Purpose of this Customer Service Blog This blog helps you improve your customer service by providing articles, opinions, commentary and many related resources. The blog is for a general audience, including beginners and those advanced in customer service. The benefits of strong customer service are many, including that it ensures: Clear understanding of your customer’s …

I’m Barb Lyon and I’m the host of this blog. You can read more about me next to my picture in the sidebar. This blog will be about various aspects of customer service, will focus especially on practical tips and tools, and will include posts from guest writers. You can learn more about this blog …

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Does the Pope have an in-house public relations team, or is the Vatican getting expensive, or pro bono, outside counsel to handle the latest, growing scandal over the actions — and an alleged cover-up by pre-pope Ratzinger, then a Cardinal, The Vatican’s Public Relation blunders include Hell’s 10th Circle? others — of one particularly notorious …

My clients, and my kids, have been told that there are four ways that they can be perceived as lying: Dishonesty by commission — literally saying black is white. Dishonesty by omission — leaving important information out of your communications. Dishonesty by understatement for the purpose of obfuscating the truth. Dishonesty by overstatement for the …

In Christine’s video, you’ll learn how they make user reviews more relevant and how they integrate customer support using Twitter. Learn how they utilize other key tactics: Customers can share their experience with a ‘Publish to Facebook’ option after submitting their e-file Facebook news feeds for 30% higher conversion than advertising Creating community in which customers help each other

Impact of a Mission on Organization Development For centuries there was only one bottom line: profitability. Then people and companies interested in making the world a better place, not just making money, decided social impact should have equal billing. Fair enough. A bit later, environmental impact demanded a place at the table, so now we …

(Much of this blog post was published in April of 2010. This post is republished now with additional information from guest blogger, Alan Hough, whose valuable comments are added later on below.) A common question about Boards is “How many members should we have?” Usually that question spawns a range of answers. For for-profits, some …

In this post, we’ll discuss one of the most important phases in strategic planning – a phase that far too often is forgotten, resulting in plans that sit untouched on shelves. The plan for a plan should be developed by a Planning Committee and should answer 15 important questions — do this before the planners …