Comments on: Customer Service Event and Call for Authors! http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/ A blog about customers, their experiences, and how businesses can make sure their customer experiences rock! Wed, 23 Dec 2009 19:07:18 +0000 http://wordpress.com/ hourly 1 By: sdipietr http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-20054 sdipietr Sat, 09 Feb 2008 13:20:17 +0000 http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-20054 I agree Becky, In fact my cornerstone saying is that Service is Sales and Sales is service. I agree Becky, In fact my cornerstone saying is that Service is Sales and Sales is service.

]]> By: HD BizBlog- The Blog: Productivity in Context » Blog Archive » The Ants Have Megaphones, and RSS http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19986 HD BizBlog- The Blog: Productivity in Context » Blog Archive » The Ants Have Megaphones, and RSS Sat, 02 Feb 2008 17:39:57 +0000 http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19986 [...] Becky Carroll, [...] [...] Becky Carroll, [...]

]]> By: Becky Carroll http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19954 Becky Carroll Tue, 29 Jan 2008 18:11:37 +0000 http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19954 Lewis, in a sense, all customer service people are marketers, as they are a face-to-face encounter with the brand. Unfortunately, as you stated, Toby, they are not always treated as marketers (and are often the last to know about promotions, sometimes learning about them from customers!). And you are right, CB, more and more attention is being put on customer service - but companies are still not making the proper investment there. Customer service is treated like a cost, not a integral part of a customer/marketing strategy. It is already a critical differentiator! Thank you all for the conversation, and I look forward to carrying it on at the CSITNM event next week. Lewis, in a sense, all customer service people are marketers, as they are a face-to-face encounter with the brand. Unfortunately, as you stated, Toby, they are not always treated as marketers (and are often the last to know about promotions, sometimes learning about them from customers!). And you are right, CB, more and more attention is being put on customer service – but companies are still not making the proper investment there. Customer service is treated like a cost, not a integral part of a customer/marketing strategy.

It is already a critical differentiator!

Thank you all for the conversation, and I look forward to carrying it on at the CSITNM event next week.

]]> By: Age of Conversation Revisited! « StickyFigure http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19947 Age of Conversation Revisited! « StickyFigure Tue, 29 Jan 2008 01:34:50 +0000 http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19947 [...] Heaton, Connie Reece, The Kaiser, Katie Chatfield, Tim Jackson, Doug Meacham, C.B. Whittemore, Becky Carroll, Gordon Whitehead, Daniel B. Honigman, Daria Rasmussen, Jay Ehret, Jasmin Tragas, Jamey Shiels, [...] [...] Heaton, Connie Reece, The Kaiser, Katie Chatfield, Tim Jackson, Doug Meacham, C.B. Whittemore, Becky Carroll, Gordon Whitehead, Daniel B. Honigman, Daria Rasmussen, Jay Ehret, Jasmin Tragas, Jamey Shiels, [...]

]]> By: Tidbit of the Day: Age of Conversation 2 author list…so far » Daniel B. Honigman’s site (Chicago 2016 news, epicure, cigar reviews, etc.) http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19944 Tidbit of the Day: Age of Conversation 2 author list…so far » Daniel B. Honigman’s site (Chicago 2016 news, epicure, cigar reviews, etc.) Mon, 28 Jan 2008 13:49:53 +0000 http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19944 [...] Heaton, Connie Reece, The Kaiser, Katie Chatfield, Tim Jackson, Doug Meacham, C.B. Whittemore, Becky Carroll, Gordon Whitehead, Daniel B. Honigman, Daria Rasmussen, Jay Ehret, Jasmin Tragas, Jamey Shiels, [...] [...] Heaton, Connie Reece, The Kaiser, Katie Chatfield, Tim Jackson, Doug Meacham, C.B. Whittemore, Becky Carroll, Gordon Whitehead, Daniel B. Honigman, Daria Rasmussen, Jay Ehret, Jasmin Tragas, Jamey Shiels, [...]

]]> By: C. B. Whittemore http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19903 C. B. Whittemore Mon, 21 Jan 2008 15:02:35 +0000 http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19903 Becky, I agree with Lew and Toby. What is encouraging is that customer service is gaining so much more attention than ever before, generating discussion about customer service. About time as I believe it will only become more critical a differentiator as the population continues to age, becomes more sophisticated and more discerning in how to spend discretionary funds. Thanks for your passion on the subject and good luck with your conference! Becky, I agree with Lew and Toby. What is encouraging is that customer service is gaining so much more attention than ever before, generating discussion about customer service. About time as I believe it will only become more critical a differentiator as the population continues to age, becomes more sophisticated and more discerning in how to spend discretionary funds. Thanks for your passion on the subject and good luck with your conference!

]]> By: Toby http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19898 Toby Sun, 20 Jan 2008 20:24:59 +0000 http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19898 Becky - Ditto. It always surprises and saddens me when the customer service function is 'silo-ed' and even more so when there is little, if any, communication between c/s and marketing. From a c/s rep view - more than not c/s reps find themselves in the embarrassing situation of hearing about about a marketing initiatives from a customer. Not only does the customer loose but sure makes the c/s rep's job harder not to be in that information loop. Becky – Ditto. It always surprises and saddens me when the customer service function is ’silo-ed’ and even more so when there is little, if any, communication between c/s and marketing. From a c/s rep view – more than not c/s reps find themselves in the embarrassing situation of hearing about about a marketing initiatives from a customer. Not only does the customer loose but sure makes the c/s rep’s job harder not to be in that information loop.

]]> By: Lewis Green http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19896 Lewis Green Sun, 20 Jan 2008 16:09:19 +0000 http://customersrock.wordpress.com/2008/01/18/customer-service-event-and-call-for-authors/#comment-19896 Becky, I think customer service has always been a part of marketing and for at least two decades (maybe more) an argument about where customer service should sit has ensued. More than a few believe it belongs in the Marketing Department. I have no position, as I believe the argument is bogus, as departments still act like silos and until they are integrated and aligned, businesses and customers alike suffer. Becky,

I think customer service has always been a part of marketing and for at least two decades (maybe more) an argument about where customer service should sit has ensued. More than a few believe it belongs in the Marketing Department. I have no position, as I believe the argument is bogus, as departments still act like silos and until they are integrated and aligned, businesses and customers alike suffer.

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