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custserv

2012-05-23 to 2012-05-23 67 contributors

516 Twitter search results 178 retweets 170 @replies 0 links

Time User Tweet

2012-05-23 1:00 am Michael_Lytle Good Evening @JeffreyJKingman & @CustServGreeter &#custserv

worldn #custserv

2012-05-23 1:00 am CustServGreeter Starts Now: "What are good ways to act on customer feedback?" #

custserv

2012-05-23 1:00 am billquiseng It's not enough to be close to the customer. You've got to be glued to

the customer. @tom_peters #custserv

2012-05-23 1:00 am JGoodTO Evening. Is there a site or Twitter handle I can connect to in order to

find out about these chats/topics b4 the chat starts? #custserv

2012-05-23 1:00 am CustServGreeter @Michael_Lytle Good evening! Thanks for coming. #custserv

2012-05-23 1:01 am JeffreyJKingman @twieberneit @GregOrtbach @Michael_Lytle @billquiseng

@JGoodTO Evening! #custserv

2012-05-23 1:01 am GregOrtbach Great 2CU Roy + @MarshaCollier & @JeffreyJKingman RT @

CustServGreeter: Includes you Greg! RT @GregOrtbach: Good eve

rockstars of #custserv

2012-05-23 1:01 am JeffreyJKingman @JGoodTO We usually publish the topic 1-3 days in advance on this

hashtag :) #custserv

2012-05-23 1:02 am lttlewys MT @custservgreeter: "What are good ways to act on customer

feedback?" #custserv ~Acknowledge the customer! Thank them for

their time

2012-05-23 1:02 am custservlab Hello Everybody at #custserv! It’s early morning hours over here in

Israel :) #custserv

2012-05-23 1:02 am CustServGreeter @JGoodTO Our LinekdIn Group at http://t.co/WSLZgQCn or just

check out the hashtag custserv

2012-05-23 1:02 am CustServGreeter @custservlab Good morning to you! #custserv

2012-05-23 1:02 am JeffreyJKingman @custservlab Hello Israel! #custserv

2012-05-23 1:02 am chrisjschmidt So far, so good. Awesome #linkedinchat and #pr20chat. Now for

#getrealchat and #custserv

2012-05-23 1:03 am Michael_Lytle @custservlab Top of the Morning!n #custserv

2012-05-23 1:03 am JGoodTO @JeffreyJKingman Ok thanks and thanks for the welcome! #custserv

2012-05-23 1:03 am GregOrtbach And how are things in Israel today? RT @custservlab: Hello

Everybody at #custserv! It’s early morning hours over here in Israel :)

#custserv

2012-05-23 1:03 am CustServGreeter @chrisjschmidt Hi Chris! #custserv

2012-05-23 1:03 am MarshaCollier @GregOrtbach Having a little computer trouble #custserv waiting for

tweetdeck

2012-05-23 1:03 am LovelyLu Evening all! Hey Handsome! @CustServGreeter #custserv

2012-05-23 1:03 am CustServGreeter @MarshaCollier Good evening Marsha! #custserv

2012-05-23 1:03 am JeffreyJKingman Not certain @Tweetchat is loading all tweets tonight...... :/ #custserv

2012-05-23 1:03 am CustServGreeter @LovelyLu Ah Sweet Lu! #custserv

2012-05-23 1:04 am chrisjschmidt @CustServGreeter Getting this out of the way early. @zappos #

custserv

2012-05-23 1:04 am JeffreyJKingman @MarshaCollier Evening miss! #custserv

2012-05-23 1:04 am lttlewys @lovelylu Hiya again!! #custserv

2012-05-23 1:04 am ImMarkBernhardt #Hello #intro | I'm Mark Bernhardt, Partner & Experience Architect for

@GSMarketingGrp in Kenosha, WI. | #custserv

2012-05-23 1:04 am CustServGreeter Looks a little slow. RT @JeffreyJKingman: Not certain @Tweetchat is

loading all tweets tonight...... :/ #custserv

2012-05-23 1:04 am GregOrtbach OK-Let me know if I can help or skype. RT @MarshaCollier:

@GregOrtbach Having a little computer trouble waiting for tweetdeck

#custserv

2012-05-23 1:04 am CustServGreeter @ImMarkBernhardt Hi Mark and welcome back! #custserv

2012-05-23 1:04 am JeffreyJKingman Please pardon excessive tweets next 60 minutes due to Year 3 Week

21 of #custserv

2012-05-23 1:04 am ImMarkBernhardt @CustServGreeter Hello, Roy! #custserv

2012-05-23 1:05 am tjmartin Evening everyone! #custserv

2012-05-23 1:05 am GregOrtbach Hello Mark! RT @ImMarkBernhardt: #Hello #intro | Im Mark

Bernhardt, Partner & Experience Architect for @GSMarketingGrp in

WI. #custserv

2012-05-23 1:05 am MarshaCollier @GregOrtbach The #custserv column isn't opening grrrrrr

2012-05-23 1:05 am LinkedInExpert RT @chrisjschmidt: So far, so good. Awesome #linkedinchat and

#pr20chat. Now for #getrealchat and #custserv #linkedinchat

2012-05-23 1:05 am CustServGreeter <gulp> Ah! :) RT @chrisjschmidt: @CustServGreeter Getting this out

of the way early. @zappos #custserv

2012-05-23 1:05 am LovelyLu @lttlewys Hiya again Brandie! #custserv

2012-05-23 1:05 am custservlab @GregOrtbach It's getting warm outside :) Summer is coming. #

custserv

2012-05-23 1:05 am GregOrtbach Hello TJ ->Nice to see you. RT @tjmartin: Evening everyone! #

custserv

2012-05-23 1:05 am ImMarkBernhardt @GregOrtbach Hi, Greg! Good to see you. #custserv

2012-05-23 1:05 am seventhman Great to be here. How's everyone doin' tonight? #custserv

2012-05-23 1:05 am CustServGreeter @tjmartin Good evening Tom! #custserv

2012-05-23 1:05 am JeffreyJKingman We're about to start with Qs.. Have a bunch of good ones, but Q1 is a

softball #custserv

2012-05-23 1:06 am Michael_Lytle @MarshaCollier TweetChat is working :-) #custserv

2012-05-23 1:06 am MarshaCollier Tonight's topic: "What are good ways to act on customer feedback?" #

custserv

2012-05-23 1:06 am PamMktgNut RT @LinkedInExpert: RT @chrisjschmidt: So far, so good. Awesome

#linkedinchat #pr20chat. Now for #getrealchat #custserv <-Woot!

#getrealchat

2012-05-23 1:06 am CustServGreeter Doing well thanks! RT @seventhman: Great to be here. How's

everyone doin' tonight? #custserv

2012-05-23 1:06 am GregOrtbach Great. Looks like a high of 86 for today! RT @custservlab:

@GregOrtbach Its getting warm outside :) Summer is coming. #

custserv

2012-05-23 1:06 am MarshaCollier Softball at the ready #custserv

2012-05-23 1:06 am CustServGreeter @PamMktgNut Hi, Pam! Nice to see you. #custserv

2012-05-23 1:06 am chrisjschmidt May get a little distracted for #getrealchat and #custserv. Dog and

#stlcardinals game on.

2012-05-23 1:07 am lttlewys @marshacollier Hiya Marsha!! #custserv

2012-05-23 1:07 am JdeAgustin Good topic RT @marshacollier: Tonight's topic: "What are good ways

to act on customer feedback?" #custserv

2012-05-23 1:07 am GregOrtbach Nice to see you Shaleen! RT @seventhman: Great to be here. Hows

everyone doin tonight? #custserv

2012-05-23 1:07 am tjmartin Nice to see you as well! RT @GregOrtbach Hello TJ ->Nice to see

you. RT @tjmartin: Evening everyone! #custserv

2012-05-23 1:07 am lttlewys @gregortbach @custservlab In the 80's here in NorCal!! Evening!! #

custserv

2012-05-23 1:07 am CustServGreeter @JdeAgustin Good evening Jesse! Thanks for coming. #custserv

2012-05-23 1:07 am JeffreyJKingman Join the other 865+ #CustServ Exchange members of this chat on

LinkedIn http://t.co/4IuuC4sr

2012-05-23 1:07 am ABHuret Greetings, #custserv posse!

2012-05-23 1:07 am CustServGreeter RT @JeffreyJKingman: Join the other 865+ #CustServ Exchange

members of this chat on LinkedIn http://t.co/4IuuC4sr

2012-05-23 1:07 am tjmartin @CustServGreeter good evening to you! #custserv

2012-05-23 1:08 am lttlewys @marshacollier @JeffreyJKingman I'm a SouthPaw... #BringIt #

custserv

2012-05-23 1:08 am CustServGreeter Big howdy! RT @ABHuret: Greetings, #custserv posse!

2012-05-23 1:08 am PamMktgNut RT @chrisjschmidt: May get a little distracted for #getrealchat and #

custserv. Dog and #stlcardinals game on. <-Priorities! ;) #getrealchat

2012-05-23 1:08 am ABHuret @lttlewys fancy seeing you here! ; ) #custserv

2012-05-23 1:08 am MarshaCollier Tonight'ss chat will be archived with the past months, years at

http://t.co/Z18pZ0tX

2012-05-23 1:08 am GregOrtbach Long time no talk. How are you? RT @ABHuret: Greetings, #

custserv posse! #custserv

2012-05-23 1:08 am ImMarkBernhardt [adjusting gloves] OK, here we go! RT @MarshaCollier: Softball at the

ready #custserv

2012-05-23 1:09 am MarshaCollier Q1: Feedback is valuable only if companies act on it. True or False?

#custserv

2012-05-23 1:09 am seventhman @CustServGreeter awesome! can't wait to start ;) #custserv

2012-05-23 1:09 am JeffreyJKingman RT @MarshaCollier: Q1: Feedback is valuable only if companies act

on it. True or False? #custserv

2012-05-23 1:09 am twieberneit True, asking for it is useless else RT @MarshaCollier: Q1: Feedback

is valuable only if companies act on it. True or False? #custserv

2012-05-23 1:09 am GregOrtbach @ImMarkBernhardt @MarshaCollier ->visions of that "big chew"

shredded gum :) #custserv

2012-05-23 1:09 am callcenterdr #custserv Rio Bank Enhances Customer Service and Teller

Efficiency with Self-Service ... http://t.co/gkOGTzss

2012-05-23 1:09 am callcenterdr #custserv NYC Airports Add New, Holographic Customer Service

Agents http://t.co/B8TmnNMm

2012-05-23 1:09 am callcenterdr #custserv Assurant Specialty Property, Leader in Insurance

Services, Hiring in Duluth http://t.co/tGHvqppu

2012-05-23 1:10 am Chisholm7 @SarahHedayati: Delighting Customers vs. Meeting Their

Expectations http://t.co/piCNjQQ6 #custserv via

@ayadmirjan&@impactlearning

2012-05-23 1:10 am CustServGreeter RT @MarshaCollier: Q1: Feedback is valuable only if companies act

on it. True or False? #custserv

2012-05-23 1:10 am ABHuret @GregOrtbach Very well, thanks. All set for witty repartee #custserv

2012-05-23 1:10 am kelitos_way @MarshaCollier in today's passive aggressive communication, the

phone call is the best #custserv

2012-05-23 1:10 am chrisjschmidt @MarshaCollier False. Knowledge is Power. #custserv

2012-05-23 1:10 am GregOrtbach A1: False. It makes gr8 case studies for the companies that DO act

on it. #custserv

2012-05-23 1:10 am CustServGreeter Just joined us? Topic reminder: "What are good ways to act on

customer feedback?" #custserv

2012-05-23 1:10 am CustServGreeter @twieberneit And yet many organizations do nothing with the

feedback. :( #custserv

2012-05-23 1:10 am kelitos_way @MarshaCollier true #custserv

2012-05-23 1:10 am MarshaCollier @GregOrtbach Sunflower seeds (although when I worked for the

Dodgers, they showed me how to mix the tobacco with gum *yuck*) #

custserv

2012-05-23 1:11 am chrisjschmidt @MarshaCollier That sounds like a pretty cool job. #custserv

2012-05-23 1:11 am danabroich @MarshaCollier sometimes you simple cannot do what the customer

wants. It's important to help them know what you can do! #custserv

2012-05-23 1:11 am SpeedBrkr @MarshaCollier A1: A rhetorical question but always true! #custserv

2012-05-23 1:11 am CustServGreeter @kelitos_way Thanks for coming to the chat! #custserv

2012-05-23 1:11 am MarshaCollier A1: Hearing isn't doing. Nothing occurs, no customer is satisfied until

you act #custserv

2012-05-23 1:11 am TCoughlin false. Some feedback shouldn't be acted on. RT @MarshaCollier:

Feedback is valuable only if companies act on it. True or False? #

custserv

2012-05-23 1:11 am JeffreyJKingman Wondering how many SMBs realize the kind of feedback data that is

available? #custserv

2012-05-23 1:11 am GregOrtbach @MarshaCollier I knew the reference would not be lost on you

Marsha. Dodgers eh? #cool #custserv

2012-05-23 1:11 am CustServGreeter @danabroich Good evening and welcome! #custserv

2012-05-23 1:11 am OliviaHaverson RT @MarshaCollier: A1: Hearing isn't doing. Nothing occurs, no

customer is satisfied until you act #custserv

2012-05-23 1:11 am lttlewys @abhuret Hiya!! #custserv

2012-05-23 1:12 am chrisjschmidt I chose False, because feedback can be positive too. Not always

negative. #custserv

2012-05-23 1:12 am twieberneit unluckily - they waste resources RT @CustServGreeter:

@twieberneit And yet many organizations do nothing with the

feedback. :( #custserv

2012-05-23 1:12 am ImMarkBernhardt Q1: Feedback is valuable only if companies act on it. True or False?

#custserv | A: True. Unused feedback is like stale, moldy bread.

2012-05-23 1:12 am CustServGreeter @SpeedBrkr Not rhetorical. Many orgs don't do anything with

feedback. #custserv

2012-05-23 1:12 am TheMrsHelms True! RT @MarshaCollier: Q1: Feedback is valuable only if

companies act on it. True or False? #custserv

2012-05-23 1:12 am ABHuret A1 Feedback happens whether u ask for it or not. People blog,

review, post, tweet 24/7. Social listening is as imprt as action. #

custserv

2012-05-23 1:12 am twieberneit then strengthen the strengths RT @chrisjschmidt: I chose False,

because feedback can be positive too. Not always negative. #

custserv

2012-05-23 1:12 am danabroich @MarshaCollier all feedback is valuable! #custserv

2012-05-23 1:12 am Michael_Lytle A1 True. Customer feedback is meaningless without responsiveness

and action. #custserv

2012-05-23 1:12 am CustServGreeter @chrisjschmidt And positve feedback requires no action? #custserv

2012-05-23 1:13 am seventhman A1: False. Feedback can be great for market research, case studies..

doesn't mean you have to act on all of them. #custserv

2012-05-23 1:13 am MarshaCollier FYI? I really dislike that promoted tweet that keeps showing up

non-stop like a bad penny at the top of the column #custserv

2012-05-23 1:13 am chrisjschmidt Positive does, but most jump to a negative mindset when feedback

and #custserv are mentioned together.

2012-05-23 1:13 am bonniebell RT @MarshaCollier: FYI? I really dislike that promoted tweet that

keeps showing up non-stop like a bad penny at the top of the column

#custserv

2012-05-23 1:13 am lttlewys RT @michael_lytle: A1 True. Customer feedback is meaningless

without responsiveness and action. #custserv

2012-05-23 1:13 am sanchezjb Joining #custserv; albeit late. Evening everyone!

2012-05-23 1:13 am ABHuret A1 To clarify, companies may pick up feedback thru social listening

and make changes, adapt. Not always one-to-one. #custserv

2012-05-23 1:13 am CustServGreeter @chrisjschmidt Hence a couple of questions later… :) #custserv

2012-05-23 1:13 am LovelyLu A1 True, your customers may as well be silent if they are offering

feedback and you aren't acting on it - same engagement - ZERO #

custserv

2012-05-23 1:13 am samrat747 RT @MarshaCollier: FYI? I really dislike that promoted tweet that

keeps showing up non-stop like a bad penny at the top of the column

#custserv

2012-05-23 1:14 am CustServGreeter @sanchezjb Good evening good sir! #custserv

2012-05-23 1:14 am twieberneit +1 @ABHuret: A1 To clarify, companies may pick up feedback thru

social listening and make changes, adapt. Not always one-to-one. #

custserv

2012-05-23 1:14 am JeffreyJKingman Q2: How do you respond to a customer about negative feedback

(complaint)? #custserv

2012-05-23 1:14 am CustServGreeter RT @JeffreyJKingman: Q2: How do you respond to a customer about

negative feedback (complaint)? #custserv

2012-05-23 1:14 am TCoughlin not all feedback is valuable, some is just whining. Trick is respecting

yourself enough to understand difference. #custserv

2012-05-23 1:14 am chrisjschmidt RT @TCoughlin: not all feedback is valuable, some is just whining.

Trick is respecting yourself enough to understand difference. #

custserv

2012-05-23 1:14 am CustServGreeter @TCoughlin Good evening and welcome. #custserv

2012-05-23 1:14 am MarshaCollier RT @JeffreyJKingman: Q2: How do you respond to a customer about

negative feedback (complaint)? #custserv

2012-05-23 1:15 am TheMrsHelms RT @MarshaCollier: FYI? I really dislike that promoted tweet that

keeps showing up non-stop like a bad penny at the top of the column

#custserv

2012-05-23 1:15 am JdeAgustin A1: True - but brands should look at feedback with a critical eye to get

even deeper insights #custserv

2012-05-23 1:15 am JeffreyJKingman @MarshaCollier I never see promoted tweets unless I actually "use"

Twitter. #hootsuite #custserv

2012-05-23 1:15 am CustServGreeter RT @JdeAgustin: A1: True - but brands should look at feedback with

a critical eye to get even deeper insights #custserv

2012-05-23 1:15 am seventhman @JeffreyJKingman A2: Apologize and Resolve the Issue ;) #custserv

2012-05-23 1:15 am ImMarkBernhardt A1: Exception: Feedback may be valuable to other customers (or

prospects) who "hear" it, influencing their decision (not to) buy. #

custserv

2012-05-23 1:16 am ImMarkBernhardt RT @seventhman: @JeffreyJKingman A2: Apologize and Resolve

the Issue ;) #custserv

2012-05-23 1:16 am CustServGreeter And act to see no repeats? RT @seventhman: @JeffreyJKingman

A2: Apologize and Resolve the Issue ;) #custserv

2012-05-23 1:16 am evanhamilton Got some bad customer service from a bartender, but I'm finally here

in #custserv chat. Hi guys!

2012-05-23 1:16 am MarshaCollier A2: Online? Walk away from the computer, get a cup of coffee... and

breathe. Then, think through a resonse #custserv

2012-05-23 1:16 am lttlewys A2: With a huge apology and empathy to their situation, most

customers just want to be listened to! #custserv

2012-05-23 1:16 am ABHuret RT @seventhman: A1: False. Feedback can be great for market

research, case studies.. doesn't mean you have to act on all of them.

#custserv

2012-05-23 1:16 am Hyken Good evening everyone. Jumping in for a few minutes. #custserv

2012-05-23 1:16 am eric_andersen @MarshaCollier tree falls in the forest question? #custserv

2012-05-23 1:16 am JdeAgustin A2: Get to the underlying "pain point" - typically what they say the

complaint is about is only surface deep. #custserv

2012-05-23 1:16 am CustServGreeter @evanhamilton Evening Evan! #custserv

2012-05-23 1:16 am MarshaCollier @eric_andersen hee hee #custserv

2012-05-23 1:16 am chrisjschmidt RT @JdeAgustin: A2: Get to the underlying "pain point" - typically

what they say the complaint is about is only surface deep. #custserv

2012-05-23 1:16 am seventhman @CustServGreeter reminds me of this trend about big data &

business intelligence #custserv

2012-05-23 1:17 am ABHuret RT @lttlewys: A2: With a huge apology and empathy to their

situation, most customers just want to be listened to! #custserv

2012-05-23 1:17 am LovelyLu A2 Acknowledge the customer publicly, take it private, bring resolution

public so everyone else sees the follow thru. #custserv

2012-05-23 1:17 am BradBennett How to improve the patient experience - Sustainably

http://t.co/AoDyyvI4 #custserv

2012-05-23 1:17 am CustServGreeter @eric_andersen Hi, Eric! (Yes tree/forest/who's listening #custserv

2012-05-23 1:17 am Hyken A2. When there's a problem, 3 to do's: Fix it, with the right attitude

and sense of urgency. #custserv

2012-05-23 1:17 am GregOrtbach RT @LovelyLu: A2 Acknowledge the customer publicly, take it

private, bring resolution public so everyone else sees the followthru. #

custserv

2012-05-23 1:17 am JeffreyJKingman A2: I want a CSR to quickly grasp my complaint and resolve it fast. #

custserv

2012-05-23 1:17 am MarshaCollier @JdeAgustin Exactly. Learning from complaints should be job 2 (after

making the customer feel better) #custserv

2012-05-23 1:17 am OliviaHaverson @ABHuret It has to be both. Consumers crave the one-to-one. #

custserv

2012-05-23 1:17 am CustServGreeter RT @Hyken: A2. When there's a problem, 3 to do's: Fix it, with the

right attitude and sense of urgency. #custserv

2012-05-23 1:18 am TCoughlin @JeffreyJKingman A2) if valid, acknowledge and fix if possible. If

clearly not valid, acknowledge and move on. #custserv

2012-05-23 1:18 am SpeedBrkr @CustServGreeter I say rhetorical because when would the answer

ever be false? If there is, I can't think of it at the moment lol. #

custserv

2012-05-23 1:18 am ImMarkBernhardt RE: A2: @LovelyLu If the feedback was public, then yes,

acknowledge publicly, before resolving publicly or privately. #

custserv

2012-05-23 1:18 am Hyken A2: The goal isn't to just fix the problem. It is to also restore the

customer's confidence. #custserv

2012-05-23 1:18 am sanchezjb RT @sanchezjb A1 Some feedback may not be valuable.Not all

feedback needs to be acted on, eg, feedback that confirms actions. #

custserv

2012-05-23 1:18 am ABHuret A2: Public acknowledgement is KEY -- but after that, may be more

appropriate to resolve offline, espec if legal issues involved #custserv

2012-05-23 1:18 am OliviaHaverson RT @LovelyLu: A2 Acknowledge the customer publicly, take it

private, bring resolution public so everyone else sees the follow thru.

#custserv

2012-05-23 1:18 am Michael_Lytle A2 Thank them for their honest feedback, collect the data and follow

up with them on any corrective actions or improvements.n #custserv

2012-05-23 1:18 am OliviaHaverson RT @JdeAgustin: A2: Get to the underlying "pain point" - typically

what they say the complaint is about is only surface deep. #custserv

2012-05-23 1:18 am JeffreyJKingman @seventhman With big data/biz intel, you can see social sentiment

outliers that indicate org problems. #custserv

2012-05-23 1:18 am mike_nunes RT @Hyken: A2: The goal isn't to just fix the problem. It is to also

restore the customer's confidence. #custserv

2012-05-23 1:18 am CustServGreeter @SpeedBrkr Good orgs sure don't want ot to be false. Some orgs

think they don't, but take not actions. :) #custserv

2012-05-23 1:19 am JdeAgustin RT @marshacollier: @JdeAgustin Exactly. Learning from complaints

should be job 2 (after making the customer feel better) #custserv

2012-05-23 1:19 am CustServGreeter RT @mike_nunes: RT @Hyken: A2: The goal isn't to just fix the

problem. It is to also restore the customer's confidence. #custserv

2012-05-23 1:19 am billquiseng +1! RT @Hyken: A2: The goal isnt to just fix the problem. It is to also

restore the customers confidence. #custserv

2012-05-23 1:19 am chrisgonyea RT @Hyken: A2. When there's a problem, 3 to do's: Fix it, with the

right attitude and sense of urgency. #custserv

2012-05-23 1:19 am seventhman @MarshaCollier Timing is everything >> A2: Online? Walk away from

the computer... #custserv

2012-05-23 1:19 am sanchezjb Okay, now I'm RTing myself. May be time for bed....#custserv

2012-05-23 1:19 am OliviaHaverson @lttlewys It's human nature. Everyone always wants to be listened

to. #custserv

2012-05-23 1:20 am MarshaCollier @seventhman Timing and patience #custserv

2012-05-23 1:20 am ImMarkBernhardt @SpeedBrkr If the feedback given publicly, another customer may

see value in it, choose (not to) buy. Company may act or ignore. #

custserv

2012-05-23 1:20 am Hyken RT @Michael_Lytle Thank them for their honest feedback, collect

data & follow up with them on corrective actions/improvements. #

custserv

2012-05-23 1:20 am CustServGreeter @sanchezjb Ha! Well that's a "leading indicator. :) #custserv

2012-05-23 1:20 am Michael_Lytle A2 First and foremost, quickly acknowledge you have received their

feedback and thank them. #custserv

2012-05-23 1:20 am GregOrtbach Let's not forget that every cust might have unique idea of what makes

them feel "better" @JdeAgustin: @marshacollier #CustServ

2012-05-23 1:20 am CustServGreeter @OliviaHaverson Thanks for coming to the chat! #custserv

2012-05-23 1:20 am seventhman @JeffreyJKingman I guess the challenge is how to interpret data

when you have lots of it.. #custserv

2012-05-23 1:21 am JackWagner54 RT @ABHuret: A1 Feedback happens whether u ask for it or not.

People blog, review, post, tweet 24/7. Social listening is as imprt as

action. #custserv

2012-05-23 1:21 am sanchezjb @chrisgonyea @Hyken Maybe 4 "To Do's" there? #4 Fix it correctly.

#custserv

2012-05-23 1:21 am Hyken AMEN! RT @Michael_Lytle: A2 First and foremost, quickly

acknowledge you have received their feedback and thank them. #

custserv

2012-05-23 1:21 am chrisjschmidt Giving a follow-up response goes a long way. Let customers know

beyond just saying the words. #custserv

2012-05-23 1:21 am MarshaCollier RT @GregOrtbach: Let's not forget that every cust might have unique

idea of what makes them feel "better" @JdeAgustin: @marshacollier

#CustServ

2012-05-23 1:21 am seventhman Agree! @MarshaCollier: Timing and patience #custserv

2012-05-23 1:21 am GregOrtbach I think you're good until you #FF yourself... :) RT @sanchezjb: Okay,

now Im RTing myself. May be time for bed....#custserv #CustServ

2012-05-23 1:21 am Michael_Lytle Good Evening @Hyken #custserv

2012-05-23 1:21 am ABHuret @OliviaHaverson Agreed. To my point, 1st step public. But some

circumstances need to be taken offline after the initial acknowl. #

custserv

2012-05-23 1:21 am CustServGreeter @seventhman Always the key - data is just data. Converting into

information and intelligence is the key. #custserv

2012-05-23 1:21 am Hyken @seventhman Not all data is good data. #custserv

2012-05-23 1:21 am MarshaCollier Q3: How do you respond to a customer about positive feedback

(praise)? #custserv

2012-05-23 1:21 am JeffreyJKingman @seventhman That takes biz savvy, deep industry knowledge and

analytic skill. #custserv

2012-05-23 1:21 am CustServGreeter RT @MarshaCollier: Q3: How do you respond to a customer about

positive feedback (praise)? #custserv

2012-05-23 1:22 am lttlewys RT @gregortbach: Let's not forget every cust might have unique idea

of what makes them feel "better" @JdeAgustin: @MarshaCollier #

CustServ

2012-05-23 1:22 am JeffreyJKingman RT @MarshaCollier: Q3: How do you respond to a customer about

positive feedback (praise)? #custserv

2012-05-23 1:22 am ImMarkBernhardt Q3: How do you respond to a customer about positive feedback

(praise)? #custserv | A: Express gratitude.

2012-05-23 1:22 am twieberneit a thank you? RT @JeffreyJKingman: RT @MarshaCollier: Q3: How

do you respond to a customer about positive feedback (praise)? #

custserv

2012-05-23 1:22 am sanchezjb @seventhman @JeffreyJKingman First primary challenge is to know

the questions that are driving the interpretation of data. #custserv

2012-05-23 1:22 am Celeb_Leak RT @MarshaCollier: Q3: How do you respond to a customer about

positive feedback ? #custserv http://t.co/LNddrjgQ

2012-05-23 1:22 am CustServGreeter A3: Thanks. Sahring praise with teams. Engaging customer to find out

more abt what they liked/didn't. #custserv

2012-05-23 1:22 am OliviaHaverson RT @RoyAtkinson: Tonight on the #custserv chat: "What are good

ways to act on customer feedback?" 9 PM ET w/ @MarshaCollier

@JeffreyJKingman

2012-05-23 1:22 am GregOrtbach A3: Sing it from the rooftops -No, thank them sincerely. Q3: How do

you respond to a customer about positive feedback (praise)? #

CustServ

2012-05-23 1:23 am lizyee The Customer Service Culture. by @nbri http://t.co/WoO1EkZe #

custserv

2012-05-23 1:23 am LovelyLu A3 Acknowledge positive feedback always with a thank you! #

custserv

2012-05-23 1:23 am MarshaCollier @twieberneit You're right - so many brands forget to THANK - almost

as important (maybe more) than cleaning up a mess #custserv

2012-05-23 1:23 am JdeAgustin @oliviahaverson Right - of course, assuming the "underlying point" is

an accurate insight! #custserv

2012-05-23 1:23 am Hyken A3 - Thank customer. Then discuss with team what worked. We learn

from mistakes. Why not also learn from praise? #custserv

2012-05-23 1:23 am CustServGreeter RT @LovelyLu: A3 Acknowledge positive feedback always with a

thank you! #custserv

2012-05-23 1:23 am ImMarkBernhardt Sing your thanks? RT @GregOrtbach: A3: Sing it from the rooftops

-No, thank them sincerely. Q3: ... positive feedback (praise)? #

CustServ

2012-05-23 1:23 am OliviaHaverson If you are genuinely trying to solve a problem for a consumer, you are

doing well. #custserv

2012-05-23 1:23 am husamerciyes A3: acknowledge the feedback and give credit to customer #custserv

2012-05-23 1:23 am tariq_ahmad A3: Pass along praise to co-workers/others involved in situation that

evoked praise. Reward team #custserv

2012-05-23 1:23 am JeffreyJKingman @Hyken Consequent the need for good algorithms. @seventhman

@sanchezjb @custservgreeter #custserv

2012-05-23 1:23 am CustServGreeter RT @Hyken: A3 - Thank customer. Then discuss with team what

worked. We learn from mistakes. Why not also learn from praise? #

custserv

2012-05-23 1:23 am TCoughlin @MarshaCollier A3) with thanks and appreciation, and in certain

cases a request to have them socialize their experience #custserv

2012-05-23 1:24 am ABHuret A2 Timing is critical. Simply acknowledge ASAP within 24 hrs on a

social platform, even if u can't resolve immediately. #custserv

2012-05-23 1:24 am chrisjschmidt Acknowledging positive feedback may lead to new innovation. Should

revert to True for Q1. #custserv

2012-05-23 1:24 am SpeedBrkr @CustServGreeter I'd love a study on big orgs who take feedback &

not do anything w/it. Is this happenin more often than we think? #

custserv

2012-05-23 1:24 am CustServGreeter RT @tariq_ahmad: A3: Pass along praise to co-workers/others

involved in situation that evoked praise. Reward team #custserv

2012-05-23 1:24 am eric_andersen @CustServGreeter indeed! Is there not also value from the

customer'snperspective, just the fact that the company listens? #

custserv

2012-05-23 1:24 am sanchezjb RT @gregortbach I think you're good until you #FF yourself... :) <

#Classic! :-) #custserv

2012-05-23 1:24 am callcenterdr #custserv Ernan Roman: Is Your Customer Service Multichannel?

http://t.co/d7QpvZRF

2012-05-23 1:24 am callcenterdr #custserv 5 Ways to Get Better Customer Service

http://t.co/7JavEdEX

2012-05-23 1:24 am callcenterdr #custserv Collaboration–Now More Critical Than Ever | The Social

Customer http://t.co/y8OZIxfr

2012-05-23 1:24 am seventhman @CustServGreeter @Hyken @JeffreyJKingman Thanks for the

insights.. noted #custserv

2012-05-23 1:24 am Michael_Lytle A3 Praise feedback should be responded to with gratitude, but also

take the opportunity to solicit suggestions for improvements. #

custserv

2012-05-23 1:24 am Little_Caryl I learned so much and had a blast at #custserv#herotour Denver!

Come back soon please!

2012-05-23 1:24 am MarshaCollier @ABHuret Indeed, timing is so critical #custserv

2012-05-23 1:24 am evanhamilton @GregOrtbach: Sing ANY feedback from rooftops - they're taking the

time to help you make money. They could go to the competition. #

custserv

2012-05-23 1:24 am Hyken RT @tariq_ahmad: A3: Pass along praise to co-workers/others

involved in situation that evoked praise. Reward team #custserv

2012-05-23 1:24 am JeffreyJKingman @ABHuret I expect socialmedia CSRs to respond w/in two hours #

custserv

2012-05-23 1:25 am SarahHedayati Call Center Coaching: 5 More Tips to Ensure Your Success

http://t.co/w1rkj4Ep #cctr #custserv via @ImpactLearning

2012-05-23 1:25 am CustServGreeter @eric_andersen Sometimes, that's a victory - being heard. #custserv

2012-05-23 1:25 am OliviaHaverson Even if you receive praise, ask what else you can do. #custserv

2012-05-23 1:25 am evanhamilton You should also find a way to collect and display positive feedback -

it's way more effective than the tagline on your website. #custserv

2012-05-23 1:25 am danabroich @Hyken we share all praise at weekly team huddles. #custserv

2012-05-23 1:25 am dkragen Amazing how few do. Sad really. RT @LovelyLu: A3 Acknowledge

positive feedback always with a thank you! #custserv

2012-05-23 1:25 am ABHuret A3 Thanks and humility goes a long way publicly. Internally,

acknowledging the team. EVERY job is a #custserv job.

2012-05-23 1:25 am husamerciyes A3b: show to customer the tangible results of their feedback and pass

on the praise to ur EEs #custserv

2012-05-23 1:25 am Hyken Ask the happy customer: Is there one thing you can think to make it

even better. (Improve on greatness!) #custserv

2012-05-23 1:25 am seventhman A3 a simple mantra: gratitude #custserv

2012-05-23 1:25 am ImMarkBernhardt Reasonable, especially during business hours. RT

@JeffreyJKingman: @ABHuret I expect socialmedia CSRs to

respond w/in two hours #custserv

2012-05-23 1:25 am GregOrtbach AGREED! RT @evanhamilton: @GregOrtbach: Sing ANY feedback

from rooftops - theyre taking the time to help you make money. #

CustServ

2012-05-23 1:25 am SpeedBrkr @ImMarkBernhardt I see your point. Goes back to the saying of "The

customer is always right." #custserv

2012-05-23 1:26 am 2ReviewCo Resolving a customer issue online is probably the biggest the thing

you can do for reputation and retention #custserv. Brings $ and

loyalty.

2012-05-23 1:26 am MarshaCollier RT @danabroich Recently told customer who escalated praise that

she made my day. Her response? Now I'm a bigger fan of your co.#

custserv

2012-05-23 1:26 am Michael_Lytle +100 RT @Hyken: A3 - Thank customer. Then discuss with team

what worked. We learn from mistakes. Why not also learn from

praise? #custserv

2012-05-23 1:26 am sanchezjb A3 Acknowledge the customer's feedback; thank them for their biz;

encourage them to communicate further should they desire. #

custserv

2012-05-23 1:26 am CustServGreeter RT @MarshaCollier: RT @danabroich Recently told customer who

escalated praise that she made my day. Her response? Now I'm a

bigger fan of your co.#custserv

2012-05-23 1:26 am Hyken ALWAYS! RT @seventhman: A3 a simple mantra: gratitude #

custserv

2012-05-23 1:26 am GregOrtbach I like that. Replace attitude with GRATITUDE. #nice RT

@seventhman: A3 a simple mantra: gratitude #CustServ

2012-05-23 1:26 am OliviaHaverson When is the point when RT and thanking becomes TOO

self-promotional? There's a point when it loses authenticity. #

custserv

2012-05-23 1:26 am JdeAgustin The key is to be a "solution finder" vs. simply a "problem solver" #

custserv

2012-05-23 1:27 am BonitaVidaInc RT @Hyken: Ask the happy customer: Is there one thing you can

think to make it even better. (Improve on greatness!) #custserv

2012-05-23 1:27 am OliviaHaverson Without authenticity you have no credibility. #custserv

2012-05-23 1:27 am MarshaCollier A3) I'm a sucker - when I get lots of praise I tend to send a bonus

swag in the order #custserv

2012-05-23 1:27 am CustServGreeter @2ReviewCo Thanks for controbuting to the chat! #custserv

2012-05-23 1:27 am danabroich RT @Hyken: ALWAYS! RT @seventhman: A3 a simple mantra:

gratitude #custserv

2012-05-23 1:27 am ImMarkBernhardt Sweet! RT @MarshaCollier: A3) I'm a sucker - when I get lots of

praise I tend to send a bonus swag in the order #custserv

2012-05-23 1:27 am OliviaHaverson RT @MarshaCollier: RT @danabroich Recently told customer who

escalated praise that she made my day. Her response? Now I'm a

bigger fan of your co.#custserv

2012-05-23 1:27 am MarshaCollier True! RT @OliviaHaverson: Without authenticity you have no

credibility. #custserv

2012-05-23 1:27 am CustServGreeter RT @OliviaHaverson: Without authenticity you have no credibility. #

custserv

2012-05-23 1:27 am TCoughlin there are times when I give praise & just want to leave it that. Biz

immediately pressing for "how can we do better" a turn off #custserv

2012-05-23 1:28 am Hyken And no crediblity means no confidence. RT @OliviaHaverson:

Without authenticity you have no credibility. #custserv

2012-05-23 1:28 am Michael_Lytle A3 Praise feedback needs to be seen by your organization, shine the

spotlight on individuals who exceeded customer expectations #

custserv

2012-05-23 1:28 am fmisle @CustServGreeter yep.. Sorry I'm late... What's the topic? #

custserv

2012-05-23 1:28 am OliviaHaverson RT @2ReviewCo: Resolving a customer issue online is probably the

biggest the thing you can do for reputation and retention #custserv.

Brings $ and loyalty.

2012-05-23 1:28 am LaneSutton Praise should always be acknowledged with #gratitude for customer

appreciation and gracefulness for exceptional #custserv.

2012-05-23 1:28 am fmisle Hi all! #custserv

2012-05-23 1:28 am seventhman @OliviaHaverson I think when your thank you tweet comes with a

rogue link #custserv

2012-05-23 1:28 am MarshaCollier #custserv RT @OliviaHaverson: @MarshaCollier @danabroich What

a great way to personify and humanize your brand or company!

2012-05-23 1:28 am GregOrtbach Let's not forget 2 strive 4 gr8 product or service @JdeAgustin The key

is to be a "solution finder" vs. simply a "problem solver" #CustServ

2012-05-23 1:28 am sanchezjb A3 Also find out the applicable division/store/employee & employee's

manager & make sure they get that customer's feedback. #custserv

2012-05-23 1:28 am CustServGreeter @TCoughlin That's where understanding the customer as much as

possible comes in. Overpowering is not a good approach #custserv

2012-05-23 1:28 am seventhman RT @Hyken: And no crediblity means no confidence. RT

@OliviaHaverson: Without authenticity you have no credibility. #

custserv

2012-05-23 1:28 am ABHuret @JeffreyJKingman Agree, but largely dependent on platform. Not

every biz is staffed to handle 24/7 (but should be). We weren't. #

custserv

2012-05-23 1:29 am chrisjschmidt When giving/getting feedback, it's important for the info to reach the

right parties. #custserv

2012-05-23 1:29 am CustServGreeter @fmisle Great to see you! Gald you you come. #custserv

2012-05-23 1:29 am OliviaHaverson RT @seventhman: RT @Hyken: And no crediblity means no

confidence. RT @OliviaHaverson: Without authenticity you have no

credibility. #custserv

2012-05-23 1:29 am danabroich RT @MarshaCollier: #custserv RT @OliviaHaverson:

@MarshaCollier @danabroich What a great way to personify and

humanize your brand or company!

2012-05-23 1:29 am OliviaHaverson RT @Hyken: And no crediblity means no confidence. RT

@OliviaHaverson: Without authenticity you have no credibility. #

custserv

2012-05-23 1:29 am CustServGreeter @eric_andersen Always good to have you join in, Eric! #custserv

2012-05-23 1:29 am MarshaCollier @chrisjschmidt Frustrating when feedback doesn't make it to the dept

that it should go to #custserv

2012-05-23 1:29 am TYZWORLD RT @Hyken: Ask the happy customer: Is there one thing you can

think to make it even better. (Improve on greatness!) #custserv

2012-05-23 1:30 am ShinizleEzra Zappos Airlines – A First Class Ticket to Customer Experience #

custserv #cem http://t.co/VqDYBxfO via @DeliverBliss

2012-05-23 1:30 am JeffreyJKingman Q4: Do you share positive feedback with other customers? How? #

custserv

2012-05-23 1:30 am CustServGreeter RT @JeffreyJKingman: Q4: Do you share positive feedback with

other customers? How? #custserv

2012-05-23 1:30 am JdeAgustin @gregortbach right of course. #custserv

2012-05-23 1:30 am OliviaHaverson RT @MarshaCollier: #custserv RT @OliviaHaverson:

@MarshaCollier @danabroich What a great way to personify and

humanize your brand or company!

2012-05-23 1:30 am CustServGreeter Half time show! Time to hoist your favorite beverage! #Zappos! #

custserv

2012-05-23 1:30 am eric_andersen @CustServGreeter the fact that a company will simply listen to you

can be very powerful, even if it won't lead to a solution #custserv

2012-05-23 1:30 am sanchezjb MT @jeffreyjkingman @Hyken Consequently the need for good

algorithms. #custserv < And data quality.

2012-05-23 1:30 am ImMarkBernhardt Q4: Do you share positive feedback with other customers? How? #

custserv | A: Yes, by requesting & publishing testimonials.

2012-05-23 1:30 am ABHuret @ImMarkBernhardt @JeffreyJKingman Yes, during biz hrs. Had

fulfillment crisis occur on a wkend; team didn't have mobile access #

custserv

2012-05-23 1:31 am TCoughlin RT @CustServGreeter: exactly. Moderation and timing are key.

Sometimes a sincere "thank you and you're welcome" is all needed.n

#custserv

2012-05-23 1:31 am lttlewys RT @jeffreyjkingman: Q4: Do you share positive feedback with other

customers? How? #custserv

2012-05-23 1:31 am MarshaCollier @AmericanAir Question? Is there an Admirals Club in the Tom

Bradley terminal at LAX? Need to work tomorrow #custserv

2012-05-23 1:31 am CustServGreeter @eric_andersen Absolutely - if they "listen well" and know how to

communicate with you. #custserv

2012-05-23 1:31 am MeghanMBiro +1 @sanchezjb @jeffreyjkingman @Hyken Consequently the need

for good algorithms. #custserv < And data quality.

2012-05-23 1:31 am evanhamilton @chrisjschmidt YES! You can collect feedback all day, but if you don't

have processes for escalating, you're screwed. #custserv

2012-05-23 1:31 am danabroich @MarshaCollier @oliviahaverson we don't sell anything we can send

to the customer, the relationship is all we have. #custserv

2012-05-23 1:31 am Hyken A4: That's called a testimonial. Ask permission to share the

comment. #custserv

2012-05-23 1:31 am MarshaCollier RT @JeffreyJKingman: Q4: Do you share positive feedback with

other customers? How? #custserv

2012-05-23 1:31 am LaneSutton @JeffreyJKingman Do you mean as testimonials for positive feedback

with customers? #custserv

2012-05-23 1:31 am GregOrtbach @JdeAgustin Seems obvious but I've had service providers that were

fantastic at #Custserv however ultimately limited by an inferior

product.

2012-05-23 1:31 am chrisjschmidt RT @Hyken: A4: That's called a testimonial. Ask permission to share

the comment. #custserv

2012-05-23 1:31 am husamerciyes RT @Hyken: A2. When there's a problem, 3 to do's: Fix it, with the

right attitude and sense of urgency. #custserv

2012-05-23 1:31 am CustServGreeter +1 RT @Hyken: A4: That's called a testimonial. Ask permission to

share the comment. #custserv

2012-05-23 1:32 am LovelyLu A4 We use our positive feedback, and always thank our customers in

the process. Everyone likes to be acknowledged. #custserv

2012-05-23 1:32 am MarshaCollier @Hyken Testamonials are so nice, they make me smile #custserv

2012-05-23 1:32 am ABHuret @CustServGreeter LOL! Here's to #zappos! We need some kind of

chant ... #custserv

2012-05-23 1:32 am chrisjschmidt RT @ABHuret: @CustServGreeter LOL! Here's to #zappos! We

need some kind of chant ... #custserv

2012-05-23 1:32 am seventhman RT @CustServGreeter: +1 RT @Hyken: A4: Thats called a

testimonial. Ask permission to share the comment. #custserv

2012-05-23 1:32 am GregOrtbach Many thanks for the #Custserv RT :D @lttlewys @MarshaCollier

2012-05-23 1:32 am TCoughlin Best testimonials I get are returning customers. #custserv

2012-05-23 1:33 am ABHuret RT @Hyken: A4: That's called a testimonial. Ask permission to share

the comment. #custserv

2012-05-23 1:33 am Michael_Lytle A4 Customer Testimonials that reinforce your #custserv strengths

and capabilities are invaluable, especially with new prospects. #

custserv

2012-05-23 1:33 am Route53 @MarshaCollier acknowledgement is key...maybe reward. The key is

to incent them and others to do more. #custserv

2012-05-23 1:33 am 2ReviewCo @MarshaCollier @chrisjschmidt Often the feedback doesnt contain

enough structure/data to be meaningful to more than just a #custserv

rep

2012-05-23 1:33 am JdeAgustin @gregortbach That's an important point and I agree. #custserv

2012-05-23 1:33 am JdeAgustin RT @GregOrtbach: @JdeAgustin Seems obvious but I've had service

providers that were fantastic at #Custserv however ultimately limited

by an inferior product.

2012-05-23 1:33 am sanchezjb RT @custservgreeter +1 RT @Hyken A4 That's called a testimonial.

Ask permission to share the comment. #custserv

2012-05-23 1:33 am mike_nunes A4) Share both positive/negative feedback of other customers to help

customize what that customer decides is right for them #custserv

2012-05-23 1:33 am evanhamilton @CustServGreeter Cheers! #custserv http://t.co/yDPZSmgx

2012-05-23 1:33 am seventhman On Q4 I wonder what other creative ways you can share positive

feedback.. #custserv

2012-05-23 1:33 am MarshaCollier RT @Route53: @MarshaCollier acknowledgement is key...maybe

reward. The key is to incent them and others to do more. #custserv

2012-05-23 1:33 am Hyken @MarshaCollier A step above a loyal customer is a customer

evangelist - one that sings your praises to others! #custserv

2012-05-23 1:33 am CustServGreeter RT @evanhamilton: @CustServGreeter Cheers! #custserv

http://t.co/yDPZSmgx

2012-05-23 1:33 am chrisjschmidt Back to Q1: Sometimes you can't act on feedback if it's against

company values, ethics, morals, or just completely outlandish. #

custserv

2012-05-23 1:33 am ABHuret @GregOrtbach @JdeAgustin and then there are those with fabulous

prod/serv and fail miserably at #custserv

2012-05-23 1:34 am GregOrtbach Have we seen testimonial capability on website with built in 'share'

links or is that too much like leading the witness? #Custserv

2012-05-23 1:34 am CustServGreeter @evanhamilton Love it! #custserv

2012-05-23 1:34 am JeffreyJKingman @abhuret Agreed that some biz models I don't expect 24 hr CSR

response. Big biz - yes. #custserv

2012-05-23 1:34 am husamerciyes a4: yes yes yes the peer feedback and praise is the most trusted by

other customers #custserv

2012-05-23 1:34 am 2ReviewCo @MarshaCollier @Hyken Trouble with testimonials is that they arent

always believed/authenticated #custserv. Authenticating them adds

power.

2012-05-23 1:34 am GregOrtbach So very true. RT @ABHuret: @GregOrtbach @JdeAgustin and then

there are those with fabulous prod/serv and fail miserably at #

custserv

2012-05-23 1:34 am OliviaHaverson @2ReviewCo the company should be responsible for making a

system of easily tagging/ logging feedback so that it becomes data #

custserv

2012-05-23 1:34 am ABHuret A4 Legal tends to be very restrictive in using customer testimonials. #

custserv

2012-05-23 1:35 am CustServGreeter @GregOrtbach Leading the witness, testimony -als… been watching

legal shows? :) #custserv

2012-05-23 1:35 am chrisjschmidt @2ReviewCo There are ways to catalog that info to data, and

compile the info together. #custserv

2012-05-23 1:35 am ImMarkBernhardt @GregOrtbach Sure. Why not have 'share' links on a testimonial

page? #Custserv

2012-05-23 1:35 am evanhamilton @GregOrtbach We're considering it. Seems like they'll just ignore if

they don't want to. #custserv

2012-05-23 1:35 am JdeAgustin @abhuret @GregOrtbach Right ; works both ways - and both are

important to streamlined #customerexperience #custserv

2012-05-23 1:35 am GregOrtbach LOL -could be. :D RT @CustServGreeter: @GregOrtbach Leading

the witness, testimony -als… been watching legal shows? :) #

custserv

2012-05-23 1:35 am OliviaHaverson RT @Hyken: @MarshaCollier A step above a loyal customer is a

customer evangelist - one that sings your praises to others! #

custserv

2012-05-23 1:35 am JeffreyJKingman @ABHuret I think Mktg Dir's at medium companies push most for

testimonials w/o legal. #custserv

2012-05-23 1:35 am ABHuret A4 Best case scenario: The customer becomes your brand

ambassador and sings your praises across platforms. #custserv

2012-05-23 1:36 am CustServGreeter RT @OliviaHaverson: @2ReviewCo the company should be

responsible for making a system of easily tagging/ logging feedback

so that it becomes data #custserv

2012-05-23 1:36 am 2ReviewCo @OliviaHaverson Well the data should always be tracked to a

transaction or else it serves to real use to anyone #custserv.

2012-05-23 1:36 am JdeAgustin RT @Hyken: @MarshaCollier A step above a loyal customer is a

customer evangelist - one that sings your praises to others! #

custserv

2012-05-23 1:36 am OliviaHaverson @seventhman Perhaps in a weekly rap via @YouTube #custserv

2012-05-23 1:36 am seventhman @2ReviewCo reminds me of the FTC guidelines in doing product

reviews, wonder if the same applies to testimonials. #custserv

2012-05-23 1:36 am chrisjschmidt RT @ABHuret: A4 Best case scenario: The customer becomes your

brand ambassador and sings your praises across platforms. #

custserv

2012-05-23 1:36 am GregOrtbach Sweet RT @evanhamilton: @GregOrtbach We're considering it.

Seems like they'll just ignore if they don't want to. #custserv

2012-05-23 1:36 am Hyken RT @ABHuret: A4 Best case scenario: The customer becomes your

brand ambassador and sings your praises across platforms. #

custserv

2012-05-23 1:36 am TCoughlin unless I personally know the person giving the testimonial, I don't give

them much weight as a prospective customer. #custserv

2012-05-23 1:36 am TracyLCotton RT @ImMarkBernhardt: @GregOrtbach Sure. Why not have 'share'

links on a testimonial page? #Custserv

2012-05-23 1:36 am sanchezjb MT @oliviahaverson @2ReviewCo Company should..make a system

of easily tagging/ logging feedback so that it becomes data #custserv

2012-05-23 1:37 am ABHuret @JeffreyJKingman Absolutely! No excuses there ... though many fail

to enable their #social teams with mobile access. #custserv

2012-05-23 1:37 am MarshaCollier A4: I try to publish comments (with permission) on websites #

custserv

2012-05-23 1:37 am Michael_Lytle A4 Testimonials should be current and relevant. Old testimonials do

not reflect your active offerings. #custserv

2012-05-23 1:37 am chrisjschmidt What's the view on a client saying write their testimonial for them,

then they'll give the yes or no? #custserv

2012-05-23 1:37 am GregOrtbach We're seeing that trend too in web dev clients. RT @TCoughlin: ... I

don't give them much weight as a prospective customer. #custserv

2012-05-23 1:37 am seventhman @OliviaHaverson Haha... now, that reminds me of orabrush.. #

custserv

2012-05-23 1:38 am MarshaCollier @chrisjschmidt I would never write the testimonial for a customer #

custserv

2012-05-23 1:38 am 2ReviewCo @seventhman Yes Given the IT guy out the back can call himself a

customer and write a review on his own website thats very true #

custserv

2012-05-23 1:38 am MarshaCollier Q5: Do you ever "erase" customer feedback from your site or

Facebook page? #custserv

2012-05-23 1:38 am CustServGreeter not best. RT @chrisjschmidt: What's the view on a client saying write

their testimonial for them, then they'll give the yes or no? #custserv

2012-05-23 1:38 am CustServGreeter RT @MarshaCollier: Q5: Do you ever "erase" customer feedback

from your site or Facebook page? #custserv

2012-05-23 1:38 am MarshaCollier @2ReviewCo Good point #custserv

2012-05-23 1:38 am TCoughlin @GregOrtbach novelty factor has worn off for me. Trust factor as

well. #custserv

2012-05-23 1:38 am sanchezjb Incorporate customer testimonials into your brand's internal & external

storytelling. Seek resonance! #custserv

2012-05-23 1:38 am Hyken A5 Erase feedback when it is old and irrelevant. #custserv

2012-05-23 1:39 am chrisjschmidt I would never write it for them either, just curious what others thought.

#custserv

2012-05-23 1:39 am JeffreyJKingman RT @MarshaCollier Q5: Do you ever "erase" customer feedback from

your site or Facebook page? #custserv #custserv

2012-05-23 1:39 am Garza_Girl @MarshaCollier Oh my. I hope no one answers yes to that question.

#custserv

2012-05-23 1:39 am Hyken RT @Michael_Lytle: A4 Testimonials should be current and relevant.

Old testimonials do not reflect your active offerings. #custserv

2012-05-23 1:39 am GregOrtbach A5: Slippery slope ->only if it goes against a publicly posted

policy/abusive/offensive @MarshaCollier #Custserv

2012-05-23 1:39 am CustServGreeter RT @Hyken: A5 Erase feedback when it is old and irrelevant. #

custserv

2012-05-23 1:39 am dkragen Then they don't REALLY care. RT @chrisjschmidt: What's the view

on a client saying write their testimonial for them #custserv

2012-05-23 1:39 am ImMarkBernhardt Q5: Do you ever "erase" customer feedback from your site or

Facebook page? #custserv | A: No. Would, if feedback is

abusive/obscene.

2012-05-23 1:39 am LovelyLu A5 If it isn't relevant or extremely disruptive, sometimes we do, but we

still communicate with the person about it. #custserv

2012-05-23 1:39 am GregOrtbach Yep ->like clearance sales EVERY week :) RT @TCoughlin:

@GregOrtbach novelty factor has worn off for me. Trust factor as

well. #custserv

2012-05-23 1:40 am ABHuret RT @GregOrtbach: Let's not forget 2 strive 4 gr8 product or service

@JdeAgustin The key is to be a "solution finder" vs. simply a

"problem solver" #CustServ

2012-05-23 1:40 am seventhman RT @2ReviewCo: Yes Given the IT guy out the back can call himself

a customer and write a review on his own website thats very true #

custserv

2012-05-23 1:41 am TCoughlin @GregOrtbach or recurring, weekly "Going out of business" sales :-)

#custserv

2012-05-23 1:41 am produceconsume RT @TCoughlin: Best testimonials I get are returning customers. #

custserv

2012-05-23 1:41 am evanhamilton Oh god, no. Do not EVER erase customer feedback unless it's

obscene/violates CLEARLY stated rules. Can o' worms there. #

custserv

2012-05-23 1:41 am Route53 @MarshaCollier if they use profanity and/or act unreasonably #

custserv

2012-05-23 1:41 am MarshaCollier #custserv RT @JimbauxsJournal: @MarshaCollier Nope. All

feedback is good feedback, even if I'm being cursed out there.

2012-05-23 1:41 am MarshaCollier RT @evanhamilton: Oh god, no. Do not EVER erase customer

feedback unless it's obscene/violates CLEARLY stated rules. Can o'

worms there. #custserv

2012-05-23 1:41 am Hyken Apple won't sensor negative feedback (unless offensive) and let's it's

community of happy evangelists defend them. #custserv

2012-05-23 1:42 am MarshaCollier If you can't take the heat for your mistakes, you'd better get out of

business. Customers will eat you alive! #custserv

2012-05-23 1:42 am 2ReviewCo RT @evanhamilton: Oh god, no. Do not EVER erase customer

feedback unless it's obscene/violates CLEARLY stated rules. Can o'

worms there. #custserv

2012-05-23 1:42 am CustServGreeter @Route53 Hi, Erik -nice tosee you in the chat! #custserv

2012-05-23 1:42 am GregOrtbach Good form RT @Hyken: Apple won't sensor negative feedback

(unless offensive) and lets community of happy evangelists defend

them. #custserv

2012-05-23 1:42 am Michael_Lytle RT @MarshaCollier: If you cant take the heat for your mistakes, youd

better get out of business. Customers will eat you alive! #custserv

2012-05-23 1:42 am GregOrtbach Yes. RT @TCoughlin: @GregOrtbach or recurring, weekly "Going out

of business" sales :-) #custserv

2012-05-23 1:43 am kr8tr RT @MarshaCollier: If you can't take the heat for your mistakes, you'd

better get out of business. Customers will eat you alive! #custserv

2012-05-23 1:43 am bettervideo A5. 3 reasons we erase comments: Excessive profanity, personal

attacks on other commenters, and obvious spam. #custserv

2012-05-23 1:43 am seventhman @chrisjschmidt there are shady jobs posted online to write

testimonials for peanuts; seen lots of it, makes me cringe #custserv

2012-05-23 1:43 am JeffreyJKingman Q6: Do you have a specific action plan to allow feedback to drive

improvements? #custserv

2012-05-23 1:43 am wlynnae RT @MarshaCollier: If you can't take the heat for your mistakes, you'd

better get out of business. Customers will eat you alive! #custserv

2012-05-23 1:43 am MarshaCollier @kelitos_way You mean social business? #custserv

2012-05-23 1:43 am MarshaCollier RT @JeffreyJKingman: Q6: Do you have a specific action plan to

allow feedback to drive improvements? #custserv

2012-05-23 1:43 am GregOrtbach Hi Michael -nice to see you! @bettervideo #custserv

2012-05-23 1:43 am fmisle RT @MarshaCollier: If you can't take the heat for your mistakes, you'd

better get out of business. Customers will eat you alive! #custserv

2012-05-23 1:43 am CustServGreeter @GregOrtbach @TCoughlin A DJ in NYC years ago used to annouce

his studio as being "high atop the Going Out of Business Store" #

custserv

2012-05-23 1:43 am MarshaCollier @kr8tr Thanks, pal #custserv

2012-05-23 1:43 am husamerciyes A5: no as long as there's a response to that comment. Nobody is

perfect & show that u learn from ur mistakes #custserv

2012-05-23 1:44 am KRLRose RT @MarshaCollier: If you can't take the heat for your mistakes, you'd

better get out of business. Customers will eat you alive! #custserv

2012-05-23 1:44 am chrisjschmidt @seventhman Where do I sign up? Different then giving a sample

then writing a review? #custserv

2012-05-23 1:44 am ImMarkBernhardt Q6: Do you have a specific action plan to allow feedback to drive

improvements? #custserv | A: Plan -> Fix problem(s) now.

2012-05-23 1:44 am GregOrtbach LOL @CustServGreeter @TCoughlin #custserv

2012-05-23 1:44 am ABHuret A5 Unless a comment is obscene or violates TOS, removing feedback

(pos or neg) is the First Deadly Sin of #Social. #custserv

2012-05-23 1:44 am CustServGreeter @bettervideo Hi, Michael - welcome back! #custserv

2012-05-23 1:44 am MarshaCollier Fair RT @bettervideo A5. 3 reasons we erase comments: Excessive

profanity, personal attacks on other commenters, and obvious spam.

#custserv

2012-05-23 1:44 am RicMcCoy RT @MarshaCollier: If you can't take the heat for your mistakes, you'd

better get out of business. Customers will eat you alive! #custserv

2012-05-23 1:44 am GregOrtbach Payable by 7 deadly screenshots and infamy! RT @ABHuret:

removing feedback (pos or neg) is the First Deadly Sin of #Social. #

custserv

2012-05-23 1:45 am TCoughlin and demand a second helping and threaten neg SM feedback if they

don't get it! RT @MarshaCollier: Customers will eat you alive! #

custserv

2012-05-23 1:45 am ABHuret RT @GregOrtbach: A5: Slippery slope ->only if it goes against a

publicly posted policy/abusive/offensive @MarshaCollier #Custserv

2012-05-23 1:45 am CustServGreeter @RicMcCoy Hi, Ric - thanks for joining the chat! #custserv

2012-05-23 1:45 am seventhman RT @MarshaCollier: If you cant take the heat for your mistakes, youd

better get out of business. Customers will eat you alive! #custserv

2012-05-23 1:45 am fmisle RT @evanhamilton Dont ever erase customer feedback unless it's

obscene/violates CLEARLY stated rules. Can o' worms there. #

custserv

2012-05-23 1:45 am MarshaCollier ..and on eBay Post negative on site RT @TCoughlin: and demand a

second helping and threaten neg SM feedback if they don't get it! #

custserv

2012-05-23 1:46 am allthingsfadra RT @evanhamilton: Oh god, no. Do not EVER erase customer

feedback unless it's obscene/violates CLEARLY stated rules. Can o'

worms there. #custserv

2012-05-23 1:46 am eric_andersen @MarshaCollier @JimbauxsJournal the most innovative and open

businesses ensure their negative criticism is public #custserv

2012-05-23 1:46 am evanhamilton Q5 is a really good one. You must have a process to escalate

feedback & work WITH teammates, not tell them what to do. #

custserv

2012-05-23 1:46 am AngryLatino RT @evanhamilton: .Do not EVER erase customer feedback unless

it's obscene/violates CLEARLY stated rules. Can o' worms there. #

custserv

2012-05-23 1:46 am CustServGreeter RT @eric_andersen: @MarshaCollier @JimbauxsJournal the most

innovative and open businesses ensure their negative criticism is

public #custserv

2012-05-23 1:47 am danabroich @JeffreyJKingman quarterly voc meetings, leading to quick hits. The

rest goes into our continuous improvement process. #custserv

2012-05-23 1:47 am ABHuret @GregOrtbach Absolutely! God bless screenshots!!! : ) #custserv

2012-05-23 1:47 am JimbauxsJournal RT @eric_andersen: @MarshaCollier @JimbauxsJournal the most

innovative and open businesses ensure their negative criticism is

public #custserv

2012-05-23 1:47 am Hyken RT @evanhamilton: You must have a process to escalate feedback

& work WITH teammates, not tell them what to do. #custserv

2012-05-23 1:49 am seventhman I'm curious if a customer can blackmail a business when it comes to

getting paid for removing negative feedback on review sites? #

custserv

2012-05-23 1:49 am evanhamilton I went into the escalation process (& feedback in general) in this

presentation, actually: http://t.co/bk6eKkde #custserv

2012-05-23 1:49 am MarshaCollier Q7 - it's a good one! #custserv

2012-05-23 1:49 am MarshaCollier Q7: Are you aware of companies that blame customer service reps for

negative feedback? #custserv

2012-05-23 1:50 am CustServGreeter RT @MarshaCollier: Q7: Are you aware of companies that blame

customer service reps for negative feedback? #custserv

2012-05-23 1:50 am MarshaCollier @evanhamilton Thanks for that link! #custserv

2012-05-23 1:51 am chrisjschmidt @MarshaCollier I don't know any personally, but I would think there

are employees within companies that do. #custserv

2012-05-23 1:51 am TCoughlin no, thankfully. RT @MarshaCollier: Q7: Are you aware of companies

that blame customer service reps for negative feedback? #custserv

2012-05-23 1:51 am evanhamilton @MarshaCollier You're welcome! Would love to hear your feedback

on it! #punintended #custserv

2012-05-23 1:51 am JeffreyJKingman RT @MarshaCollier: Q7: Are you aware of companies that blame

customer service reps for negative feedback? #custserv

2012-05-23 1:51 am ImMarkBernhardt Good preso -- saw on prev share RT @evanhamilton: I went into the

escalation process (& feedback in general): http://t.co/BvN8ZQlb #

custserv

2012-05-23 1:51 am Hyken A7 Don't know co's that blame for negative feedback, but know many

that bonus for positive feedback. #custserv

2012-05-23 1:51 am CustServGreeter A7: Oh yes. It's a fear among customers, who become reluctant to

give feedback 'cause the rep will be blamed. #custserv

2012-05-23 1:51 am ABHuret A5: Removing feedback? Ask #Komen how that worked for them.

#BigFail #custserv

2012-05-23 1:51 am evanhamilton I do think customer service reps only get noticed when there's bad

feedback. Must highlight their good work too. #custserv

2012-05-23 1:51 am evanhamilton (I have a whole post on that too, but I'll spare you.) #custserv

2012-05-23 1:52 am CustServGreeter RT @evanhamilton: I do think customer service reps only get noticed

when there's bad feedback. Must highlight their good work too. #

custserv

2012-05-23 1:52 am GregOrtbach When #CustServ becomes #CustSAVE RT @ABHuret: A5:

Removing feedback? Ask #Komen how that worked for them. #BigFail

#custserv

2012-05-23 1:52 am MarshaCollier A7: I have heard that CRSs get blamed, so I tread fairly carefully #

custserv

2012-05-23 1:52 am MarshaCollier @evanhamilton Will do #custserv

2012-05-23 1:52 am chrisjschmidt @evanhamilton Do you have a place where these are all posted? #

custserv

2012-05-23 1:52 am Hyken RT @MarshaCollier: A7: I have heard that CRSs get blamed, so I

tread fairly carefully #custserv

2012-05-23 1:53 am seventhman @MarshaCollier A7 maybe lots, but it's an internal issue & we may

never hear of it. Just dial a 1-800 no. #custserv

2012-05-23 1:53 am JeffreyJKingman Q8: How can feedback systems be improved? #custserv

2012-05-23 1:53 am mike_nunes A7) NPS(Net Promoter Score) can accurately place blame on the

right department. :) #custserv

2012-05-23 1:53 am MatthewMarx RT @ABHuret: A1 Feedback happens whether u ask for it or not.

People blog, review, post, tweet 24/7. Social listening is as imprt as

action. #custserv

2012-05-23 1:54 am MarshaCollier RT @JeffreyJKingman: Q8: How can feedback systems be improved?

#custserv

2012-05-23 1:54 am CustServGreeter RT @JeffreyJKingman: Q8: How can feedback systems be improved?

#custserv

2012-05-23 1:54 am MarshaCollier @mike_nunes How do you use the NPS score to do that? #custserv

2012-05-23 1:54 am bettervideo @GregOrtbach @CustServGreeter Hi fellas! Popping in and out via

mobile, but too addicted to #custserv chat to stay away completely.

:-)

2012-05-23 1:54 am twieberneit simplify 'em RT @JeffreyJKingman: Q8: How can feedback systems

be improved? #custserv

2012-05-23 1:54 am chrisjschmidt RT @twieberneit: simplify 'em RT @JeffreyJKingman: Q8: How can

feedback systems be improved? #custserv

2012-05-23 1:54 am JeffreyJKingman Join over 850 others "into" customer service on LinkedIn

http://t.co/fWejLMPl #custserv

2012-05-23 1:54 am ImMarkBernhardt Q8: How can feedback systems be improved? #custserv | A: Varies

by system. Generally, make more transparent, more responsive.

2012-05-23 1:55 am Zendesk RT @micahsolomon: Grateful to speak to the great audience at

@Zendesk #custserv event today in Denver. Onward to Austin!

#speaker #herotour

2012-05-23 1:55 am CustServGreeter Continue this discussion in the #CustServ Exchange LinkedIn Group

http://t.co/TJabDRm9 #custserv

2012-05-23 1:55 am TCoughlin start by creating one, or actually using the one in place. RT

@JeffreyJKingman: Q8: How can feedback systems be improved? #

custserv

2012-05-23 1:55 am evanhamilton @chrisjschmidt These all live on http://t.co/oBOjpVyZ. "Reps get

noticed when there's bad news" is at: http://t.co/14vFrHCr #custserv

2012-05-23 1:55 am billquiseng RT @twieberneit: simplify em RT @JeffreyJKingman: Q8: How can

feedback systems be improved? #custserv

2012-05-23 1:55 am CustServGreeter A8: Plan - have process for handling negative and positive feedback.

Won't always work, but not planning seldom works. #custserv

2012-05-23 1:55 am MarshaCollier @micahsolomon I'm heading to Denver to speak on Friday! #speaker

#custserv

2012-05-23 1:55 am evanhamilton @MarshaCollier Absolutely, happy to oblige. Hit me up anytime you

want some #custserv data - if I can, I'll get it.

2012-05-23 1:55 am danabroich “@Hyken: RT @MarshaCollier: A7: I have heard that CRSs get

blamed, so I tread fairly carefully #custserv” the cos integrity=CSR

treatment

2012-05-23 1:56 am ABHuret @GregOrtbach Supporters have abandoned them in droves. Can

provide deets offline : ) #custserv

2012-05-23 1:56 am CustServGreeter A8: #2 - Get the info to the right pelople who can affect outcomes and

actions. #custserv

2012-05-23 1:56 am mike_nunes @MarshaCollier Not my department. But I know my company can

differentiate if it was part of the scope of my service or elsewhere. #

custserv

2012-05-23 1:56 am GregOrtbach Glad you could stop in! @bettervideo @CustServGreeter #CustServ

2012-05-23 1:56 am MarshaCollier Q9: What's one excellent feedback experience you've had

(personally)? #custserv

2012-05-23 1:56 am ImMarkBernhardt Yes --> RT @CustServGreeter: A8: #2 - Get the info to the right

people who can affect outcomes and actions. #custserv

2012-05-23 1:56 am JeffreyJKingman About to share this hashtag's metrics past 24 hours courtesy of

@hashtracking #custserv

2012-05-23 1:56 am GregOrtbach @ABHuret Thanks ->sounds like a solid learning opp. #Custserv

2012-05-23 1:56 am chasmiller #custserv Popping in after a long hiatus supporting my VP as he was

out on medical leave. He's back and I'll be back next week. Great

topic.

2012-05-23 1:56 am fmisle @ABHuret I've heard PayPal and GoDaddy have had a few bad

ones.. Never heard of the Komen one; pardon my ignorance. #

custserv

2012-05-23 1:56 am GregOrtbach RT @JeffreyJKingman: About to share this hashtag's metrics past 24

hours courtesy of @hashtracking #custserv

2012-05-23 1:57 am CustServGreeter @bettervideo @GregOrtbach Would you like some Kool-Aid with

that?:) #custserv

2012-05-23 1:57 am chrisjschmidt Ok, need to jump out of #custserv, and stop lurking in #getrealchat.

Need to get up in 6 hrs for work. No #smmanners either.

2012-05-23 1:57 am CustServGreeter @chrisjschmidt See you, Chris - thanks! #custserv

2012-05-23 1:57 am evanhamilton For Q8 I'm biased since @UserVoice makes a customer feedback

system. What do YOU think we need to improve, #custserv?

2012-05-23 1:57 am MarshaCollier A9: Best #custserv experience ever was when @AmericanAir

tracked down my lost tablet - in another city & returned it to me

2012-05-23 1:57 am JeffreyJKingman 1,229 tweets generated 5,939,770 impressions, reaching 1,144,624

followers w/in past 24 hours http://t.co/a7hkrfe3 #custserv

2012-05-23 1:57 am bettervideo A7. We've had commenters name names of #Custserv agents, so

you'd better believe there were serious conversations and QA

recording reviews

2012-05-23 1:57 am CustServGreeter Metrics! Woohoo! RT @JeffreyJKingman: About to share this

hashtag's metrics past 24 hours courtesy of @hashtracking #

custserv

2012-05-23 1:58 am MarshaCollier @evanhamilton Yea, but my customers don't like your t-shirt #

custserv

2012-05-23 1:58 am evanhamilton @chasmiller Welcome back! #custserv

2012-05-23 1:58 am TCoughlin literal tears of joy (multiple times) RT @MarshaCollier: Q9: Whats one

excellent feedback experience youve had (personally)? #custserv

2012-05-23 1:58 am CustServGreeter RT @JeffreyJKingman: 1,229 tweets generated 5,939,770

impressions, reaching 1,144,624 followers w/in past 24 hours

http://t.co/a7hkrfe3 #custserv

2012-05-23 1:58 am bryantbone Seconded. RT @Zendesk: RT @micahsolomon: Grateful to speak to

the great audience at @Zendesk #custserv event today in Denver.

#herotour

2012-05-23 1:58 am ABHuret A7 That accusation isn't limited to CSRs; often it is the work of

disgruntled employees. #custserv

2012-05-23 1:58 am ImMarkBernhardt Q9: What's one excellent feedback experience you've had? #

custserv | A: Gave kudos via SM, got quick reply asking to pass back

to CSR.

2012-05-23 1:58 am JeffreyJKingman RT @MarshaCollier: Q9: Whats one excellent feedback experience

youve had (personally)? #custserv

2012-05-23 1:58 am ABHuret RT @CustServGreeter: A8: Plan - have process for handling

negative and positive feedback. Won't always work, but not planning

seldom works. #custserv

2012-05-23 1:58 am CustServGreeter RT @MarshaCollier: Q9: What's one excellent feedback experience

you've had (personally)? #custserv

2012-05-23 1:58 am evanhamilton My feedback experiences with @argylesocial have been great - they

actually want to understand what I'm trying to do! #custserv

2012-05-23 1:58 am sanchezjb A6 Customer agreeing to appear in a promotional video extolling the

virtues of the partnership we created. #custserv

2012-05-23 1:59 am CustServGreeter @chasmiller Thanks, Charles - see you then! #custserv

2012-05-23 1:59 am MarshaCollier Tonight's #custserv chat will be archived at http://t.co/Z18pZ0tX by

tomorrow mornning

2012-05-23 1:59 am CustServGreeter RT @MarshaCollier: Tonight's #custserv chat will be archived at

http://t.co/Z18pZ0tX by tomorrow mornning

2012-05-23 1:59 am ABHuret @GregOrtbach A definite case study in what *not* to do in #social. #

custserv

2012-05-23 1:59 am chasmiller One tweet for tonight's #custserv topic. We seek out explicit & implict

customer feedback. Always so much to learn and improve!