Blog

Your Klout score is irrelevant

It amazes me how many social media and customer service pundits gush about the need to master web-based social customer service along the periphery, even as basic frontline customer service quality languishes. Best Buy, XFINITY (formerly Comcast), and AT&T are great examples of companies who aspire to garner reputations as

May 4, 2012

XFINITY customer service: Posture versus performance

When it comes to serving customers, most companies are more concerned with posture than performance. Posture is based on what companies say they do—a stated claim or promise. Performance is based on what companies actually do—fulfillment or disregard of that claim or promise. Would you rather do business with a

March 18, 2012