Using social media for customer service. Facebook and Google+ open the doors.

By Bob Williams, Leave a comment | Posted January 2nd, 2012 in Customer Focus

Facebook rolled-out a feature for Asia based admins of business pages to allow them to send private messages with fans writes Jon Russell of cmo.com.  The communication must be initiated by the customer. So it’s an opening for a customer service touch-point first rather than private marketing blasts.

With this move, Facebook is giving companies another [...]

Top drivers of small business satisfaction

By Bob Williams, Leave a comment | Posted July 26th, 2011 in Customer Focus, Ideas

A couple of business colleagues recently attended the Enterprise Council on Small Business Annual Summit. They shared their conference notes and summary with me and others when they returned. Information and knowledge share of meeting events is a great way to create conversation within your team and possibly create positive change in your organization.

One [...]

Where do you find world class customer focus?

By Bob Williams, One comment | Posted April 13th, 2009 in Customer Focus

Last Sunday I took my son to see an Atlanta Braves baseball game at Turner Field in Atlanta. The customer focus, attitude and reception of the staff was excellent. This was not the first time I have received this exemplary service at the ball park. That tells me that this level of service is both [...]