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“Why is that aircraft in San Salvador?” A customer posted the message along with a photo of the plane’s tail number on JetBlue’s Facebook page. It might seem like a trivial question, but the social care agent who responded knew it was important to the customer. There are aviation enthusiasts whose hobby is vicariously traveling around the globe by tracking an airline’s fleet of…

At one time or another, everyone buys something on the internet. For some it’s a 2:30 am purchase of a waterproof radio that sticks to the shower wall, and for others it’s a simple pair of pants. The point is, everyone does it, and everyone remembers their first time. If you’re like me, you approached your first…

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun. There’s a rich and vibrant discourse on social media about customer experience and customer service, and so many thought leaders who are constantly pioneering the ways we think about the interactions between…

We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. From a single store just 25 years ago, DSW has become a footwear and accessories powerhouse with 500 stores and a wildly successful digital business. Today, DSW leads the industry it has so…

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources. Luckily, call center analytics software can help alleviate much of these compliance headaches. Many organizations still rely on compliance managers to…

Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice. Technology all but makes time and place irrelevant by providing anytime, anywhere access to almost anything. If any organization is perceived as being too hard to work with, then…

Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service. Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with. In short, social customer service is the new marketing. But…