Maintain your customer service edge

The Blog is a storehouse of support guru best practices, infographics, and social media strategies that you can use to perfect your brand of hero-quality customer service.

Brian Makas

Brian Makas

Brian Makas is the Director of Marketing Technology & Business Intelligence at ThomasNet. His goal is to identify where technology can be strategically applied to solve day to day problems as well as drive the business forward.

Creating A Support Center That Will Delight Your Customers

What’s the first thing that comes to mind when you’re forced to use a company’s FAQ or self-service site before you can talk to an actual human being? Is it inconvenient, inaccurate, impersonal, annoying or maybe even complete waste of time? That could be because self-service options are often looked at by companies as a… Read more »

The Real Connection of Social Media and Ecommerce

Why should I trust you? No matter what business you’re in, that will always be the first question your prospects will ask.  In the brick and mortar world, there are a number of things people ask themselves to answer that question: Am I the only one in the store? Is the store poorly maintained? Are… Read more »

Social Media Etiquette: Good Behavior Has Its Benefits

When Judith Martin first started her Miss Manners advice column in the 1970s, there was no such thing as blogs, forums or social media. So, when Judith made statements like: “You can deny all you want that there is etiquette, and a lot of people do in everyday life. But if you behave in a… Read more »

The Gamification of Business: Rewards, Motivation and Competition

Every person at some point has played a game. Games are fun, engaging, they’ve enabled us to learn and explore new things. And with the explosion of mobile apps, games are becoming a part of our social experiences and have shifted the cultural landscape of how we participate, learn and play. To learn more about… Read more »

How to Get Customer Reviews

Let’s face it, the idea of sitting down to write down customer reviews, even for products we’d recommend to our friends in a heartbeat, sounds almost as exciting as getting a root canal.  What do I say, how do I start, why does it matter … you know what … I’m just too busy. For… Read more »

Handling a Social Media Crisis: What To Do When Tweeting Goes Bad

It’s a well-known, however ironic, fact that people think more highly of companies providing top-notch customer service than those companies that they’ve never had an issue with. While you’d never want to create an artificial incident just for the chance to respond, opening up, in detail, about exactly what occurred behind the scenes when a real incident has occurred can often lead to better brand recognition and customer loyalty.

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