Author Archives: Jan Ryan

Customer service has taken on a more strategic role in business in the last five years. But an interesting paradox is at work – as contact centers become more sophisticated, consumers have actually grown more frustrated and dissatisfied with the service they’ve received. Enter the rise of social media and the uberconnected customer. The reality of social technologies is that customers are moving at a much faster pace than companies. They expect responsive resolution of their concerns whenever and wherever they are. The combination of mobile devices and social media are finding many businesses unable to cope. In an age … Read More

For years it was commonly assumed that Marketing owned the love comments about a company, and Customer Service owned the hate comments. But leaders in Customer Service today are fast recognizing the need for change. They’re now asking questions such as — what are we doing today to drive customers up the brand advocacy ladder or moving them toward evangelism because of a wonderful customer service experience? The notion that social media is just a replacement to the 1800 number when you have a complaint is overlooking one of this generation’s most important new enablers for connecting to customers and … Read More