com/KnowledgeBishophttp://twitter.com/Toby_Metcalfhttp://twitter.com/eisconsultinghttp://twitter.com/HollyChessmanhttp://twitter.com/spark911ukhttp://twitter.com/MarshaCollierhttp://twitter.com/Dogpaddlinghttp://twitter.com/Toby_Metcalfhttp://twitter.com/LightbulbDhttp://twitter.com/MarshaCollierhttp://twitter.com/TeamMDrshttp://twitter.com/TeamMDrshttp://twitter.com/MarshaCollierhttp://twitter.com/LightbulbDhttp://twitter.com/Toby_Metcalfhttp://twitter.com/Dogpaddlinghttp://twitter.com/MarshaCollierhttp://twitter.com/spark911ukhttp://twitter.com/HollyChessmanhttp://twitter.com/eisconsultinghttp://twitter.com/Toby_Metcalfhttp://twitter.com/KnowledgeBishophttp://twitter.com/imacswebhttp://twitter.com/ValaAfsharhttp://twitter.com/BilalJafferyhttp://twitter.com/mkrigsmanhttp://twitter.com/MarshaCollierhttp://twitter.com/MichelFalconhttp://twitter.com/marilynsuttlehttp://twitter.com/LightbulbDhttp://twitter.com/sarahkwaltershttp://twitter.com/elizabethtraubhttp://twitter.com/TahiraCreateshttp://twitter.com/binowskihttp://twitter.com/AlisaMShttp://twitter.com/ValaAfsharhttp://twitter.com/Toby_Metcalfhttp://twitter.com/AlHopper_


15/33

We must empower employees to delight, anywhere, anytime.

#custserv

2013-07-10 1:29 am marilynsuttle @BilalJaffery and creating a culture of service excellence #custserv

2013-07-10 1:29 am mkrigsman #custserv A3: Structured process combined with flexible policies are

the key to good customer service.

2013-07-10 1:29 am AlHopper_ I know nussink... RT @HollyChessman: @AlHopper_ You, making

movie references? That never happens ;) #custserv

2013-07-10 1:29 am eisconsulting Love! RT @ValaAfshar There is no box...and if u find it, please

recycle. We must empower employees to delight, anywhere, anytime#custserv

2013-07-10 1:29 am ValaAfshar @KnowledgeBishop that's brilliant - the future is already here, but it is

not evenly distributed. #custserv

2013-07-10 1:29 am seventhman A3 That's tough. I think formal processes should give some room for

improvisation.. #custserv

2013-07-10 1:29 am zacharyjeans RT @mkrigsman: #custserv A3: Structured process combined with

flexible policies are the key to good customer service.

2013-07-10 1:29 am will_lam RT @berkson0: #custserv is a marketing opportunity. Rinse. Repeat.

2013-07-10 1:29 am elizabethtraub RT @Toby_Metcalf: A3 yes - you must have a process and

measurment, but you must also empower the front lines to solve

problems #custserv2013-07-10 1:29 am catykobe RT @MichelFalcon: @marshacollier @gregortbach A4: repeat

purchases, direct referrals, social commentary #custserv

2013-07-10 1:30 am ABHuret @MarshaCollier Similar issues; I'm using tchat and getting about of

1/3 of chat. (also showering & making dinner, but still) #custserv

2013-07-10 1:30 am GregOrtbach Great answers so far #custserv. Thanks for sharing your insights.

2013-07-10 1:30 am Dogpaddling RT @ValaAfshar: Service is delivered by people and people do make

mistakes. Acknowledge, correct, root cause, improve. #custserv

2013-07-10 1:30 am catykobe @MichelFalcon Great points! #custserv

2013-07-10 1:30 am LaineHendricks RT @EducationNews1: Companies should take the Apple, Costco

and Nordstrom approach to customer service. #custserv

2013-07-10 1:30 am LightbulbD @mkrigsman A formal process can identify ongoing, persistent issuesthat require Executive attention. #custserv.

2013-07-10 1:30 am AlHopper_ This is key. RT @seventhman: A3 That's tough. I think formal

processes should give some room for improvisation.. #custserv

2013-07-10 1:30 am BarryBirkett A4- Listen to them when they're not talking to you, such as on social

media. Could be talking about you or good about competition.

#custserv

2013-07-10 1:30 am elizabethtraub RT @ValaAfshar: Customer feedback is a gift. Accept graciously,


2013-07-10 1:30 am AB_BizAdvisors RT @ValaAfshar: There is no box... and if you find it, please recycle.


#custserv2013-07-10 1:30 am CustServGreeter HALFTIME!! Please enjoy your beverage of choice. #custserv

#Zappos

2013-07-10 1:30 am Fortuna33 @AlHopper_ @GregOrtbach A4. Follow up and speak with the

customer. They will be honest about the flaws in your system, listen.

#custserv

2013-07-10 1:30 am MarshaCollier RT @ValaAfshar: Customer companies think like a customer -


#custserv
http://twitter.com/marilynsuttlehttp://twitter.com/mkrigsmanhttp://twitter.com/AlHopper_http://twitter.com/eisconsultinghttp://twitter.com/ValaAfsharhttp://twitter.com/seventhmanhttp://twitter.com/zacharyjeanshttp://twitter.com/will_lamhttp://twitter.com/elizabethtraubhttp://twitter.com/catykobehttp://twitter.com/ABHurethttp://twitter.com/GregOrtbachhttp://twitter.com/Dogpaddlinghttp://twitter.com/catykobehttp://twitter.com/LaineHendrickshttp://twitter.com/LightbulbDhttp://twitter.com/AlHopper_http://twitter.com/BarryBirketthttp://twitter.com/elizabethtraubhttp://twitter.com/AB_BizAdvisorshttp://twitter.com/CustServGreeterhttp://twitter.com/Fortuna33http://twitter.com/MarshaCollierhttp://twitter.com/MarshaCollierhttp://twitter.com/Fortuna33http://twitter.com/CustServGreeterhttp://twitter.com/AB_BizAdvisorshttp://twitter.com/elizabethtraubhttp://twitter.com/BarryBirketthttp://twitter.com/AlHopper_http://twitter.com/LightbulbDhttp://twitter.com/LaineHendrickshttp://twitter.com/catykobehttp://twitter.com/Dogpaddlinghttp://twitter.com/GregOrtbachhttp://twitter.com/ABHurethttp://twitter.com/catykobehttp://twitter.com/elizabethtraubhttp://twitter.com/will_lamhttp://twitter.com/zacharyjeanshttp://twitter.com/seventhmanhttp://twitter.com/ValaAfsharhttp://twitter.com/eisconsultinghttp://twitter.com/AlHopper_http://twitter.com/mkrigsmanhttp://twitter.com/marilynsuttle


16/33

2013-07-10 1:31 am elizabethtraub RT @ValaAfshar: There is no box... and if you find it, please recycle.


#custserv

2013-07-10 1:31 am mkrigsman #custserv A3: Process and policy drive culture. Want responsive

service agents? Give them structure and let them ignore process

when needed.

2013-07-10 1:31 am marilynsuttle Mistakes are tuition toward our education and a form of accellerated

learning. #custserv

2013-07-10 1:31 am ABHuret @HollyChessman Agreed ... notice I didn't say I was a fan, just thatthey're doing that on receipts. ; ) #custserv

2013-07-10 1:31 am LovelyLu Cheers! RT @CustServGreeter: nHALFTIME!! Please enjoy your

beverage of choice. #Zappos #custserv

2013-07-10 1:31 am eisconsulting Yep! RT @ValaAfshar: Customer companies think like a customer -


#custserv

2013-07-10 1:31 am Toby_Metcalf @MarshaCollier how certain questions are answered "would you

recommend us?" #custserv

2013-07-10 1:31 am TeresaAllen Q4: 'How can we make it better?' Powerful question to let customer

lead you to service improvement #custserv

2013-07-10 1:31 am berkson0 Perhaps there's an oppty for #custserv vendors to innovate platformto further empower reps to think outside the box #platformIsTheBox?

2013-07-10 1:31 am seventhman RT @IamOkema #custserv We set the tone. |a3| Being firm yet fair,

adapting yet sticking to rules and regulations isn't hard.

2013-07-10 1:31 am HollyChessman @BarryBirkett That's a great point, especially for larger companies

#custserv

2013-07-10 1:31 am catykobe RT @mkrigsman: #custserv A3: Process and policy drive culture.

Want responsive service agents? Give them structure and let them

ignore proc\\u2026

2013-07-10 1:31 am fmisle @AlHopper_ I'm lost today. Trying to catch up. #custserv

2013-07-10 1:32 am ValaAfshar There is direct correlation between speed of resolution and customer

loyalty. #custserv2013-07-10 1:32 am Toby_Metcalf @MarshaCollier how well or poor do we score month to month

#custserv

2013-07-10 1:32 am ABHuret Cheers, Vitamin Water! RT @CustServGreeter: HALFTIME!! Please

enjoy your beverage of choice. #custserv #Zappos

2013-07-10 1:32 am AlHopper_ He beat me too it! RT @LovelyLu: Cheers! RT @CustServGreeter:

nHALFTIME!! Please enjoy your beverage of choice. #Zappos

#custserv

2013-07-10 1:32 am MarshaCollier YES! RT @mkrigsman #custserv A3: Structured process combined

with flexible policies are the key to good customer service.

2013-07-10 1:32 am mkrigsman #custserv A4: Ask the customer whether their needs are met. They

will tell you.2013-07-10 1:32 am mike_nunes RT @mkrigsman: #custserv A4: Ask the customer whether their

needs are met. They will tell you.

2013-07-10 1:32 am MarshaCollier @mkrigsman Tonight's chat is moving so fast - thank you for joining in

#custserv

2013-07-10 1:33 am AlHopper_ That can happen. ALOT RT @fmisle @AlHopper_ I'm lost today.

Trying to catch up. #custserv

2013-07-10 1:33 am LightbulbD ..@ValaAfshar I find alot of companies don't trust their employees to

do that. So the staff is not empowered, but micromanaged. #custserv
http://twitter.com/elizabethtraubhttp://twitter.com/mkrigsmanhttp://twitter.com/marilynsuttlehttp://twitter.com/ABHurethttp://twitter.com/LovelyLuhttp://twitter.com/eisconsultinghttp://twitter.com/Toby_Metcalfhttp://twitter.com/TeresaAllenhttp://twitter.com/berkson0http://twitter.com/seventhmanhttp://twitter.com/HollyChessmanhttp://twitter.com/catykobehttp://twitter.com/fmislehttp://twitter.com/ValaAfsharhttp://twitter.com/Toby_Metcalfhttp://twitter.com/ABHurethttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/mkrigsmanhttp://twitter.com/mike_nuneshttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/LightbulbDhttp://twitter.com/LightbulbDhttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/mike_nuneshttp://twitter.com/mkrigsmanhttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/ABHurethttp://twitter.com/Toby_Metcalfhttp://twitter.com/ValaAfsharhttp://twitter.com/fmislehttp://twitter.com/catykobehttp://twitter.com/HollyChessmanhttp://twitter.com/seventhmanhttp://twitter.com/berkson0http://twitter.com/TeresaAllenhttp://twitter.com/Toby_Metcalfhttp://twitter.com/eisconsultinghttp://twitter.com/LovelyLuhttp://twitter.com/ABHurethttp://twitter.com/marilynsuttlehttp://twitter.com/mkrigsmanhttp://twitter.com/elizabethtraub


17/33

2013-07-10 1:33 am MichelFalcon A4: sometimes 'repeat purchases' are a poor indicator. See:

monopoly markets #custserv

2013-07-10 1:33 am eisconsulting Wonderful combo, :) RT @mkrigsman #custserv A3: Structured

process combined with flexible policies are the key to good customer

service.

2013-07-10 1:33 am MarshaCollier Q5: What steps do you take if a customer is very unhappy (service

recovery)? #custserv

2013-07-10 1:33 am chieflemonhead THiS \\u2014> \\u201c@ValaAfshar: There is direct correlation

between speed of resolution and customer loyalty. #custserv\\u201d2013-07-10 1:33 am seventhman @IamOkema true.. we might just as well talk to Siri #custserv

2013-07-10 1:33 am GregOrtbach RT @MarshaCollier: Q5: What steps do you take if a customer is very

unhappy (service recovery)? #custserv .

2013-07-10 1:33 am ABHuret @Toby_Metcalf @MarshaCollier Even bigger issue: how questions

are framed! Many even make you choose an option that doesn't fit

#custserv

2013-07-10 1:33 am AlHopper_ RT @MarshaCollier: Q5: What steps do you take if a customer is very

unhappy (service recovery)? #custserv

2013-07-10 1:33 am HollyChessman @IamOkema @AlHopper_ @seventhman I think scripts are OK as a

guideline, as long as you go beyond them eventually #custserv

2013-07-10 1:33 am Toby_Metcalf RT @mkrigsman #custserv A3: Structured process combined withflexible policies are the key to good customer service.

2013-07-10 1:33 am EducationNews1 Good communication is key to good customer service. #custserv

2013-07-10 1:33 am spark911uk @berkson0 that's a nice thought! Do vendors provide too many

permissions for security that it limits agent innovation? #custserv

2013-07-10 1:33 am ValaAfshar Strong service organizations use predictive analytics to meet

customer's needs before they are asked to do so. #custserv

2013-07-10 1:33 am mike_nunes RT @MarshaCollier: Q5: What steps do you take if a customer is very


2013-07-10 1:33 am BarryBirkett Seems a low threshold, though. RT @mkrigsman: #custserv A4: Ask

the customer whether their needs are met. They will tell you.

2013-07-10 1:33 am HollyChessman @CustServGreeter Or ice cream, as the case may be :) #custserv2013-07-10 1:34 am AlHopper_ @HollyChessman @IamOkema @seventhman I always used scripts

as outlines. Much to severl mgr's chegrin #custserv (1 reason i'm in

social now)

2013-07-10 1:34 am catykobe RT @MarshaCollier: Q5: What steps do you take if a customer is very


2013-07-10 1:34 am mkrigsman #custserv A4: Don't make guesses and assumptions about your cust

service policies. See if the the custs hate you (or not) and you'll know

2013-07-10 1:34 am MarshaCollier A business owner\\u2019s best lessons can be learned through

negative customer feedback. Get beyond the initial sting #custserv

2013-07-10 1:34 am JustinFlitter @KnowledgeBishop Wow thanks @ValaAfshar #custserv has never

been more important I'm hugely passionate. The #custserv chats arebrilliant too

2013-07-10 1:34 am ValaAfshar "dear customer, it's our problem until it's no longer yours." - own the

path to resolution. #custserv

2013-07-10 1:34 am CustServGreeter RT @MarshaCollier: Q5: What steps do you take if a customer is very


2013-07-10 1:34 am MarshaCollier @HollyChessman I like ice cream. Goes well with #custserv

2013-07-10 1:34 am EducationNews1 @LaineHendricks Thanks for the RT! #custserv

2013-07-10 1:34 am LovelyLu A5 We take every step necessary to turn that unhappy customer
http://twitter.com/MichelFalconhttp://twitter.com/eisconsultinghttp://twitter.com/MarshaCollierhttp://twitter.com/chieflemonheadhttp://twitter.com/seventhmanhttp://twitter.com/GregOrtbachhttp://twitter.com/ABHurethttp://twitter.com/AlHopper_http://twitter.com/HollyChessmanhttp://twitter.com/Toby_Metcalfhttp://twitter.com/EducationNews1http://twitter.com/spark911ukhttp://twitter.com/ValaAfsharhttp://twitter.com/mike_nuneshttp://twitter.com/BarryBirketthttp://twitter.com/HollyChessmanhttp://twitter.com/AlHopper_http://twitter.com/catykobehttp://twitter.com/mkrigsmanhttp://twitter.com/MarshaCollierhttp://twitter.com/JustinFlitterhttp://twitter.com/ValaAfsharhttp://twitter.com/CustServGreeterhttp://twitter.com/MarshaCollierhttp://twitter.com/EducationNews1http://twitter.com/LovelyLuhttp://twitter.com/LovelyLuhttp://twitter.com/EducationNews1http://twitter.com/MarshaCollierhttp://twitter.com/CustServGreeterhttp://twitter.com/ValaAfsharhttp://twitter.com/JustinFlitterhttp://twitter.com/MarshaCollierhttp://twitter.com/mkrigsmanhttp://twitter.com/catykobehttp://twitter.com/AlHopper_http://twitter.com/HollyChessmanhttp://twitter.com/BarryBirketthttp://twitter.com/mike_nuneshttp://twitter.com/ValaAfsharhttp://twitter.com/spark911ukhttp://twitter.com/EducationNews1http://twitter.com/Toby_Metcalfhttp://twitter.com/HollyChessmanhttp://twitter.com/AlHopper_http://twitter.com/ABHurethttp://twitter.com/GregOrtbachhttp://twitter.com/seventhmanhttp://twitter.com/chieflemonheadhttp://twitter.com/MarshaCollierhttp://twitter.com/eisconsultinghttp://twitter.com/MichelFalcon


18/33

around. #custserv

2013-07-10 1:34 am HollyChessman RT @MarshaCollier: @HollyChessman I like ice cream. Goes well

with #custserv

2013-07-10 1:34 am marilynsuttle Have service recovery tool kits availalbe to draw on #custserv

2013-07-10 1:34 am catykobe Apologize. Authentically. Provide con

how do you know your customer is happy?

Documents