Lee Petrie

34 Flips | 3 Magazines | 7 Likes | 3 Following | 7 Followers | @Lee_Petrie_ | Keep up with Lee Petrie on Flipboard, a place to see the stories, photos, and updates that matter to you. Flipboard creates a personalized magazine full of everything, from world news to life’s great moments. Download Flipboard for free and search for “Lee Petrie”

The 1 Painfully Obvious Reason Nobody Follows You on Social Media

Unless you're willing to do social media the right way, don't even bother.<p>The social-media world is in need of some serious tough love.<p>I am the social-media director at Idea Booth in downtown Chicago. I have run social-media accounts for both big brands and small brands, as well as individuals and …

Twitter Working On Facebook-Like Feature

Twitter is testing a new feature to help users get faster customer support from businesses they follow on the platform. The micro-blogging firm is …

Ex-Sage CFO to join JUST EAT as finance chief

<b>ONE OF THE UK’s</b> most experienced plc finance chiefs has joined online takeaway delivery business JUST EAT as its CFO.<p>Paul Harrison, who has served as</b> …

INFOGRAPHIC: The Financial Impact of Customer Service

There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering a satisfying …

Facebook's Messenger Bots Will Change The Way Businesses Think About Customer Service

Facebook has enormous ambitions for its chat app, Messenger. So big, that it doesn’t even think of Messenger as an app. Facebook thinks of Messenger …

10 Knowledge Base Examples That Get It Right

The speed and ease with which a customer is able to find a solution to their problem is all part of a great customer experience.<p>A knowledge base is …

7 Essential Tips for the Best Company Knowledge Base

Knowledge is your company's primary competitive advantage, born of experience and unique insight. It also identifies and addresses specific market …

Employment

How mobile commerce is changing customer service

It’s no secret that mobile is rapidly becoming the end-all-be-all in consumption. In fact, in 2015, nearly half of Google search traffic came from mobile devices. On average, Americans spend about five hours a day on their phones! Forrester calls this the “Mobile Mind Shift” — the expectation that …

4 Technology Trends Improving Customer Experience in 2016

Customer experience is the one area where a business can truly differentiate itself from competitors. We’re already seeing some exciting innovations …

Reacting to Metrics: How to Use Data to Make Concrete Social Media Marketing Improvements

Metrics aren’t perfect.But if you can’t measure something, you have no idea whether it’s working or not.While metrics don’t always tell the whole …

5 Ways to get SEO Traffic in a Hard Niche

It’s one of the biggest challenges when it comes to SEO.You can read about tons of different SEO tactics on various blogs, but <i>will they work for …

Creating the Ultimate Customer Portal

So far in this 3-part series on creating the ultimate customer portal, we've talked about the user interface design and location of the customer …

Customers

Creating the Ultimate Customer Portal: Design

I receive more questions about customer portals, i.e., the web self-service site, than just about anything else. It is a topic that continues to be …

Creating the Ultimate Customer Portal: Function

In this three-part blog series, I’m answering some of the most common questions I receive about how organizations can go about creating the ultimate …

9 Steps to Self-Service Empowerment

What was once a nice-to-have option is now mandatory for any company that wants to deliver the highest quality customer service. Self-service is now …

Irrevo

Irrevo

Irrevo

Irrevo

Customer Service | Microsoft Dynamics 365

Effortless customer service begins here<p>Engage with customers on any channel or device<p>Deliver effortless experiences on your customers’ terms, through …

The 6 Step Guide to Mapping Your Support Journey

Do you know what your support process looks like to a customer? It’s pretty easy to see what it looks like on your side. Internally, you get a …

Knowledge Management in an Omni-channel World

Too many companies force their customer service reps to reinvent the wheel with every customer interaction. If a clear, standardized solution is not …

Designing and starting up a customer-experience transformation

To successfully initiate a broad improvement program, decide on a structure, select the sequence that’s right for your type of company, and don’t …

Webinar - Preparing for the Next Evolution of Self Service

<b>Presented by Irrevo, Inbenta, and PTC</b><p>Speakers:<p><b>Melissa Burch</b><br>Knowledge Strategist, Irrevo <br>Read Bio<p>Melissa has been involved in knowledge management …

Let Them Go! Make Your Customers Independent

So, for those of us who aren’t 13 year old girls, we started off with a reference from the movie Frozen. Now, when I say let your customers go, I …

Digital in 2016

We Are Social's comprehensive new Digital in 2016 report presents internet, social media, and mobile usage statistics and trends from all over the world. It contains more than 500 infographics, including global data snapshots, regional overviews, and in-depth profiles of the digital landscapes in …

5 Top Customer Service Articles For the Week of March 14, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my …

7 Realistic Customer Service Trends for 2016

<i>"In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that</i> …

Customer Experience

3 Challenges to the Growing Trend of User Self-Service

<b>“Self Service is becoming more widely accepted, and, in some case, it’s becoming more widely preferred.” – Shep Hyken</b><p>With ample technology available, …