Customer Service

Social Media Monitoring

by Cara Lynn Garvock on June 5, 2013

So you’ve set up your social media accounts, you’ve got them optimized, you’re starting to develop relationships with people online, you’re checking your metrics and making adjustments where necessary. Have you set up your monitoring tools? Social media monitoring is an automated search process that scours the internet for mentions of words, phrases or symbols [...]

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Handling Negative Feedback

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by Cara Lynn Garvock on May 3, 2012

It’s inevitable that at some point we will meet up with unhappy customers online. Sometimes they post to our Facebook Page or tweet about us, or leave a bad review on TripAdvisor or Yelp. Instead of living in fear of these, stay open and welcome them, as they are excellent opportunities for you to demonstrate [...]

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How Well Do You Know Your Clients?

by Cara Lynn Garvock on April 14, 2011

I can’t over-emphasize how important knowing your clients is to the success of your business. All of your outward facing systems and processes will be designed with these people in mind, so drill down and be specific. From your logo and slogan to your graphics and your copywriting, your clients have to see themselves in [...]

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How One Big Box Store Doesn’t Get It

by Cara Lynn Garvock on April 7, 2011

I’m buying a $30 screen protector for my smartphone. Apparently no mere mortal can apply the thin film to the screen without trapping bubbles, so I was advised to head over to customer support. It turns out this support will cost me $10, yes, 30% of the product price. This is a simple uncomplicated service [...]

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