5 PR Crisis Lessons from the Tide Pod Challenge

Image source: Mike Mozart via Flickr A PR crisis typically involves employee mistakes or malfeasance, natural or manmade disasters, or regulatory actions. The Tide Pod Challenge demonstrated how young consumers intentionally misused a company’s product and created yet another kind public relations dilemma. In the…

You’re Doing It Wrong: What to Measure in Customer Service

Image source: Pixabay.com Last week, I shared how early on in my career I managed a technical support and customer service center and service was considered a cost center and a necessary evil. How times have changed, and how far most companies have come in…

You’re Doing It Wrong: Why Customer Service Is More Than A Cost Center

Image source: Pixabay.com Several years ago, I got my start in customer service in a call center for a major software corporation. I didn’t start at the top or even in the middle; I was a frontline technical support analyst. Over time, I advanced in…

Resolve to Connect Customer Service To Other Teams in 2018

Source: Pexels.com The critical importance of customer service has become increasingly clear to companies across industries. A survey by Forbes magazine found over half of respondents (59%) reported a bad experience caused them to stop buying from a company. On a more positive note, Bain…

Copyright © 2018 MINDSCULPT.ME