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#custserv
2011-05-18 to 2011-05-18 115 contributors
1009 Twitter search results 310 retweets 370 @replies 27 links

Time User Tweet

2011-05-18 1:00 am barrypeters with @exal_online. in general how to get things done w/on
bureaucracy! #custserv
2011-05-18 1:00 am adarchan RT @JeffreyJKingman: You can also join us on facebook at
http://www.facebook.com/custservchat #custserv
2011-05-18 1:00 am barrypeters @Reaburn hi Chris! #custserv
2011-05-18 1:00 am gregortbach @adarchan So glad you're here! #custserv
2011-05-18 1:00 am JeffreyJKingman And join us in LinkedIn at http://linkd.in/kMsAZc #custserv
2011-05-18 1:00 am ImMarkBernhardt insulation is keyword RT @GregOrtbach: Hard to feel the #custserv
impact with so many layers of insulation (small biz vs. big biz)
#custserv
2011-05-18 1:00 am CustServGreeter Hello there @theflaggagency @ImMarkBernhardt @Reaburn
@Michael_Ludwig @mjayliebs @KidCriticUSA @adarchan
#custserv
2011-05-18 1:00 am Reaburn @barrypeters Hey Barry! good to see you. #custserv.
2011-05-18 1:01 am KateNasser RT @gregortbach: Hard to feel the #custserv impact with so many
layers of insulation (small biz vs. big biz) #custserv
2011-05-18 1:01 am Exal_online oh I didn't know about the #custserv Linkedin page. Neat :)
2011-05-18 1:01 am JeffreyJKingman Over 114,000 hashtag tweets since Apr 12 2010 mostly due to this
chat. #custserv
2011-05-18 1:01 am Aimee_Lucas Hey friends. Some extra tweets possible in the next 60 minutes
thanks to #custserv chat.
2011-05-18 1:01 am CustServGreeter @Reaburn Hello! Good to see your blue avatar, Chris. #custserv
2011-05-18 1:01 am marie_m_clark Hello all! Really looking forward to tonight's topicn #custserv
2011-05-18 1:01 am Michael_Ludwig Into: working for @Lexus on behalf of our customers for close to 3
years now. Before that retail with #custserv focus.
2011-05-18 1:02 am BobChieppa Social Media & digital #custserv 4 telcom. Oversee b2b community
and previously managed contact centers in my former life.
2011-05-18 1:02 am Exal_online @JeffreyJKingman and responsible for at least 2-3 #failwhales
#custserv #sorrytwitter
2011-05-18 1:02 am ImMarkBernhardt Hello, @RoyAtkinson / @CustServGreeter #custserv
2011-05-18 1:02 am berkson0 Great! RT @GregOrtbach: 20 minutes until #custserv - the fastest
hour on twitter! Teaser: http://bit.ly/k2heUf
2011-05-18 1:02 am anikanov In small business any new idea (included those related to #custserv )
does not have to be cleared by Legal first.
2011-05-18 1:02 am gregortbach @JeffreyJKingman >Now there's a stat I was looking for earlier today
;) RT Over 114,000 hashtag tweets since Apr 12 2010 #custserv
2011-05-18 1:02 am LovelyLu Evening! #custserv
2011-05-18 1:02 am MarshaCollier Hi there #custserv I'm co-founder w @JeffreyJkingman abd author of
the Ultimate online Customer Service Guide http://bit.ly/custsrv &
 others
2011-05-18 1:02 am KatCaverly @MargieClayman join me on #custserv would love to see your
*voice* in this discussion
2011-05-18 1:02 am CustServGreeter We'll miss you @RichardNatoli @action_jay #custserv
2011-05-18 1:02 am theflaggagency RT @JeffreyJKingman: Over 114,000 hashtag tweets since Apr 12
2010 mostly due to this chat. #custserv
2011-05-18 1:03 am JeffreyJKingman Let's rock - it! #custserv
2011-05-18 1:03 am barrypeters @LovelyLu Loooooo! #custserv
2011-05-18 1:03 am BobChieppa Good Evening @CustServGreeter @theflaggagency
@ImMarkBernhardt @Reaburn @Michael_Ludwig @mjayliebs
@KidCriticUSA @adarchan #custserv
2011-05-18 1:03 am gregortbach Thanks for the mention! @berkson0 and @ImMarkBernhardt,
n@KateNass for the RT s #custserv
2011-05-18 1:03 am mjayliebs Work for Sword Ciboodle, think about the connection of new channels
with traditional ones. n #custserv
2011-05-18 1:03 am Starbucker Hi, Starbucker here- 23 years in #custserv biz (cable TV). 5 years in
Soc. Media. Gr8 to have a chat devoted to #custserv!
2011-05-18 1:03 am KatCaverly @MarshaCollier @JeffreyJkingman thank you both! #custserv
2011-05-18 1:03 am Reaburn Assumed small biz outperforms b/c leaders / decision makers too
many layers removed fr #custserv front line. But are other factors in
play?
2011-05-18 1:03 am MarshaCollier Tomorrow, please visit scribd for a transcript of the evening's
#custserv festivities
2011-05-18 1:03 am CustServGreeter @ImMarkBernhardt Howdy! #custserv
2011-05-18 1:03 am LovelyLu @barrypeters Barrrrryyyyyyyyy! #custserv
2011-05-18 1:03 am marie_m_clark RT @anikanov: In small biz any new idea does not have to be cleared
by Legal first <and they generally give empl more pwr to help
#custserv
2011-05-18 1:03 am Exal_online Who is in charge of social media in small business? Tough to have a
socialmedia team #custserv
2011-05-18 1:03 am JeffreyJKingman @Starbucker Hey Local! :) #custserv
2011-05-18 1:04 am sharifrenno Good evening #custserv twitterers! I'll catch up when I can from the
mobile. Have a great chat all.
2011-05-18 1:04 am KatCaverly #custserv is an opportunity, a real growth area for all businesses.
2011-05-18 1:04 am ImMarkBernhardt Hiya! RT @bobchieppa: Good Evening @CustServGreeter
@theflaggagency @Reaburn @Michael_Ludwig @mjayliebs
@KidCriticUSA @adarchan #custserv
2011-05-18 1:04 am Natasha_D_G Hello, hello hello everyone! #custserv
2011-05-18 1:04 am theflaggagency RT @CustServGreeter: Hello there @theflaggagency
@ImMarkBernhardt @Reaburn @Michael_Ludwig @mjayliebs
@KidCriticUSA @adarchan #custserv
2011-05-18 1:04 am gregortbach Less steps for measuring impact in small biz - if it's broken fix it; not
let's launch a 6 month survey to see what's broken! #custserv
2011-05-18 1:04 am glfceo hi #custserv I am here 2 represent myself :) <I was told to say so>
many years in CRM space!
2011-05-18 1:04 am CustServGreeter Hello and welcome @jantallent @LovelyLu #custserv
2011-05-18 1:04 am Reaburn I'd trademark "blue avatar" but James cameron beat me 2 it. RT
@CustServGreeter: @Reaburn Good to see your blue avatar, Chris.
#custserv
2011-05-18 1:04 am JeffreyJKingman TOPIC: What can Big Biz learn about customer service from SMALL
 biz? @MarshaCollier leads w/Qs #custserv
2011-05-18 1:04 am MargieClayman @MarshaCollier Hello Marsha and my ole #custserv family :) cc
@KatCaverly
2011-05-18 1:04 am marie_m_clark Oops, jumped right in & forgot intro: 20 yrs in #custserv, first 10 in
classroom serving kids and parents, last 10 in corporate #custserv
2011-05-18 1:04 am CustServGreeter @Starbucker Hi, Terry! Welcome #custserv
2011-05-18 1:04 am valeriescheder Listening in for 1rst time #custserv @bobchieppa.Big Biz can still do
it well. All about empowering the cust facing teams like a small biz
2011-05-18 1:05 am mjayliebs @glfceo We would not have it any other way T #custserv
2011-05-18 1:05 am ImMarkBernhardt Evening, Louise! RT @LovelyLu: Evening! #custserv
2011-05-18 1:05 am royatkinson RT @MarshaCollier: Tomorrow, please visit scribd for a transcript of
the evening's #custserv festivities
2011-05-18 1:05 am MargieClayman @MarshaCollier I think big biz can learn something
2011-05-18 1:05 am MarshaCollier This week is National Small Business Week http://bit.ly/mCGR2e and
in tribute, we ask tonight's #custserv question
2011-05-18 1:05 am glfceo @mjayliebs LOL <the rest.. in person> #custserv
2011-05-18 1:05 am theflaggagency RT @MarshaCollier: This week is National Small Business Week
http://bit.ly/mCGR2e and in tribute, we ask tonight's #custserv
question
2011-05-18 1:05 am gregortbach If I were OZ, I'd grant you #bluevatar ;) @Reaburn
@CustServGreeter #custserv
2011-05-18 1:05 am JeffreyJKingman @MargieClayman Welcome back! We missed you.. #custserv
2011-05-18 1:05 am KatCaverly @MargieClayman looking forward to tonight's topic @MarshaCollier
#custserv
2011-05-18 1:05 am Exal_online oh, I also do social media for a local hobby store @Quantum_Games
along with Shaw #custserv
2011-05-18 1:05 am robinmccu big biz customers get lost in the process of measurementsn
#custserv
2011-05-18 1:05 am Vivisimo_Inc Hi All! Tracey Mustacchio here, VP Mktg at Vivisimo #custserv
2011-05-18 1:05 am barrypeters @MargieClayman @MarshaCollier @KatCaverly hi Margie et al!n
#custserv
2011-05-18 1:05 am LovelyLu @CustServGreeter SO nice to see you this week! #custserv
2011-05-18 1:05 am MarshaCollier "What can BIG Biz Learn from SMALL Biz about #custserv?"
#SBW2011
2011-05-18 1:05 am danielnewmanUV Good Evening #Custserv - I love this subject. Been writing about it a
lot lately!
2011-05-18 1:06 am Reaburn much appreciated! RT @GregOrtbach: If I were OZ, I'd grant you
#bluevatar ;) @Reaburn @CustServGreeter #custserv
2011-05-18 1:06 am KarenLocker Hi all, I think I actually made it in time tonight :-) n #custserv
2011-05-18 1:06 am RichardNatoli Maybe its just me, but the notion the size of the company has
anything to do with #custserv is a bit "off" to me.
2011-05-18 1:06 am gregortbach I like this - and the fact it's much easier for small biz to look clients in
the eye @MargieClayman @MarshaCollier #custserv
2011-05-18 1:06 am Aimee_Lucas @Reaburn Perhaps small biz also feels more strongly that each
customer "counts" than lg. biz and serves them accordingly
#custserv
2011-05-18 1:06 am ekolsky since rapture is on saturday, i figured i'd spent the last tuesday in my
life at #CustServ - i am with me
2011-05-18 1:06 am Starbucker @JeffreyJKingman Hey. Long time listener, first time caller.
#custserv :-)
2011-05-18 1:06 am barrypeters @KarenLocker Karen, long time. hope ur well... #custserv
2011-05-18 1:06 am MarshaCollier Q!: Does the close held manner of most small businesses promote a
better culture for #custserv ?
2011-05-18 1:06 am Exal_online Does small business have enough content to have big challenges in
social media? #custserv
2011-05-18 1:06 am glfceo @ekolsky you are with .. you! awesome! #CustServ
2011-05-18 1:06 am MargieClayman @JeffreyJKingman Hi Jeff! I know, I am like that relative who
disappears for months on end. Awful...:) #custserv
2011-05-18 1:06 am JeffreyJKingman LOL RT @ekolsky: since rapture is on saturday, i figured id spent the
last tuesday in my life at #CustServ - i am with me #custserv
2011-05-18 1:06 am Marcio_Saito Good evening #custserv - a bit late and multitasking tonight
2011-05-18 1:07 am Michael_Ludwig Large biz can learn that although they may have a large amount of
customers, each customer is equally as important. #custserv
2011-05-18 1:07 am Natasha_D_G @RichardNatoli @danielnewmanUV Helllllo gents! #custserv
2011-05-18 1:07 am gregortbach @RichardNatoli Respectfully disagree from the "small enough to be
stealthy" perspective. #custserv
2011-05-18 1:07 am danielnewmanUV I think company size has a lot to do with #custserv - given that
EVERYONE contributes to Total Customer Experience cc
@tobeydeys
2011-05-18 1:07 am KatCaverly Join the conversation RT @MarshaCollier: "What can BIG Biz Learn
from SMALL Biz about #custserv?" #SBW2011
2011-05-18 1:07 am Greetums Join the conversation RT @MarshaCollier: "What can BIG Biz Learn
from SMALL Biz about #custserv?" #SBW2011
2011-05-18 1:07 am barrypeters @RichardNatoli my man! so what attribute of a firm makes it
successful? #custserv
2011-05-18 1:07 am JeffreyJKingman RT @MarshaCollier: Q1: Does the close held manner of most small
businesses promote a better culture for #custserv ? #custserv
2011-05-18 1:07 am MargieClayman @GregOrtbach small biz doesn't have as much room to hide :) cc
@MarshaCollier #custserv
2011-05-18 1:07 am darcykieran Everybody who has a job is in #custserv - whether or not s/he
realizes it.
2011-05-18 1:07 am CustServGreeter Hello and welcome @sharifrenno @Natasha_D_G @glfceo
@MargieClayman @valeriescheder @robinmccu @Vivisimo_Inc
@danielnewmanUV #custserv
2011-05-18 1:07 am KarenLocker @barrypeters things have been crazy with the little ones but all is
well, thanks for asking #custserv
2011-05-18 1:07 am InteliWISE RT @MarshaColliernThis week is National Small Business Week
http://bit.ly/mCGR2e and in tribute, we ask tonight's #custserv
question
2011-05-18 1:07 am marie_m_clark @RichardNatoli company size should not have anything to do with it,
but legal concerns seem to trump #custserv #custserv
2011-05-18 1:07 am MarshaCollier @Exal_online Small business has plenty of content. They have to use
their head to figure it out #custserv
2011-05-18 1:07 am mjayliebs A1: Big Business can learn that personality is a positive, not a
negative - I learned that from @ekolsky #custserv
2011-05-18 1:07 am JeffreyJKingman Q1: Does the close held manner of most small businesses promote a
better culture for #custserv? via @MarshaCollier #custserv
2011-05-18 1:07 am gregortbach True! RT @MargieClayman: @GregOrtbach small biz doesnt have as
much room to hide :) cc @MarshaCollier #custserv
2011-05-18 1:07 am AndreaMemenas Hi #custserv. Excited about tonight's question.
2011-05-18 1:07 am Starbucker RT @MarshaCollier: "What can BIG Biz Learn from SMALL Biz about
#custserv?" #SBW2011 (It should always be personal, not matter
the size)
2011-05-18 1:08 am oinonio Worst #custserv recently? #comcast.
2011-05-18 1:08 am theflaggagency @MarshaCollier A1 Since we are sales, marketing, bathroom
cleanup, etc. We can make decisions about #custserv on the fly
without 47 meetings
2011-05-18 1:08 am BobChieppa @valeriescheder Requires great leadership of Big Biz to empower
#custserv. It's a "tougher" job for big biz vs. Small Biz
2011-05-18 1:08 am MarshaCollier @mjayliebs Let us know how the personality is a positive in
#custserv
2011-05-18 1:08 am danielnewmanUV A1: Every employee is a touch point. Larger organization have more
touch points to create #custserv blunder. I think small biz has
advantage
2011-05-18 1:08 am KatCaverly @danielnewmanUV then a large company can devote more than one
on one #custserv instead a whole support TEAM
2011-05-18 1:08 am RichardNatoli @barrypeters Service is a culture...a personality. Doesn't matter what
the company size is if it is led by the right team. #custserv
2011-05-18 1:08 am ImMarkBernhardt Self-intro: Entrepreneur since 1998, partner at #marketing firm,
experience architect, #custserv begins & ends w/ me
2011-05-18 1:08 am CustServGreeter Hello there @KarenLocker @Aimee_Lucas @ekolsky #custserv
2011-05-18 1:08 am KateNasser Smallbiz live the heart of customer service. Larger biz focus on
measuring whether customer service is valuable. #custserv
2011-05-18 1:08 am ekolsky #CustServ - A1: it is not possible, nor should you want to, scale a
small biz custserv model - but you can learn lessons from them
2011-05-18 1:08 am glfceo #custserv the culture of the company matters more than the size
2011-05-18 1:08 am gregortbach @Starbucker @AndreaMemenas Glad you're here! #custserv
2011-05-18 1:08 am berkson0 Uh huh. RT @darcykieran: Everybody who has a job is in #custserv -
whether or not s/he realizes it.
2011-05-18 1:08 am house_clean RT @Starbucker: RT @MarshaCollier: "What can BIG Biz Learn from
SMALL Biz about #custserv?" #SBW2011 (It should always be
personal, not matter the size)
2011-05-18 1:08 am naeem RT @glfceo: #custserv the culture of the company matters more than
the size
2011-05-18 1:08 am soniafarace Good evening @CustServGreeter @JeffreyJKingman
@MarshaCollier & faithful followers of this great tweetchat #custserv
2011-05-18 1:08 am adarchan in my experience, part of small business customer service is
discounting. large firms may not have flexibility. #custserv
2011-05-18 1:08 am decisionstats RT @mjayliebs: A1: Big Business can learn that personality is a
positive, not a negative - I learned that from @ekolsky #custserv
2011-05-18 1:08 am sharifrenno Its all about the relationship! People engaging w/ people. RT:
@MarshaCollier: What can BIG Biz Learn from SMALL Biz about
#custserv?
2011-05-18 1:08 am KateNasser RT @glfceo: #custserv the culture of the company matters more than
the size #custserv
2011-05-18 1:08 am MarshaCollier @theflaggagency You clearly understand the benefits of changing on
a dime, to correct #custserv issues
2011-05-18 1:08 am Exal_online The challenge I have with @Quantum_Games is getting the owner to
help me out with products and sales! #custserv
#supertinysmallbusiness
2011-05-18 1:08 am Reaburn @RichardNatoli I don't know that I'd agree w/ "nothing" (there are
some tendencies) but each has some natural strengths w/r/t
#custserv
2011-05-18 1:09 am AndreaMemenas Small businesses, in general, are better at treating customers as
individuals. #custserv
2011-05-18 1:09 am danielnewmanUV #custserv teams need to go away. Every employee needs to
represent the customer experience. Not a department.
2011-05-18 1:09 am robinmccu RT @KateNasser: Smallbiz live the heart of customer service. Larger
biz focus on measuring whether customer service is valuable.
#custserv
2011-05-18 1:09 am ImMarkBernhardt RT @Aimee_Lucas: @Reaburn Perhaps small biz also feels more
strongly that each customer "counts" than lg. biz and serves them
accordingly #custserv
2011-05-18 1:09 am UnitedLinen A1: yes, because everyone is in it to win it. There's no hiding
#custserv
2011-05-18 1:09 am gregortbach @soniafarace Great to see you Sonia! #custserv
2011-05-18 1:09 am danielnewmanUV RT @KatCaverly: @danielnewmanUV then a large company can
devote more than one on one #custserv instead a whole support
TEAM // YES!
2011-05-18 1:09 am mjayliebs @MarshaCollier People trust people, buy from people - personality
adds a human element, small biz have, Big biz lack #custserv
2011-05-18 1:09 am mortimersnerddd RT @KateNasser: RT @glfceo: #custserv the culture of the company
matters more than the size #custserv
2011-05-18 1:09 am Starbucker @CustServGreeter Hi! Should have been here long ago, #custserv is
a longtime passion.
2011-05-18 1:09 am Exal_online @AndreaMemenas I disagree. Small businesses sometimes can't
handle "The customer is right" issues #custserv
2011-05-18 1:09 am chadschomber What she said. RT @AndreaMemenas: Hi #custserv. Excited about
tonight's question.
2011-05-18 1:09 am Vivisimo_Inc A1: As orgs grow sometimes they forget why they grew - more
info/depts to manage may forget the details #custserv
2011-05-18 1:09 am gregortbach On the flip side, even big biz can become small biz if they don't have
a handle on #custserv
2011-05-18 1:09 am RichardNatoli @Reaburn USAA seems to be a rather..ummm.. huge company, yet
their service is better than 95% of small biz if you ask me. #custserv
2011-05-18 1:09 am MarshaCollier @glfceo Can a small business promote culture better without layers?
#custserv
2011-05-18 1:09 am ekolsky @Exal_online that is because the customer is not always right -- small
biz that learn that, are better off #custserv
2011-05-18 1:09 am AndreaMemenas They're able to offer a more personalized experience because they
are closer to the customer. #custserv
2011-05-18 1:10 am LovelyLu A1 That "Mom and Pop" feel makes everyone feel welcome - not
always possible to emulate, but can still make people feel important.
#custserv
2011-05-18 1:10 am KateNasser Smallbiz customer service one-to-one. Larger biz have two customers
- the customer and the stockholder. Game changer! #custserv
2011-05-18 1:10 am theflaggagency @MarshaCollier Thanks. Twitter has allowed big companies to offer
up #custserv but not every customer is on twitter.
2011-05-18 1:10 am gammill @MarshaCollier It can and I'd like to think it does, but its not my
actual experience. n #custserv
2011-05-18 1:10 am Natasha_D_G @mjayliebs @MarshaCollier - friends buy from friends #custserv
2011-05-18 1:10 am KateNasser RT @AndreaMemenas: Theyre able to offer a more personalized
experience because they are closer to the customer. #custserv
2011-05-18 1:10 am MarshaCollier @ekolsky I might disagree, the internet if full of small sellers who are
expert at #CustServ
2011-05-18 1:10 am Michael_Ludwig Large businesses need to realize if they can lose one customer, they
can lose them all. #custserv
2011-05-18 1:10 am Vivisimo_Inc RT @AndreaMemenas: Theyre able to offer a more personalized
experience because they are closer to the customer. #custserv
2011-05-18 1:10 am MarshaCollier RT @Natasha_D_G: @mjayliebs @MarshaCollier - friends buy from
friends #custserv
2011-05-18 1:10 am ekolsky #CustServ the role of customers service is not making people feel
special, it is to solve problems within expectations - no matter biz size
2011-05-18 1:10 am Reaburn @RichardNatoli Don't disagree there are examples of big biz that are
great, and small biz that are awful at #custserv
2011-05-18 1:10 am soniafarace .@gregortbach great to see you too, hoping I'm up to the task to one
of the fastest twetchats in town #custserv
2011-05-18 1:10 am CustServGreeter Hello there @soniafarace @darcykieran @InteliWISE
@AndreaMemenas @house_clean @KateNasser @decisionstats
#custserv
2011-05-18 1:10 am glfceo @MarshaCollier do not think so - small businesses are not immune 2
bad leadership or culture #custserv
2011-05-18 1:11 am Vivisimo_Inc @Michael_Ludwig Hi Michael! #custserv
2011-05-18 1:11 am theflaggagency @Natasha_D_G Not everyone will by from their friends though as
sometimes friends want it for free! #custserv
2011-05-18 1:11 am AndreaMemenas Small biz "exec mgmt" is often on the front lines which allows them to
better understand the customer. #custserv
2011-05-18 1:11 am Vivisimo_Inc RT @Michael_Ludwig: Large businesses need to realize if they can
lose one customer, they can lose them all. #custserv
2011-05-18 1:11 am Reaburn @RichardNatoli But would say that there are some natural strengths
of each #custserv
2011-05-18 1:11 am valeriescheder @BobChieppa true that it is tougher, but still possible. Leaders need
to trust and not put too many controls/scripts #custserv
2011-05-18 1:11 am berkson0 For small biz, customers have identities. Larger biz turns them into
statistics #custserv
2011-05-18 1:11 am seanbell @mjayliebs True - Small Biz has the best opportunity to be disruptive
now. But the least training for it. @MarshaCollier #custserv
2011-05-18 1:11 am ImMarkBernhardt #custserv Q1: smbiz staff often wear more than one hat. We all wear
#custserv hat in my office.
2011-05-18 1:11 am gregortbach The key is making every client FEEL like a big client > that's 1 of the
greatest compliments I've been paid. #custserv
2011-05-18 1:11 am MarshaCollier Every business deals with a customer one on one But the stockholder
wildcard is what often causes issues! @KateNasser #custserv
2011-05-18 1:11 am UnitedLinen Hi @glfceo #custserv
2011-05-18 1:11 am ekolsky @MarshaCollier wait, i spouted many things... what are you
disagreeing with? :-) #CustServ
2011-05-18 1:11 am Reaburn @RichardNatoli example: small biz has natural advantage in empathy
via proximity #custserv
2011-05-18 1:11 am gregortbach Yes RT @berkson0: For small biz, customers have identities. Larger
biz turns them into statistics #custserv
2011-05-18 1:11 am danielnewmanUV RT @berkson0: For small biz, customers have identities. Larger biz
turns them into statistics #custserv // And this is a mistake!
2011-05-18 1:12 am anikanov @MarshaCollier Many small businesses do not have a strong culture
- it may be just a reflection of owner persona, good or bad. #custserv
2011-05-18 1:12 am KarenLocker with small business, every department is the job of very few people,
so the message to customers is same across all depts #custserv
2011-05-18 1:12 am marie_m_clark RT @glfceo: @MarshaCollier small businesses are not immune 2 bad
leadership or culture < but sm biz collapse more quickly #custserv
2011-05-18 1:12 am glfceo #custserv small businesses potentially have more consistency in
good or bad #custserv :)
2011-05-18 1:12 am KidCriticUSA @Zappos_Service has both, does it right! RT @katenasser @glfceo
A company's culture matters more than the size #custserv
2011-05-18 1:12 am Reaburn @RichardNatoli on the other hand, big biz has natural advantage
(one, anyway) in reliability, via standardization #custserv
2011-05-18 1:12 am teriel RT @KarenLocker: with small business, every department is the job
of very few people, so the message to customers is same across all
depts #custserv
2011-05-18 1:12 am Exal_online I've always preferred support from Large Business. Less hassles,
faster service, more options. better #Custserv ice
2011-05-18 1:12 am Starbucker A large co. can act "small", if they can push a "personal service"
philosophy all the way down. Hard to do, but rewards are gr8
#custserv
2011-05-18 1:12 am AliHandscomb RT @danielnewmanUV: #custserv teams need to go away. Every
employee needs to represent the customer experience. Not a
department.
2011-05-18 1:12 am MarshaCollier @ekolsky Just really adding in that for a small business to succeed
they often need to have nbetter #CustServ than big biz
2011-05-18 1:12 am LovelyLu Good customer service is getting the problem solved in a timely
personable manner, good customer exp =loyalty #custserv
2011-05-18 1:12 am RichardNatoli @Reaburn Perhaps, but small biz also has proximity of maniac
entrepreneurs that put their ego over your satisfaction. #custserv
2011-05-18 1:12 am CustServGreeter Hello and welcome @UnitedLinen @mortimersnerddd
@chadschomber @gammill @valeriescheder @seanbell #custserv
2011-05-18 1:12 am mjayliebs @ekolsky It may not be the role, but in small biz it is much easier to
do, thus exceed expectations - the personal touch #custserv
2011-05-18 1:12 am ekolsky RT @MarshaCollier: @ekolsky Just really adding in that for a small
business to succeed they often need to have nbetter #CustServ than
big biz
2011-05-18 1:13 am anikanov RT @berkson0: For small biz, customers have identities. Larger biz
turns them into statistics #custserv
2011-05-18 1:13 am gammill agree - “@glfceo: #custserv the culture of the company matters more
than the size”
2011-05-18 1:13 am Vivisimo_Inc V. true - how does org fix? RT @danielnewmanUV: RT @berkson0:
For small biz, cust have identities. Lg biz turns them into stat
#custserv
2011-05-18 1:13 am charlieisaacs #custserv I just joined and you are talking about size, not sure if I
have the right context...is this a clean hashtag?
2011-05-18 1:13 am danielnewmanUV Every employee has the opportunity to ruin the cust. experience - This
doesn't benefit the large org where 1 nobody reps everybody
#custserv
2011-05-18 1:13 am Starbucker @GregOrtbach @AndreaMemenas Good to be here, thanks!
#custserv
2011-05-18 1:13 am soniafarace w/#SocialMedia this could be fast RT @Michael_Ludwig: Large Biz
need 2 realize if they can lose 1 customer, they can lose them all
#custserv
2011-05-18 1:13 am Aimee_Lucas @Reaburn Very true - and that's the challenge. Not sure there is hard
& fast answer. Lessons to learn in both directions. #custserv
2011-05-18 1:13 am Marcio_Saito RT @berkson0: For small biz, customers have identities. Larger biz
turns them into statistics #custserv
2011-05-18 1:13 am catyfromfocus Is there a #CustServ chat happening tonight too? What are the
details??
2011-05-18 1:13 am valeriescheder @MarshaCollier Personality can make #custserv real vs scripted.
But for those that just want a quick answer, it may be annoying
2011-05-18 1:13 am AndreaMemenas @Exal_online I'm speaking in generalities and have very small
businesses in mind. #custserv
2011-05-18 1:13 am gregortbach @anikanov Greetings my friend - long time no talk! #custserv
2011-05-18 1:13 am theflaggagency RT @charlieisaacs: #custserv I just joined and you are talking about
size, not sure if I have the right context...is this a clean hashtag?
2011-05-18 1:13 am glfceo @charlieisaacs LOOOOOL #custserv
2011-05-18 1:13 am MarshaCollier @RichardNatoli LOL Maniacal, egotistical entrepreneurs also run BIG
business! #custserv
2011-05-18 1:13 am ekolsky @mjayliebs agree, but not necessary for differentiation or for good
#custserv -- bad personalized service is still bad service
2011-05-18 1:13 am KatCaverly @MarshaCollier stockholders are a special class of customers
@KateNasser #custserv
2011-05-18 1:13 am BobChieppa Not always, some customize experience @berkson0 For small biz,
customers have identities. Larger biz turns them into statistics
#custserv
2011-05-18 1:13 am Reaburn @RichardNatoli absolutely - there are plenty of small businesses that
are poor at #custserv
2011-05-18 1:14 am RichardNatoli Let's be honest. Small biz gets better reputation for service in many
cases because consumers expect less. It's not same scale.
#custserv
2011-05-18 1:14 am soniafarace .@anikanov Glad to see you ! #custserv
2011-05-18 1:14 am berkson0 @bobchieppa Yes. A generalization, but a common mistake.
#custserv
2011-05-18 1:14 am ImMarkBernhardt @catyfromfocus Welcome! Talking on topic of what small biz can
teach big biz about #custserv.
2011-05-18 1:14 am Michael_Ludwig Small biz treat each cust like they were their last. They lose 1 they
may have lost them all. Big orgs should have same thinking
#custserv
2011-05-18 1:14 am Aimee_Lucas RT @Starbucker: A large co. can act "small", if they can push a
"personal service" philosophy all the way down. Hard to do, but
rewards are gr8 #custserv
2011-05-18 1:14 am RichardNatoli @MarshaCollier Yes and the big biz guys ain't anywhere near the
phones or customers. #custserv
2011-05-18 1:14 am KarenLocker @RichardNatoli however maniac entrepreneurs will eventually be out
of business if they ignore customer satisfaction, #custserv
2011-05-18 1:14 am CustServGreeter Hello and welcome @AliHandscomb @anikanov @teriel
@charlieisaacs #custserv
2011-05-18 1:14 am mjayliebs I think many would agree what the lessons are (for the most part) -
the 2nd ? is can big biz execute and should they? #custserv
2011-05-18 1:14 am anikanov @GregOrtbach Yeah, could not make it to the chat last few weeks -
been in some weird time zones. #custserv
2011-05-18 1:14 am Reaburn @RichardNatoli I wonder if it feels like small biz is better at #custserv
because small size lends to personalization of the experience
2011-05-18 1:14 am KidCriticUSA True! RT @mjayliebs: We trust people to buy from - personality adds
human element, small biz have, Big biz lack #custserv
2011-05-18 1:14 am ekolsky RT @RichardNatoli: Small biz gets better reputation for service in
many cases because consumers expect less.#custserv || so wrong,
so wrong
2011-05-18 1:14 am marthasmith Yep. RT @AndreaMemenas: Small biz "exec mgmt" is often on the
front lines which allows them to better understand the customer.
#custserv
2011-05-18 1:14 am MarshaCollier @RichardNatoli Small business is held to the same standards as big
business, especially online #custserv
2011-05-18 1:14 am LovelyLu Big business can give a good customer experience... small business
listens - big can do the same. #custserv
2011-05-18 1:14 am robinmccu big or small world class cust serv =? great experience #custserv
2011-05-18 1:14 am Exal_online I keep forgetting to put #custserv in my tweets! #fail
2011-05-18 1:14 am barrypeters @MeghanMBiro @pegsta1 @DinoDinosaur1 @nimble @ilovegarick
dare I toggel bet #TChat and #custserv. #CPUgoboom
2011-05-18 1:14 am AndreaMemenas @Exal_online However, smaller businesses are usually more nimble
and can respond quicker and more personally than big biz. #custserv
2011-05-18 1:14 am CustServGreeter @catyfromfocus Tonight's topic is: "What can big business learn from
small business? #custserv
2011-05-18 1:15 am OurTownMagazine RT @MarshaCollier: Tonight's #custserv chat topic: "What can BIG
Biz Learn from SMALL Biz about #custserv?" 6p PT/9p ET
#SBW2011
2011-05-18 1:15 am RichardNatoli @KarenLocker Good point...one might venture a guess that if svc is
so important, that it could be a big reason small biz fails. #custserv
2011-05-18 1:15 am danielnewmanUV Do you all think customer expectations are lower from small
companies? I don't think that holds water. #custserv
2011-05-18 1:15 am mikaylaXsmith Hey, ya'll! #custserv @CustServGreeter @barrypeters @Greetums
@KatCaverly @gregortbach @BobChieppa @Exal_online
@marie_m_clark
2011-05-18 1:15 am royatkinson In case you've just joined us, the topic tonight is: "What can big
business learn from small business about #custserv?"
2011-05-18 1:15 am ekolsky RT @MarshaCollier: @RichardNatoli Small business is held to the
same standards as big business, especially online #custserv
2011-05-18 1:15 am soniafarace RT @Starbucker: A large co. can act "small", if they can push a
"personal service" philosophy all the way down. Hard to do, but
rewards are gr8 #custserv
2011-05-18 1:15 am Natasha_D_G Hmm is this true? RT @RichardNatoli: Small biz ...consumers expect
less. Its not same scale. #custserv
2011-05-18 1:15 am ImMarkBernhardt @LovelyLu The #custserv stream is a run of rapids!
2011-05-18 1:15 am RichardNatoli @MarshaCollier Online.....sure..but really, how many "mom and pop"
shops are heavy into ecommerce? #custserv
2011-05-18 1:15 am Natasha_D_G Im wth u RT @danielnewmanUV: Do you all think customer
expectations are lower from small companies? I dont think that holds
 water. #custserv
2011-05-18 1:15 am charlieisaacs #custserv if you are a small business you should have some of the
processes in place to support gr8 customer care, and vice versa
2011-05-18 1:15 am soniafarace RT @royatkinson: In case you've just joined us, the topic tonight is:
"What can big business learn from small business about #custserv?"
2011-05-18 1:15 am AndreaMemenas So true. RT @berkson0: For small biz, customers have identities.
Larger biz turns them into statistics #custserv
2011-05-18 1:15 am MarshaCollier Small business has to compete with million dollar corporations to sell
the same products. #custserv can give the advantage ! #SBW2011
2011-05-18 1:15 am OurTownMagazine RT @RichardNatoli: Let's be honest. Small biz gets better reputation
for service in many cases because consumers expect less. It's not
same scale. #custserv
2011-05-18 1:15 am barrypeters @ekolsky @MarshaCollier @RichardNatoli by fewer people. agree
with Richard due to scale #custserv
2011-05-18 1:15 am teriel A small business has to be on top of #custserv If it iisn't, it loses biz
quick. Big biz can learn from that.
2011-05-18 1:15 am glfceo i have the same level of expectations for #custserv from large or
small biz; easier 2 drop svcs and switch from small than from some
large
2011-05-18 1:15 am Reaburn @RichardNatoli even if that is the case, empathy is a valid service
quality dimension. small biz are able to outperform on empathy
#custserv
2011-05-18 1:15 am UnitedLinen Disney is a good example of a large company that does #custserv
right. It can happen
2011-05-18 1:16 am jantallent RT @royatkinson: In case you've just joined us, the topic tonight is:
"What can big business learn from small business about #custserv?"
2011-05-18 1:16 am Exal_online @AndreaMemenas My aunt used to run a flower shop. HORRIBLE
#custserv. She just cared about the flowers. They were great, but
business fell.
2011-05-18 1:16 am OurTownMagazine Agree. RT @KatCaverly: @MarshaCollier stockholders are a special
class of customers @KateNasser #custserv”
2011-05-18 1:16 am MarshaCollier @KarenLocker, want to answer this? RT @RichardNatoli ..but really,
how many "mom and pop" shops are heavy into ecommerce?
#custserv
2011-05-18 1:16 am glfceo @UnitedLinen :)! #custserv
2011-05-18 1:16 am MargieClayman @CustServGreeter Ah, Roy my friend, you finally got your special title
:D #custserv
2011-05-18 1:16 am adarchan @Natasha_D_G @danielnewmanUV size of company may not be
obviousn #custserv
2011-05-18 1:16 am barrypeters @mikaylaXsmith hi Mikayla! #custserv
2011-05-18 1:16 am gregortbach Small biz can suffer from myopia whereas big biz can suffer from
Hyperopia. Both can kill #custserv
2011-05-18 1:16 am christopherhanf RT @LovelyLu - Big business can give a good customer experience...
small business listens - big can do the same. #custserv
2011-05-18 1:16 am Vivisimo_Inc So does Apple! RT @UnitedLinen: Disney is a good example of a
large company that does #custserv right. It can happen #custserv
2011-05-18 1:16 am Reaburn Empathy is a valid service quality dimension. Small biz are able to
(but don't necessarily) outperform on empathy. #custserv
2011-05-18 1:16 am ImMarkBernhardt Yes RT @AndreaMemenas: So true. RT @berkson0: For small biz,
customers have identities. Larger biz turns them into statistics
 #custserv
2011-05-18 1:16 am danielnewmanUV Small businesses are held to the same standard as large one's in a
#global biz society. Customers have options. Small biz is 1 #custserv
2011-05-18 1:16 am berkson0 +1 RT @margieclayman: @CustServGreeter Ah, Roy my friend, you
finally got your special title :D #custserv
2011-05-18 1:16 am RichardNatoli @Reaburn Perhaps in some cases, but I still maintain it depends
almost entirely on the culture and personality of the co. Not size
#custserv
2011-05-18 1:16 am AndreaMemenas @CustServGreeter Hi, Roy! #custserv
2011-05-18 1:16 am MarshaCollier @UnitedLinen Tell us about your #custserv advantage over the big
businesses in your field
2011-05-18 1:16 am JeffreyJKingman My expectations of hospitality custserv from big brands is much less
than expectation for smalls/indies #hotel #restaurant #custserv
2011-05-18 1:16 am Starbucker Frontline supervisors are key to the big co #custserv experience.
They can create a "small co" environment in their smaller groups.
2011-05-18 1:17 am mjayliebs @gregortbach Not sure I understand that, can you elaborate?n
#custserv
2011-05-18 1:17 am danielnewmanUV @adarchan @Natasha_D_G Great point about company size not
obvious - web and global presence is easy with the web. #custserv
2011-05-18 1:17 am KarenLocker to be successful small business has to maintain a high degree of
customer satisfaction as it takes less to damage its reputation
#custserv
2011-05-18 1:17 am seanbell @RichardNatoli Very true. Most small biz don't have the knowledge to
truly engage. But if they do it is very powerful. #custserv
2011-05-18 1:17 am MarshaCollier RT @teriel: A small business has to be on top of #custserv If it iisn't,
it loses biz quick. Big biz can learn from that.
2011-05-18 1:17 am MargieClayman @MarshaCollier @teriel great point. Small biz may not be able to
compete on price, but good #custserv is priceless.
2011-05-18 1:17 am Reaburn @Aimee_Lucas absolutely. each should be looking to take
advantage of their natural state, and steal from what works fr others.
#custserv
2011-05-18 1:17 am greg_levin In small #custserv centers, agents often wear many "hats" - lots of
job diversity begets engagement, which is passed on to custs.
2011-05-18 1:17 am CustServGreeter Hello and welcome @marthasmith @berkson0 #custserv
2011-05-18 1:17 am anikanov @soniafarace Nice seeing you too! Remember our chat way back
about CES? Very relevant to my experience with AT&T U-Verse
billing. #custserv
2011-05-18 1:17 am berkson0 Indeed. RT @mjayliebs: #smallbiz the answer is easy, it is the
execution that is tough #custserv
2011-05-18 1:17 am soniafarace RT @MarshaCollier: Small business has to compete with million
dollar corporations to sell the same products. #custserv can give the
advantage ! #SBW2011
2011-05-18 1:17 am VAMCorp RT @LovelyLu: Big business can give a good customer experience...
small business listens - big can do the same. #custserv
2011-05-18 1:17 am ImMarkBernhardt RT @Starbucker: Frontline supervisors are key to the big co
#custserv experience. They can create a "small co" environment in
their smaller groups.
2011-05-18 1:17 am MarshaCollier @MargieClayman Many online moms and pops sell the same
products as let's say Amazon and still succeed. Why? #custserv !
2011-05-18 1:18 am valeriescheder @CustServGreeter Great discussion. Glad to be here #custserv
2011-05-18 1:18 am darcykieran Right on! RT @danielnewmanUV: Every employee has the
opportunity to ruin the cust. experience - #custserv
2011-05-18 1:18 am Teamrice RT @greg_levin: In small #custserv centers, agents often wear many
"hats" - lots of job diversity begets engagement, which is passed on to
custs.
2011-05-18 1:18 am gregortbach @mjayliebs Sure thing -big biz concentrates on big pic and loses site
of small details. Small biz concentrates on small picture. #custserv
2011-05-18 1:18 am LovelyLu Big biz didn't start out big, they all started as small biz - some forget
the things that got them there! #custserv
2011-05-18 1:18 am Exal_online If I want a friendly, wholesome experience, i'll spend time with my
friends; not the local grocery store. IGet in and get out! #custserv
2011-05-18 1:18 am KarenLocker @MarshaCollier @RichardNatoli - if you count all the sellers on
platforms at least a few million, #custserv
2011-05-18 1:18 am CustServGreeter @Starbucker Glad you made it. :) #custserv
2011-05-18 1:18 am theflaggagency Very insightful video featuring @ducttape http://youtu.be/wyi3ibxmMiA
and is interesting what he says about mentioning #custserv
2011-05-18 1:18 am Vivisimo_Inc RT @LovelyLu: Big biz didnt start out big, they all started as small biz
- some forget the things that got them there! #custserv
2011-05-18 1:18 am Exal_online @AndreaMemenas haha this was years ago. Frankly, she terrifies me
even :P #custserv
2011-05-18 1:18 am seanbell @RichardNatoli Most big biz simply have too many silos, legal
hurdles and internal politics to make decisive engagement viable.
#custserv
2011-05-18 1:18 am charlieisaacs #custserv regardless of large or small it is necessary to have an
escalation point, the person who can do the right thing, or choose not
to
2011-05-18 1:18 am UnitedLinen Large biz can learn flexibility and nimbleness from small biz
#custserv
2011-05-18 1:19 am OurTownMagazine RT Agree, they stick to high standards. @UnitedLinen Disney is a
good example of a large company that does #custserv right. It can
happen”
2011-05-18 1:19 am LifestylePower RT @LovelyLu: Good customer service is getting the problem solved
in a timely personable manner, good customer exp =loyalty
#custserv
2011-05-18 1:19 am AndreaMemenas @RichardNatoli Customer expectations may be different for small biz.
You have a point. #custserv #Hmmmm
2011-05-18 1:19 am mjayliebs RT @gregortbach: big biz concentrates on big pic & loses site of
small details. Small biz concentrates on small picture | A lesson
#custserv
2011-05-18 1:19 am SociallySavvy4U Hi everyone...just joining the #custserv chat I think big companies
can learn that every customer counts & 1 bad customer can grow into
many
2011-05-18 1:19 am MarshaCollier Web is the great leveler. Design a website, make it professional
looking & you can be a 2 man show doing multimillions in sales
#custserv
2011-05-18 1:19 am Reaburn @RichardNatoli Culture is the most valid #custserv differentiator, but
even then, sm biz are better configured to retain #custserv culture.
2011-05-18 1:19 am UnitedLinen RT @MarshaCollier @UnitedLinen Tell us about your #custserv
advantage over the big businesses in your field <- maneuverability
2011-05-18 1:19 am KarenLocker sometimes in ecommerce it is difficult to judge the size of a business,
 what you may think is a big operation could be a mom & pop
#custserv
2011-05-18 1:19 am Exal_online @seanbell oh agreed. Sometimes it feels like big business can work
against you in social media #custserv
2011-05-18 1:19 am gregortbach If only customers were like children - you could see their displeasure
written all over their face. Makes 4 easier #custserv
2011-05-18 1:19 am BobChieppa Leadership of #custserv will play a factor into success no matter the
size. Large Biz has more opportunity to fail.. & succeed.
2011-05-18 1:19 am ekolsky RT @charlieisaacs: #custserv regardless of large or small it is
necessary to have an escalation point, the person who can do the
right thing, or choose not to
2011-05-18 1:19 am danielnewmanUV Most large companies were small(er) once - good one's take a lot of
those early "Core" values with them as they grow. #custserv
2011-05-18 1:19 am barrypeters RT @AndreaMemenas: @RichardNatoli Customer expectations may
be different for small biz. You have a point. #custserv #Hmmmm
2011-05-18 1:19 am ekolsky RT @danielnewmanUV: Most large companies were small(er) once -
good one's take a lot of those early "Core" values with them as they
grow. #custserv
2011-05-18 1:19 am greg_levin What smaller centers lack in budget/technology they often more than
make up for in heart & humanity. #custserv
2011-05-18 1:19 am chadschomber Big biz wouldnt wish for better #custserv if granted 3 wishes. Small
biz would use 2 on #custserv then final 1 — to be bigger. :)
2011-05-18 1:20 am gregortbach @mjayliebs I appreciate the RT Sir. :) #custserv
2011-05-18 1:20 am Vivisimo_Inc Much truth in this RT @seanbell: @RichardNatoli Most big biz simply
have too many silos...to make decisive engagement viable.
#custserv
2011-05-18 1:20 am LizzVos RT @MarshaCollier: @MargieClayman Mom and Pop success?
Personal service. Get to talk to the owner--or their kids. Connecting.n
#custserv
2011-05-18 1:20 am MarshaCollier Q2: Can Small Business use social media for #custserv as effectively
as Big biz w big budgets? #SBW2011
2011-05-18 1:20 am seanbell @ImMarkBernhardt One clear point from good small biz - Treat every
customer like a valuable commodity. Not a number. #custserv
2011-05-18 1:20 am glfceo here is an interview with the person who does it right 4 small biz in
Mtn View http://youtu.be/K9691-zMjKk #custserv - in person and
online
2011-05-18 1:20 am berkson0 Also has to do with empl training. Small biz gap btw top and bottom is
small. Tighter communication. Big picture is clearer to all #custserv
2011-05-18 1:20 am DonKincaid @Marshaollier Small business has a more direct path to customer,
but good #custserv depends on message by company, big or small.
2011-05-18 1:20 am soniafarace .@anikanov How much effort did U personally have 2 put forth 4
AT&T U-Verse 2 handle your request? This is d key 2 GREAT
#custserv
2011-05-18 1:20 am Reaburn @RichardNatoli the larger the org, the easier standardization of
process, the more difficult standardization of behavior #custserv.
2011-05-18 1:20 am mjayliebs @UnitedLinen Not sure Big biz can learn to be flexible, as much as
they need to unlearn how to be rigid #custserv
2011-05-18 1:20 am Ramon_DeLeon #RamonWOW checking out #custserv chat while feeding the hungry
in Chicago
2011-05-18 1:20 am ImMarkBernhardt Still, smile and help when needed are good RT @Exal_online:
 friendly, wholesome experience...not the local grocery store...
#custserv
2011-05-18 1:20 am LovelyLu @gregortbach Now you see it all over their tweeted word! #custserv
2011-05-18 1:20 am danielnewmanUV A2 Yes #custserv
2011-05-18 1:20 am CustServGreeter @SociallySavvy4U Hello and welcome to the chat! #custserv
2011-05-18 1:20 am charlieisaacs RT @Ramon_DeLeon: #RamonWOW checking out #custserv chat
while feeding the hungry in Chicago > awesome Ramon!
2011-05-18 1:20 am JeffreyJKingman Q2: Can Small Business use social media for #custserv as effectively
as Big biz w big budgets? #SBW2011 via @MarshaCollier #custserv
2011-05-18 1:21 am ambercleveland @Ramon_DeLeon hi Ramon, just jumped in too! #custserv
2011-05-18 1:21 am barrypeters @Ramon_DeLeon if they eat tweets you can kill 2 birds... #custserv
2011-05-18 1:21 am greg_levin RT @danielnewmanUV: Most large co's were small(er) once - good
one's take a lot of those early "Core" values w them as they grow.
#custserv
2011-05-18 1:21 am gammill I wonder who has more concrete #custserv
protocols/practices/values - big or small?
2011-05-18 1:21 am seanbell @ImMarkBernhardt Another: Don't play toward cust acquisition over
cust retention. It's more expensive and worse #custserv. Looks sexy
tho.
2011-05-18 1:21 am AndreaMemenas The landscape is changing. Small biz #custserv is being held to
higher stds. And they're more aware of what negative WOM can do to
their biz
2011-05-18 1:21 am theflaggagency RT @MarshaCollier: Q2: Can Small Business use social media for
#custserv as effectively as Big biz w big budgets? #SBW2011
2011-05-18 1:21 am gregortbach To a point but not without a strategic plan. RT @MarshaCollier: Q2:
Can Small Business use social media as effectively as Big biz?
#custserv
2011-05-18 1:21 am Reaburn The larger the org, the easier standardization of process, the more
difficult standardization of behavior. #custserv
2011-05-18 1:21 am Exal_online A2: Big Business and Small business can have both amazing and
terrible social media presence; no matter what the budget #custserv
2011-05-18 1:21 am ekolsky #CustServ - I am just going to continue RT @mjayliebs tonights,
since he said earlier he learned something from me -- same as
Tweeting
2011-05-18 1:21 am adarchan @MarshaCollier potentially, if their customer base/target audience is
also relatively small Q2 #custserv
2011-05-18 1:21 am rbacal @Exal_online I think you'll like this: I'm not a customer service whore.
http://bit.ly/kdiWde #custserv
2011-05-18 1:21 am MarshaCollier Reading my books? RT @LizzVos Mom & Pop success? Personal
service. Get to talk to the owner--or their kids Connecting #custserv
#SBW2011
2011-05-18 1:21 am SociallySavvy4U RT @reaburn: @RichardNatoli the larger the org, the easier
standardization of process, the more diff. standardization of behavior
#custserv.
2011-05-18 1:21 am gregortbach True @LovelyLu: @gregortbach Now you see it all over their tweeted
word! #custserv
2011-05-18 1:21 am charlieisaacs RT @ekolsky: #CustServ - I am just going to continue RT
@mjayliebs tonights, since he said earlier he learned something from
me -- same as Tweeting
2011-05-18 1:21 am ambercleveland RT @JeffreyJKingman: Q2: Can Small Business use soc media for
 custserv as effectively as Big biz w big budgets? via @MarshaCollier
#custserv
2011-05-18 1:21 am teriel A2 Small biz can actually use SM better for #custserv because
customers can speak with the owner for that access they won't get
with big biz
2011-05-18 1:21 am LovelyLu A2 the vast reach of social media makes small biz able to utilize all
mediums. #custserv
2011-05-18 1:22 am Exal_online @rbacal i'll check it out at 7pm! Can't loose track fo #custserv chats
:P
2011-05-18 1:22 am KarenLocker @MarshaCollier you're exactly right, I know several large scale
businesses that are still 2 person operations like @bubblefast
#custserv
2011-05-18 1:22 am MarshaCollier @adarchan Good point, and some social media "expert" doesn't tell
them they need a million followers! #custserv
2011-05-18 1:22 am mweb @MarshaCollier Yes, beauty is social media scales to size without
bloated costs. Big co's have more #custserv need, smaller less
frequent.
2011-05-18 1:22 am Vivisimo_Inc The biggest prob = managing cust data. With big bus. easier for cust
info to get burried across depts. SMB 1 dept for everything #custserv
2011-05-18 1:22 am BobChieppa RT@Exal_online Big Business and Small business can have both
amazing and terrible social media presence; no matter what the
budget #custserv
2011-05-18 1:22 am seanbell RT @AndreaMemenas: @Exal_online Smaller businesses are
usually more nimble and respond quicker and more personally than
big biz. #custserv
2011-05-18 1:22 am teriel RT @Reaburn: The larger the org, the easier standardization of
process, the more difficult standardization of behavior. #custserv
2011-05-18 1:22 am MarshaCollier @UnitedLinen Explain how maneuverability gives you a #custserv
advantage?
2011-05-18 1:22 am CustServGreeter Hello and welcome @LifestylePower @OurTownMagazine @LizzVos
@greg_levin @Ramon_DeLeon @ambercleveland #custserv
2011-05-18 1:22 am Michael_Ludwig Big businesses use the #custserv, learned by listening to the small
businesses, to separate them & their products from other big
businesses.
2011-05-18 1:22 am Natasha_D_G @teriel owner may have too many hats to speak to cust! #custserv
2011-05-18 1:22 am danielnewmanUV A2: If you are small - you are likely more in touch with your customers
and have limited #SM exposure, making it entirely possible
#Custserv
2011-05-18 1:22 am adarchan @MarshaCollier LOL #custserv
2011-05-18 1:22 am gregortbach Small biz has potential to engage thru SM but needs to be careful not
to ignore the other customers in front of them :) #custserv
2011-05-18 1:23 am JeffreyJKingman Still think most orgs (all sizes) don't realize potentials of social media
#custserv
2011-05-18 1:23 am ekolsky @MarshaCollier @UnitedLinen because it is a $10.00 word -- in the
time it takes you to figure it out, you forget what you needed
#custserv 4
2011-05-18 1:23 am ambercleveland A2. I think they can be equally effective, but it goes back to ppl
involved, strategy, and desire to provide service #custserv
2011-05-18 1:23 am theflaggagency @MarshaCollier A2 the ROI of time is so hard to measure for
conversion and sales that many small biz gives up SM #custserv
2011-05-18 1:23 am ekolsky RT @JeffreyJKingman: Still think most orgs (all sizes) don't realize
potentials of social media #custserv || +
2011-05-18 1:23 am MarshaCollier You got it RT @mweb Yes, beauty is social media scales without
bloated costs.Big co's have more #custserv need, smaller less
frequent
2011-05-18 1:23 am seanbell @RichardNatoli Alot of small biz fails due to rigor and lack of real biz
thinking - or no money. #custserv
2011-05-18 1:23 am mjayliebs A2: Somed use in this context is very different, Big Biz use Social to
try and get what small biz have, customer relationships #custserv
2011-05-18 1:23 am KarenLocker sometimes small business can use social media better than large
business as they can be more personable, no corp. script to follow
#custserv
2011-05-18 1:23 am AndreaMemenas A2 I find most big biz don't do a great job at SM #custserv so, yes, I
think small biz can be as effective
2011-05-18 1:23 am ImMarkBernhardt #custserv Small-biz sense of community can help engender similarly
strong ties with the customers.
2011-05-18 1:23 am JeffreyJKingman @theflaggagency I'm going to dispute that proving ROI social media
is difficult. #custserv
2011-05-18 1:23 am DonKincaid @MarshaCollier Small business has a more direct path to customer,
but good #custserv depends on message by company, big or small.
2011-05-18 1:24 am danielnewmanUV @ambercleveland Right, hard to give one answer since this question
has so many variable. But much is possible #custserv - hello BTW
longtime
2011-05-18 1:24 am ekolsky RT @JeffreyJKingman: @theflaggagency I'm going to dispute that
proving ROI social media is difficult. #custserv
2011-05-18 1:24 am Exal_online I have a team of a dozen eCare people to respond to questions on
twitter/facebook in my big business 7days a week #custserv
2011-05-18 1:24 am MarshaCollier @Natasha_D_G A small business owner that can't talk to customers
WILL fail. I've seen it. I promise you this is true #custserv
2011-05-18 1:24 am tanyasalcido RT @AndreaMemenas: The landscape is changing. Small biz
#custserv is being held to higher stds. And they're more aware of
what negative...
2011-05-18 1:24 am gammill my experience supports that “@JeffreyJKingman: Still think most orgs
(all sizes) don't realize potentials of social media #custserv”
2011-05-18 1:24 am Exal_online the small business support is me 1-2 times a week #custserv
2011-05-18 1:24 am UnitedLinen Maneuverability = quicker to market with products/service. Spot
trends and react #custserv
2011-05-18 1:24 am Michael_Ludwig RT @gregortbach: Small biz has potential to engage thru SM but
needs to be careful not to ignore the other customers in front of them
:) #custserv
2011-05-18 1:24 am charlieisaacs #custserv tools are "free" for small businesses, you can use
something like @zoho or @sugarCRM while u get ramped up +
@tweetdeck for social
2011-05-18 1:24 am barrypeters @ambercleveland hiya Amber! #custserv
2011-05-18 1:24 am teriel @KarenLocker I agree. They come from a place of authenticity,
because they aren't having to deal with usual biz regs #custserv
2011-05-18 1:24 am MarshaCollier Well put! RT @DonKincaid Small business has a more direct path to
customer, but good #custserv depends on message by company, big
or small.
2011-05-18 1:24 am SociallySavvy4U Q2: yes small biz can be successful if they plan, strategize and
 implement their social media efforts #custserv @MarshaCollier
2011-05-18 1:24 am gregortbach Does anyone else feel being genuine is even more important through
SM? Be careful who you delegate SM to for #custserv
2011-05-18 1:24 am danielnewmanUV RT @MarshaCollier: @Natasha_D_G A small business owner that
can't talk to customers WILL fail.I promise you this is true #custserv /
Agreed!
2011-05-18 1:24 am seanbell @danielnewmanUV Expectations are increasing for all companies
and will continue to do so. People are too busy for bad #custserv
2011-05-18 1:24 am ekolsky #CustServ - new strategy, just RT @JeffreyJKingman now, he seems
to be more on top of things today with his tweets...same as tweeting
direct
2011-05-18 1:24 am danielnewmanUV RT @GregOrtbach: Does anyone else feel being genuine is even
more important through SM? Be careful who you delegate SM to for
#custserv YES
2011-05-18 1:24 am theflaggagency @JeffreyJKingman I will admit I am not seeing it, but I may be
engaging in the wrong conversations or not listening correctly.
#custserv
2011-05-18 1:25 am Ramon_DeLeon RT @s_COOTA: @Ramon_DeLeon should wear a superman
costume because he seriously ALWAYS saves the day! Live
#custserv Tweet
2011-05-18 1:25 am MarshaCollier @teriel Authenticity is more personal for small biz? Good point
#custserv
2011-05-18 1:25 am gregortbach @Michael_Ludwig Thanks for the RT Sir. #custserv
2011-05-18 1:25 am Natasha_D_G @JeffreyJKingman @theflaggagency - not impossible. You just need
to define the R - diff for every org #custserv
2011-05-18 1:25 am BobChieppa A2: It's anyones game, but Is Small Biz able to listen to all their
customers? Resources to listen and act? #custserv
2011-05-18 1:25 am JeffreyJKingman @ekolsky LOL #custserv
2011-05-18 1:25 am KateNasser RT @seanbell: @danielnewmanUV Expectations are increasing for
all companies and will continue to do so. People are 2 busy for bad
#custserv
2011-05-18 1:25 am danielnewmanUV @seanbell I couldn't agree more. The customer is the key pillar to our
organization. #custserv
2011-05-18 1:25 am LovelyLu Without proper training and initial effort SM will fail whether big or
small biz. #custserv
2011-05-18 1:25 am ambercleveland Hello @CustServGreeter aka Roy :) and you too @danielnewmanUV
and @barrypeters - good to see you all, glad to be here #custserv
2011-05-18 1:25 am Michael_Ludwig Any studies u can send me? RT @JeffreyJKingman
@theflaggagency I'm going to dispute that proving ROI social media
is difficult. #custserv
2011-05-18 1:25 am MarshaCollier @Ramon_DeLeon You are the perfect example of bringing small biz
#custserv to a major brand
2011-05-18 1:25 am AndreaMemenas As a side note: it's damn hard to make dinner and simultaneously
take part in #custserv chat (on my phone). Almost burnt the
meatballs!
2011-05-18 1:25 am Exal_online @Arkanik Every week at 6pm Pacific time a whole bunch of Social
Media people use the #custserv hashtag to chat about SM trends
and strat! <3
2011-05-18 1:25 am ekolsky #CustServ - anyone who utters ROI and small biz in the same
sentence never run a small biz #JustSayin
2011-05-18 1:25 am ambercleveland RT @seanbell: Expectations are increasing for all companies and will
continue to do so. People are 2 busy for bad #custserv
2011-05-18 1:25 am charlieisaacs #custserv my goal is to have @ekolsky RT my tweet so that I will
look smart and save him work at the same time
2011-05-18 1:25 am teriel @MarshaCollier I think authenticity can be more personal. Depends
on how biz handles, on how real they let themselves be #custserv
2011-05-18 1:25 am JeffreyJKingman Re: Authenticity - growing debate in socmed circles as to "power" or
realism of this #custserv
2011-05-18 1:25 am Vivisimo_Inc V. impt! The voice of org. RT @danielnewmanUV: RT
@GregOrtbach: Does anyone else feel being genuine is even more
impt through SM? #custserv
2011-05-18 1:26 am ekolsky RT @charlieisaacs: #custserv my goal is to have @ekolsky RT my
tweet so that I will look smart and save him work at the same time
2011-05-18 1:26 am robinmccu it's about being able to listen and serve and being empowered to do
so #custserv
2011-05-18 1:26 am barrypeters @AndreaMemenas lol./ livin dangerously #custserv
2011-05-18 1:26 am ambercleveland Agree! RT @MarshaCollier: @Ramon_DeLeon You are the perfect
example of bringing small biz #custserv to a major brand #custserv
2011-05-18 1:26 am berkson0 A2: SocMe is a tool. Can be wielded effectively for large or small biz.
As with all communications, strategy is key. #custserv
2011-05-18 1:26 am gregortbach @AndreaMemenas Made the mistake of attempting to consume
Chinese food whilst engaging in #custserv
2011-05-18 1:26 am MarshaCollier @teriel ..and? It's their PERSONAL as well as BUSINESS reputation
on the line #custserv
2011-05-18 1:26 am ImMarkBernhardt LOL | RT @AndreaMemenas: ... hard to make dinner and
simultaneously take part in #custserv chat (on my phone). Almost
burnt the meatballs!
2011-05-18 1:26 am CustServGreeter Good to see you @mweb @DonKincaid @tanyasalcido
@Michael_Ludwig #custserv
2011-05-18 1:26 am ekolsky @charlieisaacs #custserv hope it was good for you too....
2011-05-18 1:26 am charlieisaacs RT @ekolsky: #custserv my goal is to have @ekolsky RT my tweet
so that I will look smart and save him work at the same time>I can
retire now
2011-05-18 1:26 am EYellin Hi all. Am I too late to join in. #CustServ
2011-05-18 1:26 am valeriescheder @MarshaCollier I believe many Big Biz do not have large Social
Media budgets, but should invest in digital #custserv where their cust
are
2011-05-18 1:26 am teriel RT @MarshaCollier: @teriel ..and? It's their PERSONAL as well as
BUSINESS reputation on the line #custserv
2011-05-18 1:26 am soniafarace Don't forget d Planning RT @LovelyLu : Without proper training and
initial effort SM will fail whether big or small biz. #custserv
2011-05-18 1:26 am JeffreyJKingman RE: ROI socmed - as @RichardNatoli points out ROI is a calculation
(can be positive or negative) #custserv
2011-05-18 1:26 am gammill @MarshaCollier I agree but there is an unbelievable amount of fear in
talking to customers on social media #thankstotheninjas #custserv
2011-05-18 1:27 am Reaburn Generalization, but sm biz have natural #custserv advantages in
empathy (proximity to customer), customization (fewer defined
processes).
2011-05-18 1:27 am LizzVos @CustServGreeter Hey Roy--I just popped in. Haven't been here
before! #custserv
2011-05-18 1:27 am Exal_online @EYellin Nope! Please join us #custserv
2011-05-18 1:27 am teriel @MarshaCollier I totally agree. I know it is for me! #custserv
2011-05-18 1:27 am charlieisaacs RT @EYellin: Hi all. Am I too late to join in. #CustServ >yes, you
missed our discussion on how size doesn't matter
2011-05-18 1:27 am sharifrenno @MarshaCollier sm biz = adv w/ SM. Easier 2 scale. Creating
advocacy w/ any size biz depends on the quality of
content/engagement #custserv
2011-05-18 1:27 am gregortbach C'mon in! RT @EYellin: Hi all. Am I too late to join in. #custserv
2011-05-18 1:27 am Natasha_D_G @ekolsky no matter the size you can't manage what you dont
measure - even if its loose measurements #custserv
2011-05-18 1:27 am Ramon_DeLeon @MarshaCollier Thanks! Goal is to let ppl get to know the face behind
the logo #custserv
2011-05-18 1:27 am teriel RT @Reaburn: Generalization, but sm biz have natural #custserv
advantages in empathy (proximity to customer), customization (fewer
defined processes).
2011-05-18 1:27 am adarchan @MarshaCollier @teriel it also could be their personal moneyn
#custserv
2011-05-18 1:27 am SociallySavvy4U @custservgreeter Thank you what a fast pace this #custserv chat :)
2011-05-18 1:27 am Starbucker SM can be much more of a "core channel" for smaller cos, it just can't
scale for larger ones - that's an advantage for Small cos #custserv
2011-05-18 1:27 am glfceo one should get personalized #custserv from a big company as we
expect 2 get from a small one:)
2011-05-18 1:27 am mpace101 Better (much) RT @MarshaCollier: Q2: Can Small Business use
social media for #custserv as effectively as Big biz w big budgets?
#SBW2011
2011-05-18 1:27 am ambercleveland @EYellin no, we still have a half an hour :) #custserv
2011-05-18 1:27 am Reaburn Generalization, but sm biz have natural #custserv disadvantages in
reliability (standardization), responsiveness (an advantage of scale).
2011-05-18 1:27 am JeffreyJKingman RE: ROI socmed - calculating returns is easier via socmed than
calc'ing via trad media #custserv
2011-05-18 1:27 am barrypeters in reverse small biz can be resource challenged to meet the SoMe
'open door' and provide good... #custserv
2011-05-18 1:27 am LovelyLu @soniafarace absolutely! #custserv
2011-05-18 1:27 am EYellin @charlieisaacs I used to think size didn't matter but now I have begun
to think it does. #CustServ
2011-05-18 1:27 am ekolsky @charlieisaacs @EYellin i have 23 responses ready for that, charlie
-- none can be used in mixed company #CustServ
2011-05-18 1:27 am berkson0 @mjayliebs many small biz are afraid of their cust relationships. Not
sure why they are successful and wary to "rock the boat". #custserv
2011-05-18 1:27 am Reaburn That said, there are tons of examples of exceptions to these
generalizations on both sides. #custserv
2011-05-18 1:28 am Michael_Ludwig Meatballs sound good I'll be right over RT @AndreaMemenas it's
damn hard to make dinner and simultaneously take part in #custserv
chat..
2011-05-18 1:28 am Exal_online I always expect better service from large companies because they
have the resources and goals to do it #custserv
2011-05-18 1:28 am teriel Small biz more connected to local community, so need to be on top of
#custserv, in order to be in good standing w/community
2011-05-18 1:28 am MarshaCollier @adarchan It Usually IS their personal funds at stake. Many times
small biz owners fund things out of pocket in a pinch @teriel
 #custserv
2011-05-18 1:28 am KarenLocker exactly RT @MarshaCollier: @teriel ..and? Its their PERSONAL as
well as BUSINESS reputation on the line #custserv
2011-05-18 1:28 am berkson0 @eyellin Hey! Been a while! #custserv
2011-05-18 1:28 am mjayliebs Do not make an assumption that your customers are online - digital
can be an escape - focus on the right channels #custserv
2011-05-18 1:28 am ekolsky @Natasha_D_G if you ever run a small biz, ROI and metrics are so
different from what you are thinking... trust me #custserv
2011-05-18 1:28 am SocialMediaBust The customer PAYS and that means that emotional reactions are no
longer untainted, genuine or even believable. http://t.co/fF3j5w8
#custserv
2011-05-18 1:28 am danielnewmanUV RT @Exal_online: I always expect better service from large
companies because they have the resources and goals to do it
#custserv / Goals?
2011-05-18 1:28 am darcykieran How many biz, big or small, have really good #custserv anyways?
2011-05-18 1:28 am chadschomber SM is about strategy. If #custserv is your strategy, than small biz can
be effective in the space with low cost.
2011-05-18 1:28 am charlieisaacs RT @JeffreyJKingman: calculating returns is easier via soc calc'ing
via trad media #custserv > if I RT this I will look smart like @ekolsky
2011-05-18 1:29 am ekolsky #CustServ - decisions in small biz are implemented in minutes,
results known in hours or less... not so for large biz
2011-05-18 1:29 am danielnewmanUV @Exal_online Are you suggesting that it isn't the goal of small
companies for great cust service? Not sure I would agree with that
#Custserv
2011-05-18 1:29 am MargieClayman @MarshaCollier you care about doing little things that make a 100%
difference in how your customers perceive of you. #custserv
2011-05-18 1:29 am MarshaCollier Good point on community @teriel - Small biz (onlline or off is
generally more involved in Chambers of Commerce and communities
#custserv
2011-05-18 1:29 am EYellin @berkson0 I've been over in Merry Ole England & it's 2 in the
morning there when this chat takes place #custserv
2011-05-18 1:29 am fredmcclimans @berkson0 @mjayliebs If you are afraid to ask your customer what
they like/dislike about your service, you are not doing it right.
#custserv
2011-05-18 1:29 am Ramon_DeLeon RT @darcykieran: How many biz, big or small, have really good
#custserv anyways? I like @foiledcupcakes #custserv
2011-05-18 1:29 am KnowledgeBishop Hi #custserv tribe: Just got back home in FL from speaking in CA,
catching up on great dialog on the tag tonight.
2011-05-18 1:29 am berkson0 Slacker! :-) RT @EYellin: @berkson0 I've been over in Merry Ole
England & it's 2 in the morning there when this chat takes place
#custserv
2011-05-18 1:29 am adarchan RT @mjayliebs Do not make an assumption that your customers are
online. digital can be an escape,focus on right channels #custserv
2011-05-18 1:29 am gregortbach Big or small: own the experience. Mismanaged or unmanaged
expectations can easily turn into exceptions to #custserv
2011-05-18 1:29 am ambercleveland It is important for biz, small & large to determine what makes sense
for them & what is sustainable. Don't overextend yourself #custserv
2011-05-18 1:29 am Toby_Metcalf @RoyAtkinson Seguin scores again 4-2 Bruins! #custserv
2011-05-18 1:29 am DonKincaid Thanks. Good to be here. RT @custservgreeter: Good to see you
@mweb @DonKincaid @tanyasalcido @Michael_Ludwig #custserv
2011-05-18 1:29 am greg_levin Company size never supersedes company culture. An org's culture
can inspire OR infect 10 reps or 1,000. #custserv
2011-05-18 1:29 am soniafarace You can still Join #custserv tweetchat >>> Tonight's Topic: "What
can big business learn from small business about #custserv?"
2011-05-18 1:30 am barrypeters @KnowledgeBishop hey Tristan! #custserv
2011-05-18 1:30 am Natasha_D_G @ekolsky Haven't run one - but been in many - and still req to show
ROI - just in my exp though... #custserv
2011-05-18 1:30 am JeffreyJKingman @KnowledgeBishop here - a drink then for making it at halftime
#zappos #custserv
2011-05-18 1:30 am teriel Small biz also more focused on supporting each other in community,
as a way of serving customers and each other #custserv
2011-05-18 1:30 am MarshaCollier @MargieClayman I think Clayman Advertising, Inc could be the #1
example of a small biz who used #custserv to prevail
2011-05-18 1:30 am glfceo @ekolsky and not just in #CustServ .. tho some large co managed to
survive their size and stay nimble #few
2011-05-18 1:30 am Exal_online @danielnewmanUV Big business demand results. Small business are
happy to get them #custserv
2011-05-18 1:30 am Michael_Ludwig I would like to hope ours does RT @darcykieran How many biz, big or
small, have really good #custserv anyways?
2011-05-18 1:30 am SociallySavvy4U So true RT @gammill: @MarshaCollier I agree b/ there is an
unbelievable amount of fear in talking 2 cust. on SM
#thankstotheninjas #custserv
2011-05-18 1:30 am MarshaCollier RT @soniafarace: You can still Join #custserv tweetchat >>>
Tonight's Topic: "What can big business learn from small business
about #custserv?"
2011-05-18 1:30 am CustServGreeter @SociallySavvy4U Very fast - we call it The Fastest Hour on Twitter
#custserv
2011-05-18 1:30 am charlieisaacs RT @EYellin: @charlieisaacs I used to think size **CENSORED**
#CustServ > can't respond, just took my harassment training
2011-05-18 1:30 am EYellin Hey all. I've missed you guys. @Reaburn @berkson0 @ekolsky
@ambercleveland @GregOrtbach #custserv
2011-05-18 1:30 am Vivisimo_Inc Agree! RT @greg_levin: Company size never supersedes company
culture. An orgs culture can inspire OR infect 10 reps or 1,000.
#custserv
2011-05-18 1:30 am gregortbach Wow you said it! RT @JeffreyJKingman: @KnowledgeBishop here - a
drink then for making it at halftime #zappos #custserv
2011-05-18 1:30 am LovelyLu Biz have to meet their customers where they are, that doesn't change
whether large or small. #custserv
2011-05-18 1:30 am danielnewmanUV RT @Exal_online: @danielnewmanUV Big business demand results.
Small business are happy to get them #custserv / I demand them
too! #justsayin
2011-05-18 1:30 am mjayliebs @MarshaCollier So, what can we learn? cc @MargieClayman
#custserv
2011-05-18 1:30 am robinmccu RT @gregortbach: Big or small: own the experience. Mismanaged or
unmanaged expectations can easily turn into exceptions to
#custserv
2011-05-18 1:30 am CustServGreeter Hi there @fredmcclimans @KnowledgeBishop Good to see you
#custserv
2011-05-18 1:31 am Ramon_DeLeon RT @ekolsky: @Natasha_D_G if you ever run a small biz, ROI and
metrics are so different..#custserv...true ..mine are sales, profits and
 FUN!
2011-05-18 1:31 am EYellin @charlieisaacs I was talking about companies, of course. #CustServ
2011-05-18 1:31 am MarshaCollier Online or OFF! RT @LovelyLu: Biz have to meet their customers
where they are, that doesn't change whether large or small.
#custserv
2011-05-18 1:31 am Reaburn Mutual, most definitely! RT @EYellin: Hey all. I've missed you guys.
@Reaburn @berkson0 @ekolsky @ambercleveland @GregOrtbach
#custserv
2011-05-18 1:31 am LizzVos RT @adarchan: @MarshaCollier @teriel it also could be their
personal money-->we allow some of our personal $$ in during a
pinch. #custserv
2011-05-18 1:31 am JeffreyJKingman @gregortbach I try not to drink before halftime #Zappos
@KnowledgeBishop #custserv
2011-05-18 1:31 am Michael_Ludwig Thank you. RT @CustServGreeter Good to see you @mweb
@DonKincaid @tanyasalcido @Michael_Ludwig #custserv
2011-05-18 1:31 am charlieisaacs RT @EYellin: @charlieisaacs I was talking about companies, of
course. #CustServ > thanks for the clarification, phew
2011-05-18 1:31 am Vivisimo_Inc RT @LovelyLu: Biz have to meet their customers where they are, that
doesnt change whether large or small. #custserv
2011-05-18 1:31 am BobChieppa Can't agree more! @LovelyLu Biz have to meet their customers
where they are, that doesn't change whether large or small.
#custserv
2011-05-18 1:31 am gregortbach U2!"Jolly Good" to see you.RT @EYellin: Hey all. Ive missed you
guys. @Reaburn @berkson0 @ekolsky @ambercleveland
@GregOrtbach #custserv
2011-05-18 1:31 am KarenLocker @teriel very true as a small business owners we tend to work
together to build a community, each assisting the other #custserv
2011-05-18 1:31 am theflaggagency i would love to have @ScottMonty stop by #custserv one of these
days. He is one of my big biz heroes!
2011-05-18 1:31 am Toby_Metcalf @soniafarace tear down your silos #custserv
2011-05-18 1:31 am LizzVos RT @LovelyLu: Biz have to meet their customers where they are, that
doesnt change whether large or small.--> Agreed!n #custserv
2011-05-18 1:31 am AndreaMemenas RT @gregortbach: Big or small: own the experience. Mismanaged or
unmanaged expectations can easily turn into exceptions to
#custserv
2011-05-18 1:31 am gregortbach And consuming salmon? RT @JeffreyJKingman: @gregortbach I try
not to drink before halftime #Zappos @KnowledgeBishop #custserv
2011-05-18 1:31 am JeffreyJKingman If you want to analyze, first hiring consideration is "are they a Virgo?"
#ROI #metrics #custserv
2011-05-18 1:32 am MarshaCollier The Small Business Administration (interestingly) says Small
Business is and under 500 employees #custserv #SBW2011
2011-05-18 1:32 am chadschomber Good pt. How is it defined? Moving target? RT @darcykieran: How
many biz, big or small, have really good #custserv anyways?
2011-05-18 1:32 am marybiever RT @MarshaCollier: @MargieClayman I think Clayman Advertising,
Inc could be the #1 example of a small biz who used #custserv to
prevail
2011-05-18 1:32 am ImMarkBernhardt +1 | RT @LovelyLu: Biz have to meet their customers where they are,
that doesn't change whether large or small. #custserv
2011-05-18 1:32 am fredmcclimans @teriel Interesting point. I would think that small businesses are more
likely than big-co to refer work to others. #custserv
2011-05-18 1:32 am gregortbach Thanks for the RT! @AndreaMemenas #custserv
2011-05-18 1:32 am teriel RT @KarenLocker: @teriel very true as a small business owners we
tend to work together to build a community, each assisting the other
#custserv
2011-05-18 1:32 am Exal_online @MarshaCollier 500 employees? Well that's not the small business I
had in mind #custserv
2011-05-18 1:32 am Michael_Ludwig Agreed. RT @LovelyLu Biz have to meet their customers where they
are, that doesn't change whether large or small. #custserv
2011-05-18 1:32 am Natasha_D_G Hysterical! RT @JeffreyJKingman: If you want to analyze, first hiring
consideration is "are they a Virgo?" #ROI #metrics #custserv
2011-05-18 1:32 am mjayliebs One thing big biz can learn is to hire as carefully as a small biz
#custserv
2011-05-18 1:32 am danielnewmanUV @Exal_online Yeah - 140 doesn't give much room for explanation. I
just hate seeing anything "over generalized" good discus. pt.
#custserv
2011-05-18 1:32 am KarenLocker small businesses have a flexibility and a fluidity that lessens a it grows
they are more able to adapt to their clients needs #custserv
2011-05-18 1:32 am teriel @fredmcclimans We are. I refer on a regular basis. It's a big part of
my #custserv
2011-05-18 1:32 am soniafarace .@LovelyLu I missed 2 add, Cross-functional Collaboration is KEY,
involve your Key Stakeholders, Get their support & buy-in #custserv
2011-05-18 1:32 am BrandIdeas hi all just dropping in for inspiration #custserv
2011-05-18 1:32 am berkson0 @MarshaCollier @MargieClayman Amplified existing #custserv skills
2011-05-18 1:32 am Reaburn RT @mjayliebs: One thing big biz can learn is to hire as carefully as a
small biz #custserv
2011-05-18 1:32 am teriel RT @KarenLocker: small businesses have a flexibility and a fluidity
that lessens a it grows they are more able to adapt to their clients
needs #custserv
2011-05-18 1:33 am charlieisaacs RT @EYellin: #CustServ I am going to re-read "Your Call Is (Not
That) Important to Us"
2011-05-18 1:33 am decisionstats RT @mjayliebs: One thing big biz can learn is to hire as carefully as a
small biz #custserv
2011-05-18 1:33 am LizzVos RT @MarshaCollier: online or off! RT @LovelyLu: Biz have to meet
their cust where they are--> that is the tricky part for me. #custserv
2011-05-18 1:33 am ekolsky RT @JeffreyJKingman: If you want to analyze, first hiring
consideration is "are they a Virgo?" #ROI #metrics #custserv (i was
right, just RT
2011-05-18 1:33 am CustServGreeter <glug glug> RT @JeffreyJKingman: @KnowledgeBishop here - a
drink then for making it at halftime #zappos #custserv
2011-05-18 1:33 am KnowledgeBishop "Tear down your silos" - @Toby_Metcalf #custserv
#revolutionbattlecry
2011-05-18 1:33 am fredmcclimans @MarshaCollier True, but Small Business definitions can vary,
especially by type of business and customer (i.e., Gov't). #custserv
2011-05-18 1:33 am LizzVos RT @BrandIdeas: hi all just dropping in for inspiration-->well,
whaddya know? just saw you--chat hopping, are we? :+) #custserv
2011-05-18 1:33 am EYellin Thas what she said RT @Natasha_D_G: @ekolsky no matter the size
u can't manage what u dont measure - even if its loose measurmts
#custserv
2011-05-18 1:33 am AndreaMemenas Small biz are also less likely to outsource their #custserv so they
have more control on how issues are handled.
2011-05-18 1:33 am ImMarkBernhardt Yes. Poeple matter, regardless of biz size. | RT @mjayliebs: One
thing big biz can learn is to hire as carefully as a small biz #custserv
2011-05-18 1:33 am MarshaCollier @berkson0 A small business (Like @MargieClayman's) must produce
better #custserv than the big business Advertising competitors
2011-05-18 1:33 am Toby_Metcalf Checking in to lower my blood pressure (Bruins up 4-3) greetings all.n
#custserv
2011-05-18 1:34 am Natasha_D_G Hear hear! RT @KnowledgeBishop: "Tear down your silos" -
@Toby_Metcalf #custserv #revolutionbattlecry #custserv
2011-05-18 1:34 am BrandIdeas Big business can lean that good staff are like family you gotta luv em
#custserv
2011-05-18 1:34 am berkson0 Strong point. RT @mjayliebs: One thing big biz can learn is to hire as
carefully as a small biz #custserv
2011-05-18 1:34 am CustServGreeter For newbies: When someone says "Zappos" please sip your favorite
beverage. :) #custserv
2011-05-18 1:34 am SociallySavvy4U so could BIG biz's yes?RT @karenlocker: @teriel very true as a small
biz owners we tend to work together to build a community...#custserv
2011-05-18 1:34 am Toby_Metcalf @KnowledgeBishop thank youn #custserv
2011-05-18 1:34 am adarchan good idea ;) RT @BrandIdeas: hi all just dropping in for inspiration
#custserv
2011-05-18 1:34 am EYellin @charlieisaacs Oh my. That is quite an endeavor. #CustServ
2011-05-18 1:34 am MarshaCollier @berkson0 Yes, hiring is another issue for #custserv
2011-05-18 1:34 am ImMarkBernhardt [sip] RT @CustServGreeter: For newbies: When someone says
"Zappos" please sip your favorite beverage. :) #custserv
2011-05-18 1:34 am adarchan LOL RT @CustServGreeter: For newbies: When someone says
"Zappos" please sip your favorite beverage. :) #custserv
2011-05-18 1:34 am LovelyLu TY @MarshaCollier @vivisimo_inc @bobchieppa @LizzVoss
ImMarkBernhardt #custserv
2011-05-18 1:34 am Exal_online "You can't manage what you don't measure"-@ekolsky Love it
#Custserv
2011-05-18 1:34 am soniafarace Indeed @Toby_Metcalf "SILOS" are d Dead-On-Arrival prognosis 2
any kind of #CustServ initiative
2011-05-18 1:34 am Starbucker All biz still need to get the "analog" right B4 they can execute an SM
strategy (sales & fulfillment via traditional channels) #custserv
2011-05-18 1:34 am chadschomber @AndreaMemenas bad #custserv! #burntmeatballs ;)
2011-05-18 1:34 am KarenLocker @SociallySavvy4U they could, but not sure that is their focusn
#custserv
2011-05-18 1:34 am KnowledgeBishop @Toby_Metcalf I heart that mandate! :) #custserv
2011-05-18 1:34 am Toby_Metcalf SMB must perform - large biz can overspend the competition
#custserv
2011-05-18 1:35 am robinmccu zappos zappos zappos.......ssssipn #custserv
2011-05-18 1:35 am SociallySavvy4U How fun :) RT @custservgreeter: For newbies: When someone says
"Zappos" please sip your favorite beverage. :) #custserv
2011-05-18 1:35 am charlieisaacs RT @Exal_online: "You can't manage what you don't
measure"-@ekolsky Love it #Custserv
2011-05-18 1:35 am AndreaMemenas I thought <100 RT @MarshaCollier: Small Business Administration
(interestingly) says Small Biz is and under 500 employees #custserv
#SBW2011
2011-05-18 1:35 am soniafarace RT @Exal_online: "You can't manage what you don't
measure"-@ekolsky Love it #Custserv
2011-05-18 1:35 am MarshaCollier @SociallySavvy4U But how very few big businesses take the time
 and make #custserv a priority?
2011-05-18 1:35 am EYellin yup RT @mjayliebs: Do not make assumption that your customers
are online - digital can be an escape - focus on the right channels
#custserv
2011-05-18 1:35 am Toby_Metcalf @soniafarace thank you #custserv
2011-05-18 1:35 am LovelyLu All biz needs to invest in the training of their customer svc dept
-whether that is 1 or 100. #custserv
2011-05-18 1:35 am berkson0 @MarshaCollier @MargieClayman Agreed. My point: SocMe is a
magnifier/megaphone. Good becomes better. Bad becomes worse.
#custserv
2011-05-18 1:35 am BrandIdeas @LizzVos lol who is stalking who...lol great minds gravitate to the
same places #custserv
2011-05-18 1:35 am AndreaMemenas @MarshaCollier I was mistaken. #custserv
2011-05-18 1:35 am Natasha_D_G I said that - @Ekolsky disagrees it can happen with smb RT
@Exal_online: "You cant manage what you dont measure"-@ekolsky
Love it #custserv
2011-05-18 1:35 am KatCaverly RT @MarshaCollier: @MargieClayman I think Clayman Advertising,
Inc could be the #1 example of a small biz who used #custserv to
prevail
2011-05-18 1:35 am gregortbach Love it RT @Starbucker: All biz still need to get the "analog" right B4
they can execute an SM strategy... #custserv
2011-05-18 1:35 am LizzVos @hsing3kinder you should check out this tweetchat-- #custserv if
you are interested. Fun to watch.
2011-05-18 1:35 am JasonEscape RT @Starbucker: All biz still need to get the "analog" right B4 they
can execute an SM strategy (sales & fulfillment via traditional
channels) #custserv
2011-05-18 1:35 am mjayliebs "Can't manage...measure" Is this something a big biz can learn from
small? #custserv
2011-05-18 1:35 am ArbonneAZ RT @LovelyLu: All biz needs to invest in the training of their customer
svc dept -whether that is 1 or 100. #custserv .. agreed!
2011-05-18 1:35 am ChrissannRuehle RT @Reaburn @mjayliebs: One thing big biz can learn is to hire as
carefully as a small biz #custserv > True! Quality of hire is critical!
2011-05-18 1:35 am Vivisimo_Inc RT @LovelyLu: All biz needs to invest in the training of their customer
svc dept -whether that is 1 or 100. #custserv
2011-05-18 1:35 am MarshaCollier @KnowledgeBishop Silos cause the breakdown in big bus #custserv
2011-05-18 1:36 am ekolsky @Natasha_D_G i said that what you measure is differnet in small and
large biz #custserv
2011-05-18 1:36 am royatkinson RT @LovelyLu: Biz have to meet their customers where they are, that
doesn't change whether large or small. #custserv
2011-05-18 1:36 am Exal_online "You can't manage what you don't measure"-actually @Natasha_D_G
#stillLoveIt #custserv
2011-05-18 1:36 am EYellin Amen RT @greg_levin: Company size never supersedes company
culture. An org's culture can inspire OR infect 10 reps or 1,000.
#custserv
2011-05-18 1:36 am SociallySavvy4U Yes employees have to feel part of the biz! RT @brandideas: Big
business can lean that good staff are like family you gotta luv em
#custserv
2011-05-18 1:36 am theflaggagency @MarshaCollier Because most companies see #custserv an an
expense to be line itemed away instead of as investment in the
customer!
2011-05-18 1:36 am seanbell @MarshaCollier But how many big biz value #custserv enough to
bring it to a C Level position? Operations doesn't cut it.
2011-05-18 1:36 am Exal_online RT @EYellin: Amen RT @greg_levin: Company size never
supersedes company culture. An org's culture can inspire OR infect
10 reps or 1,000. #custserv
2011-05-18 1:36 am gregortbach @Starbucker Otherwise, it's like watching an analog movie on a blue
ray #letdown #custserv
2011-05-18 1:36 am rbacal @Exal_online enjoy it makes serious point re your comment
#custserv
2011-05-18 1:36 am ekolsky @Natasha_D_G alas, i would never repeat such a soundbite without
more details :-) #custserv
2011-05-18 1:36 am berkson0 Love it. RT @starbucker: All biz still need to get the "analog" right B4
they can execute an SM strategy #custserv
2011-05-18 1:36 am Natasha_D_G I'd agree with that 100% RT @ekolsky: @Natasha_D_G i said that
what you measure is differnet in small and large biz #custserv
2011-05-18 1:36 am ImMarkBernhardt Yes. | RT @theflaggagency: @MarshaCollier Because most
companies see #custserv an an expense ... instead of as investment
in the customer!
2011-05-18 1:36 am BrandIdeas big business can create customer intimacy the day they switch of
recorded answering systems and let people answer the phones
#custserv
2011-05-18 1:37 am Starbucker RT @berkson0: My point: SocMe is a magnifier/megaphone. Good
becomes better. Bad becomes worse. #custserv (oh, yes indeed!)
2011-05-18 1:37 am adarchan RT @EYellin: Amen RT @greg_levin Company size never
supersedes company culture. An orgs culture can inspire OR infect 10
or 1,000. #custserv
2011-05-18 1:37 am JeffreyJKingman Q3: What technology is small biz using in custserv that Big biz
could/should use? #custserv
2011-05-18 1:37 am CustServGreeter @marybiever @BrandIdeas Thanks for coming by! #custserv
2011-05-18 1:37 am UnitedLinen RT @digitalreaction @UnitedLinen Exactly my thoughts a few tweets
back! << high five >> #custserv
2011-05-18 1:37 am MarshaCollier @Exal_online Absolutely! Small business had better measure as well
#custserv
2011-05-18 1:37 am seanbell @theflaggagency So very true. It isn't sexy. And doesn't get the street
excited if you say we have great #custserv.
2011-05-18 1:37 am KarenLocker @theflaggagency @MarshaCollier - and spend much more on
attracting new customers then valuing customer retention #custserv
2011-05-18 1:37 am anikanov Do you know any examples of big co's that already learned from small
biz how to engage with customers and deliver #custserv ? Anyone?
2011-05-18 1:37 am fredmcclimans @Starbucker Excellent point. If you can't do it in the analog world, you
will never be able to do it in the digital world. #custserv
2011-05-18 1:37 am LizzVos My customer service team members (besides my hubby and I) are 14,
16, 18 and 22 years old--my kids are learning along with us!
#custserv
2011-05-18 1:37 am BobChieppa Large & Samll Biz both have their challenges w/ #custserv Big biz
stands out because of size, but how many bad ex. can a small Biz
afford?
2011-05-18 1:37 am KnowledgeBishop Stellar small businesses thrive by KNOWING their customers: Social
Media affords that chance to bigger brands. #custserv
2011-05-18 1:37 am teriel RT @anikanov: Do you know any examples of big co's that already
 learned from small biz how to engage with customers and deliver
#custserv ? Anyone?
2011-05-18 1:37 am DougMeacham RT @Starbucker: Frontline supervisors are key to the big co
#custserv experience. They can create a "small co" environment in
their smaller groups.
2011-05-18 1:37 am MarshaCollier RT @JeffreyJKingman: Q3: What technology is small biz using in
custserv that Big biz could/should use? #custserv
2011-05-18 1:37 am gregortbach I think the death of relationships in personal & business can be traced
to being on #autopilot -Avoid this at all costs 4 #custserv
2011-05-18 1:37 am teriel RT @JeffreyJKingman: Q3: What technology is small biz using in
custserv that Big biz could/should use? #custserv
2011-05-18 1:37 am carolsanford RT @EYellin: Amen RT @greg_levin: Company size never
supersedes company culture. An org's culture can inspire OR infect
10 reps or 1,000. #custserv
2011-05-18 1:37 am ImMarkBernhardt RT @KnowledgeBishop: Stellar small businesses thrive by
KNOWING their customers: Social Media affords that chance to
bigger brands. #custserv
2011-05-18 1:38 am Exal_online @JeffreyJKingman FREEDOM!!! "Go forth and tweet my friend" is
never said by big business #custserv
2011-05-18 1:38 am CustServGreeter @Toby_Metcalf Continuous partial attention? :) #custserv
2011-05-18 1:38 am Natasha_D_G Blame it on 140 ! :) RT @ekolsky: alas, i would never repeat such a
soundbite without more details :-) #custserv
2011-05-18 1:38 am charlieisaacs RT @BrandIdeas: big business can create customer intimacy ...
switch off... and let people answer the phones #custserv>hey, we
sell those :o
2011-05-18 1:38 am fredmcclimans Put that another way, great customer service should NEVER be
interrupted by a downed social network. #custserv
2011-05-18 1:38 am ekolsky #CustServ - A3: different metrics? more effectiveness-focused
metrics, less efficiency - fewer bonuses based on #CustServ
2011-05-18 1:38 am EYellin RT @MarshaCollier: Online or OFF RT @LovelyLu: Biz have to meet
customers where they are, that doesn't change if large or small.
#custserv
2011-05-18 1:38 am Toby_Metcalf A3 - it is more attitude than technology. SMB's don't have the $, they
have the hunger to serve #custserv
2011-05-18 1:38 am JeffreyJKingman RT @Exal_online: @JeffreyJKingman FREEDOM!!! "Go forth and
tweet my friend" is never said by big business #custserv
2011-05-18 1:38 am robinmccu @JeffreyJKingman re:Q3 ears #custserv
2011-05-18 1:38 am MarshaCollier Q3: The personal, one on one human touch is what gives small biz
the advantage. Big biz should budget for that. Apple does. #custserv
2011-05-18 1:38 am ImMarkBernhardt Niiice. | RT @Exal_online: @JeffreyJKingman FREEDOM!!! "Go forth
and tweet my friend" is never said by big business #custserv
2011-05-18 1:38 am Toby_Metcalf @CustServGreeter just can't stay away #custserv
2011-05-18 1:38 am berkson0 @MarshaCollier Translates to < $50M. #custserv #SBW2011
2011-05-18 1:38 am Vivisimo_Inc RT @Toby_Metcalf: A3 - it is more attitude than technology. SMBs
dont have the $, they have the hunger to serve #custserv
2011-05-18 1:38 am Starbucker This works, big or small - treat your employees w/ respect & courtesy,
and they will do the same w/ customers. Guaranteed. #custserv
2011-05-18 1:38 am AndreaMemenas A3. I'm stumped. Waiting to see what everyone else says. #custserv
2011-05-18 1:39 am MargieClayman @MarshaCollier aw, thanks, Marsha. We know that marketing is a
service industry, and we know our success is in our clients'.
 #custserv
2011-05-18 1:39 am KnowledgeBishop @MarshaCollier Agreed! Wise brands will use internal social media
tools to shatter silos. #custserv
2011-05-18 1:39 am ambercleveland Yes! RT @MarshaCollier: Silos cause the breakdown in big bus
#custserv
2011-05-18 1:39 am Reaburn big or small. RT @GregOrtbach: Death of relationships can be traced
to being on #autopilot -Avoid at all costs 4 #custserv
2011-05-18 1:39 am LizzVos RT @Toby_Metcalf: A3 - it is more attitude than technology. SMBs
dont have the $, they have the hunger to serve-->I like that!
#custserv
2011-05-18 1:39 am ekolsky @Natasha_D_G I shall... i always #BlameItOn140 and
#BlameItOnDrewsCancer #custserv
2011-05-18 1:39 am seanbell @JeffreyJKingman No tools - They simply let people engage for
them. Big biz is scared to death of that. Sometimes for good reason.
#custserv
2011-05-18 1:39 am MargieClayman @MarshaCollier so it is with many small businesses. You know what
the right thing to do is, and you're able to do it. #custserv
2011-05-18 1:39 am gregortbach No Scripts! RT @JeffreyJKingman: Q3: What technology is small biz
using in custserv that Big biz could/should use? #custserv
2011-05-18 1:39 am soniafarace .@JeffreyJKingman A3: Human & Personal Touch, that's d
Technology, Small Biz connect w/d emotional side & empathize
w/customers #custserv
2011-05-18 1:39 am ambercleveland RT @JeffreyJKingman: Q3: What technology is small biz using in
custserv that Big biz could/should use? #custserv
2011-05-18 1:39 am ChrissannRuehle RT @KnowledgeBishop Stellar small businesses thrive by KNOWING
their customers: Social Media affords that chance 2 bigger brands.
#custserv
2011-05-18 1:39 am KarenLocker companies big or small if they give great customer service they dont
have to promote it their customers will do it for them #custserv
2011-05-18 1:39 am UnitedLinen Small biz = quickly responding to cust needsnBig biz = caught up in
endless R & Dn#custserv
2011-05-18 1:39 am seanbell @gammill True - it is a sick little cycle isn't it. #custserv
2011-05-18 1:40 am LovelyLu A3 They need to be authentic, can't hide behind technology.
#custserv
2011-05-18 1:40 am MarshaCollier @Exal_online Our government gets some strange ideas about
business (500=small?). Can they even understand an entrepreneur?
#custserv
2011-05-18 1:40 am theKATsimpson RT @karenlocker: exactly RT @MarshaCollier: @teriel ..and? Its their
PERSONAL as well as BUSINESS reputation on the line #custserv
2011-05-18 1:40 am robinmccu A3 you have to serve somebody #custserv
2011-05-18 1:40 am teriel RT @KarenLocker: companies big or small if they give great
customer service they dont have to promote it their customers will do
it for them #custserv
2011-05-18 1:40 am CustServGreeter We don't want to have to cut you off..... :) RT @robinmccu: zappos
zappos zappos.......ssssip #custserv
2011-05-18 1:40 am DonKincaid @MarshaCollier Always hire for character. If specific skill is need, find
candidate with character & skill. A key to good #custserv
2011-05-18 1:40 am SociallySavvy4U @marshacollier I think most big companies take the customer for
granted .#fail #custserv
2011-05-18 1:40 am MarshaCollier @theKATsimpson Glad you are here. You are another successful
 small business that can add to the discussion #custserv
2011-05-18 1:40 am niceworkmsft @MarshaCollier #custserv I'm more apt to give someone business if
I can see that the transaction is about more than getting my money
2011-05-18 1:40 am Toby_Metcalf The advantage SMB has over Enterprise is group belief - not to
mention lack of "not by job" syndromen #custserv
2011-05-18 1:40 am BrandIdeas Small biz know who their customers are by name the best database is
genuine memory and personal experience #custserv
2011-05-18 1:40 am judymartin8 RT @Starbucker: This works, big or small - treat your employees w/
respect & courtesy, and they will do the same w/ customers.
Guaranteed. #custserv
2011-05-18 1:40 am Exal_online @MarshaCollier I've wanted a start a small company for a long time.
But i'm scared as hell of managing 500 people #custserv
2011-05-18 1:40 am Vivisimo_Inc Tools in gen - love! RT @KnowledgeBishop: @MarshaCollier Agreed!
Wise brands will use internal social media tools to shatter silos
#custserv
2011-05-18 1:40 am Toby_Metcalf PS Go Bruins! #custserv
2011-05-18 1:40 am Michael_Ludwig Big businesses need 2 realize that each customer is just as valuable
as their largest client, something smaller orgs. understand #custserv
2011-05-18 1:40 am ambercleveland RT @KarenLocker: biz big or small if they give great customer svc
they dont have to promote it their customers will do it for them
#custserv
2011-05-18 1:40 am mjayliebs Big biz is escaping behind technology - efficiency needed in certain
areas, else need more people power. #custserv
2011-05-18 1:40 am teriel Small businesses rely on word of mouth to grow. Big biz can do the
same and should try to get customer advocates #custserv
2011-05-18 1:40 am charlieisaacs RT @Toby_Metcalf: PS Go Bruins! #custserv > go Sharks!
2011-05-18 1:40 am MargieClayman @mjayliebs @MarshaCollier big companies need to learn how to act
with agility more, I think. Restrictions prevent authenticity. #custserv
2011-05-18 1:40 am JeffreyJKingman Interesting A3 - mostly focused on the personal side of custserv
#custserv
2011-05-18 1:41 am Aimee_Lucas A3: echoing others - "technology" of head, heart, ears, handshake,
greeting by name, etc. Get to know customers personally. #custserv
2011-05-18 1:41 am ekolsky #CustServ please stop trying to make big biz be personal and
small-biz like -- it ain't going to happen - EVER
2011-05-18 1:41 am SociallySavvy4U @karenlocker That is too bad it sounds like a win-win for all really!
#custserv
2011-05-18 1:41 am EYellin I say it every week, big biz or small: you're only as good as your
weakest channel of communication w customers. #CustServ
2011-05-18 1:41 am judymartin8 RT @ambercleveland: It is important for biz, small & large to
determine what makes sense for them & what is sustainable. Don't
overextend yourself #custserv
2011-05-18 1:41 am theflaggagency @JeffreyJKingman A3 Most small biz are using things behind
technology you never see/read. Like hand written notes and phone
calls #custserv
2011-05-18 1:41 am soniafarace RT @BrandIdeas: Small biz know who their customers are by name
the best database is genuine memory and personal experience
#custserv
2011-05-18 1:41 am barrypeters @DeirdreDeringer Grove CIty! Doylestown! #custserv
2011-05-18 1:41 am decisionstats RT @ekolsky: #CustServ please stop trying to make big biz be
personal and small-biz like -- it ain't going to happen - EVER
2011-05-18 1:41 am ChrissannRuehle Small businesses are more nimble than larger co's and can often
adapt easier to meet shifting customer needs. #custserv
2011-05-18 1:41 am Natasha_D_G @teriel Excellent point with regards to #WOM #custserv
2011-05-18 1:41 am MarshaCollier @Exal_online I won't manage 500 employees. There's a blog post on
eBay today about that http://bit.ly/lcsFI4 #custserv
2011-05-18 1:41 am MarshaCollier RT @ChrissannRuehle: Small businesses are more nimble than
larger co's and can often adapt easier to meet shifting customer
needs. #custserv
2011-05-18 1:41 am MargieClayman @berkson0 well said! #custserv
2011-05-18 1:42 am ImMarkBernhardt #custserv A3: Big biz generally has bigger $$ for tools, small biz has
the agility and motvation to seek tools that work for them.
2011-05-18 1:42 am decisionstats #CustServ A customer is the most important visitor on our premises,
he is not dependent on us. We are dependent on him.
2011-05-18 1:42 am MarshaCollier @MargieClayman I think that is what @UnitedLinen would suggest
#custserv
2011-05-18 1:42 am seanbell @ChrissannRuehle Sadly few of them understand this and most
believe they are at a disadvantage. #custserv #perception
2011-05-18 1:42 am Natasha_D_G RT @Aimee_Lucas: A3: echoing others - "technology" of head, heart,
ears, handshake, greeting by name, etc. #custserv
2011-05-18 1:42 am TahiraCreates RT @MarshaCollier: Q3: The personal, one on one human touch is
what gives small biz the advantage. Big biz should budget for that.
Apple does. #custserv
2011-05-18 1:42 am valeriescheder Big biz can differentiate the #custserv if they segment their base and
understand the different cust needs by size of cust they support
2011-05-18 1:42 am mich8elwu RT @mjayliebs: Do not make an assumption that your customers are
online - digital can be an escape - focus on the right channels
#custserv
2011-05-18 1:42 am 14str8 RT @LovelyLu: Without proper training and initial effort SM will fail
whether big or small biz. #custserv
2011-05-18 1:42 am gammill @theflaggagency @marshacollier but it can be measured in terms of
LTV, which will get the number people fired up. #custserv
2011-05-18 1:42 am EYellin Agreed x 10 RT @GregOrtbach: I think the death of relationships in
personal & business can be traced to being on #autopilot #custserv
2011-05-18 1:42 am JeffreyJKingman Small biz has duct tape attitude vs big biz has $$$ attitude?
#custserv
2011-05-18 1:42 am ImMarkBernhardt #custserv A3: ... though tools are not the ends but the means.
2011-05-18 1:42 am Toby_Metcalf @charlieisaacs trying to watch the game and the #custserv chat is a
challenge for sure
2011-05-18 1:42 am rydermedia RT @mich8elwu: RT @mjayliebs: Do not make an assumption that
your customers are online - digital can be an escape - focus on the
right channels #custserv
2011-05-18 1:42 am gregortbach Big biz can go off on a tangent, recoil, & try again. This can potentially
kill small biz. #custserv
2011-05-18 1:42 am CustServGreeter @ChrissannRuehle @ArbonneAZ @DougMeacham Thanks for
coming by the chat! #custserv
2011-05-18 1:43 am LizzVos A3 We use gift cards we created and offer them to be in either English
or Hungarian when the cuts sends a gift. No extra charge. #custserv
2011-05-18 1:43 am ekolsky #CustServ - make your big biz do the best job they can with what
they have, that is good first step... personalized? way too advanced.
2011-05-18 1:43 am mjayliebs @ekolsky it will never be 'like', but there are lessons which can be
 learned - we can even teach @charlieisaacs #custserv
2011-05-18 1:43 am theKATsimpson RT @marshacollier: "What can BIG Biz Learn from SMALL Biz about
#custserv?" #SBW2011
2011-05-18 1:43 am niceworkmsft RT @ChrissannRuehle: Small businesses are more nimble than
larger co's and can often adapt easier to meet shifting customer
needs. #custserv
2011-05-18 1:43 am KarenLocker @MarshaCollier @Exal_online - some of us entrepreneurs have
started to refer to ourselves as micro-businesses #custserv
2011-05-18 1:43 am Vivisimo_Inc RT @mjayliebs: Do not make an assumption that your customers are
online - digital can be an escape - focus on the right channels
#custserv
2011-05-18 1:43 am EYellin Yes. RT @fredmcclimans: Put that another way, great customer
service should NEVER be interrupted by a downed social network.
#custserv
2011-05-18 1:43 am ImMarkBernhardt MacGyver got along well w/ roll of duct tape. RT @JeffreyJKingman:
Small biz has duct tape attitude vs big biz has $$$ attitude?
#custserv
2011-05-18 1:43 am theflaggagency RT @KarenLocker: @MarshaCollier @Exal_online - some of us
entrepreneurs have started to refer to ourselves as micro-businesses
#custserv
2011-05-18 1:43 am Exal_online @KarenLocker Awe I want a #MicroBusiness they sound cute!
#custserv
2011-05-18 1:43 am UnitedLinen RT @BrandIdeas: Small biz know who their customers are by name
the best database is genuine memory and personal experience
#custserv
2011-05-18 1:43 am BobChieppa Q3: I would like to know when I call in to #custserv my CC, SS#,
Address, etc are being protected by the company no matter the size.
2011-05-18 1:43 am JeffreyJKingman @gregortbach Word - small biz has less error room than big biz
#custserv
2011-05-18 1:43 am mzayfert Finding small biz have hard time embracing social media, reasoning
is fear of bad service/product magnified #custserv
2011-05-18 1:43 am ekolsky @mjayliebs when it comes to #CustServ, you don't teach
@charlieisaacs -- he teaches you... #JustSayin
2011-05-18 1:43 am MarshaCollier @gammill ACRCONYM POLICE: LTV = Loan to Value (risk
assessment) #custserv
2011-05-18 1:43 am CustServGreeter @carolsanford Thanks for coming by the #custserv chat!
2011-05-18 1:43 am teriel @JeffreyJKingman Money is limited for small biz. Can't throw money
at a situation, so ducttape is better #custserv
2011-05-18 1:44 am TahiraCreates Class's comment on entering #Westin Wall Centre "feels like staff will
take care of you, welcoming" #custserv
2011-05-18 1:44 am KarenLocker @thekatsimpson - come join the conversation, ;-) #custserv
2011-05-18 1:44 am brenbt @homedepot Your appliance emp. in Rohnert Park "Richard" is
AWESOME! He helped my Senior Citizen Mom AND saved her $$!
Thank u! #custserv
2011-05-18 1:44 am ambercleveland Agree RT @fredmcclimans: Put that another way, great customer
service should NEVER be interrupted by a downed social network.
#custserv
2011-05-18 1:44 am JeffreyJKingman @Exal_online @KarenLocker Yea, they are cute, but they pee on the
floor #microbiz #custserv
2011-05-18 1:44 am danielnewmanUV A3: I don't think Small biz is using any technology that Big Biz isn't. I
 think small biz "Can" execute better/faster #custserv
2011-05-18 1:44 am Toby_Metcalf @ImMarkBernhardt Great employees (who have bought in to your
concept) are the best tools for success A3 #custserv
2011-05-18 1:44 am mjayliebs RT @ekolsky: @mjayliebs when it comes to #CustServ, you don't
teach @charlieisaacs -- he teaches you... #JustSayin | <Mitch bows
humbly>
2011-05-18 1:44 am theflaggagency @teriel Plus some of those bootstraps can help too! #custserv
2011-05-18 1:44 am gammill @MarshaCollier ha. #140 #custserv
2011-05-18 1:44 am Toby_Metcalf Best way to follow the chat http://tweetchat.com/room/custserv
#custserv
2011-05-18 1:44 am Exal_online @JeffreyJKingman No #Microbiz! Bad! You should know better!!!
#custserv @KarenLocker
2011-05-18 1:44 am gregortbach Big biz = greater reach with less impact. Small biz = less reach with
huge impact. I don't think they scale evenly. #custserv
2011-05-18 1:45 am EYellin so trues RT @seanbell: @JeffreyJKingman No tools - They simply let
people engage. Big biz is scared to death of that. #custserv
2011-05-18 1:45 am KarenLocker @mzayfert - I have to disagree, I know many small business that use
social media as one of their primary marketing channels #custserv
2011-05-18 1:45 am BobChieppa RT @brenbt: @homedepot Your appliance emp. in Rohnert Park
"Richard" is AWESOME! He helped my Senior Citizen Mom AND
saved her $$! Thank u! #custserv
2011-05-18 1:45 am berkson0 Gotta bail, oh wonderful #custserv peoples. Missed it. Thanks!
2011-05-18 1:45 am Vivisimo_Inc Prob 2day RT @BobChieppa: Q3: I would like to know when I call in
my CC, SS#, Address, etc is protected by the org no matter size.
#custserv
2011-05-18 1:45 am EYellin @greg_levin good to see you there Greg. #custserv
2011-05-18 1:45 am MarshaCollier Q4: What about Small Biz ability to change focus to meet customer
expectations? Can big biz move as rapidly H/T @KarenLocker
#custserv
2011-05-18 1:45 am Starbucker The root cause of most #custserv problems, no matter the co. size, is
a lack of commitment from the top. #custserv
2011-05-18 1:45 am charlieisaacs RT @mjayliebs: RT @ekolsky:@mjayliebs when it comes 2
#CustServ,you don't teach @charlieisaacs teaches you...#JustSayin |
>>I'm bowing lower
2011-05-18 1:45 am SociallySavvy4U YES! RT @mzayfert: Finding small biz have hard time embracing
social media, reasoning is fear of bad service/product magnified
#custserv
2011-05-18 1:45 am TahiraCreates RT @Starbucker: This works, big or small - treat your employees w/
respect & courtesy, and they will do the same w/ customers.
Guaranteed. #custserv
2011-05-18 1:45 am jasonschubring SAD! RT @mzayfert: Finding small biz have hard time embracing
social media, reasoning is fear of bad service/product magnified
#custserv
2011-05-18 1:45 am gregortbach @berkson0 See you soon Alan #custserv
2011-05-18 1:45 am MargieClayman @MarshaCollier that's where the real Social Media revolution is.
Understanding (again) your customers are people. cc @UnitedLinen
#custserv
2011-05-18 1:45 am royatkinson @Starbucker Agree re: employees - customers #custserv Morale
shows. "Everything speaks."
2011-05-18 1:46 am Toby_Metcalf RT @Starbucker: The root cause of most #custserv problems, no
 matter the co. size, is a lack of commitment from the top. #custserv
2011-05-18 1:46 am Michael_Ludwig My pleasure. RT @EliteTravelGal T/Y @Michael_Ludwig 4 taking grt
care of our client in the market 4 a new @Lexus Much appreciated!
#custserv
2011-05-18 1:46 am ImMarkBernhardt I try not to think of ppl as tools but partners RT @Toby_Metcalf:
@ImMarkBernhardt Great employees ... are the best tools... A3
#custserv
2011-05-18 1:46 am Starbucker @BeckyMcCray Amen! Respect the work. #custserv
2011-05-18 1:46 am seanbell @EYellin The funny thing - Small biz usually does that because they
don't have any other choice. #custserv
2011-05-18 1:46 am Exal_online RT @MarshaCollier: Q4: What about Small Biz ability to change focus
to meet customer expectations? Can big biz move as rapidly H/T
@KarenLocker #custserv
2011-05-18 1:46 am LovelyLu @berkson0 gnight Alan #custserv
2011-05-18 1:46 am gammill @danielnewmanUV good point. its easier for bigCo to get excited
about charts/reports. smallCo gets excited about results. #custserv
2011-05-18 1:46 am BrandIdeas @mzayfert Agrees small business is afraid of opening themselves to
bad reviews rather than seeing social media as real connection
#custserv
2011-05-18 1:46 am ikki_tousen RT @MarshaCollier: Q3: The personal, one on one human touch is
what gives small biz the advantage. Big biz should budget for that.
Apple does. #custserv
2011-05-18 1:46 am MarshaCollier @Vivisimo_Inc Small biz should use services like #PayPal to give
more customer security assurance #custserv
2011-05-18 1:46 am barrypeters RT +1 @KnowledgeBishop Stellar small biz thrive by KNOWING their
customers: Social Media affords that chance 2 bigger brands.
#custserv
2011-05-18 1:46 am JeffreyJKingman Q4: What about Small Biz ability to change focus to meet cust
expectations?Can big biz move as rapidly via @MarshaCollier
#custserv
2011-05-18 1:46 am Toby_Metcalf @ImMarkBernhardt Thank you!n #custserv
2011-05-18 1:46 am fredmcclimans @EYellin @ambercleveland Sadly, many co's think moving to SoMe
for service/support is an all or nothing event. It's not. #custserv
2011-05-18 1:46 am judymartin8 True leadership trickles down. RT @Starbucker: Root cause of most
#custserv prob, is a lack of commitment from the top. #custserv
2011-05-18 1:46 am danielnewmanUV RT @gammill: @danielnewmanUV gd point. its easier 4 bigCo 2 get
excited abt charts/reports. smallCo gets excited abt results.
#custserv AMEN
2011-05-18 1:46 am livepath Small biz "right sizes service based on relationship. They offer
simpler #custserv paths...creating that 4 big biz is good but not ez.
2011-05-18 1:46 am gregortbach Yes, but big biz can influence expectations. Q4: What about Small Biz
ability to change focus to meet customer expectations? #custserv
2011-05-18 1:47 am CustServGreeter @theKATsimpson @niceworkmsft @judymartin8 Thanks for
contributing to the #custserv chat!
2011-05-18 1:47 am Aimee_Lucas @ekolsky Thinking big biz should start move to personalization to
keep pace w/ changing customer expectations (in some industries)
#custserv
2011-05-18 1:47 am ImMarkBernhardt You're welcome! RT @Toby_Metcalf: @ImMarkBernhardt Thank you!
#custserv
2011-05-18 1:47 am gammill @brenbt @homedepot I wish more people would shout out great
 employees! so many web apps focus on negatives #custserv
2011-05-18 1:47 am Toby_Metcalf A4 no way - SMB more invested and nimble #custserv
2011-05-18 1:47 am LovelyLu If you have good internal communication, you can have excellent
customer svc. Without it, you're doomed. #custserv
2011-05-18 1:47 am Vivisimo_Inc Q4: Big bus.can be as agile wth streamlined processes & access to
relevant info #custserv
2011-05-18 1:47 am Michael_Ludwig RT @teriel: Small businesses rely on word of mouth to grow. Big biz
can do the same and should try to get customer advocates #custserv
2011-05-18 1:47 am MarshaCollier @BrandIdeas Then they clearly haven't been selling on eBay or
amazon as 100s of thousands do each day. Bad review is part of biz
#custserv
2011-05-18 1:47 am EYellin Big Biz has complacency to fight & small biz has capacity to fight in
meeting customers where they are & serving them well. #custserv
2011-05-18 1:47 am ChrissannRuehle Large co's could benefit by visiting a good old fashioned farmer's
market. Great learning ground to see great #custserv in action.
2011-05-18 1:47 am Exal_online The internet is a dark and mysterious place, filled with fools and trolls.
Big biz dare not to enter; Small biz jump right in! #custserv
2011-05-18 1:47 am danielnewmanUV A4: Being small "Should" make you dynamic, nimble on your feet and
able to adapt to support changing customer needs. Hard for Big!
#custserv
2011-05-18 1:47 am fredmcclimans RT @berkson0: Gotta bail, oh wonderful #custserv peoples. Missed
it. Thanks! <Sleep well Alan. Dream of perfect clients... #custserv
2011-05-18 1:47 am MarshaCollier RT @danielnewmanUV: A4: Being small "Should" make you dynamic,
nimble on your feet and able to adapt to support changing customer
needs. Hard for Big! #custserv
2011-05-18 1:47 am ekolsky @Aimee_Lucas good luck with that, let me know how it goes -- oh,
wait -- i already know that :-) #custserv
2011-05-18 1:47 am theflaggagency @MarshaCollier A4 I think big biz & their 47 mtngs & 29 vice
presidents & TPS reports means they can't move as fast as small biz.
#custserv
2011-05-18 1:47 am BeckyMcCray @Starbucker You know who's good at respecting the work?
@unitedlinen - he bussed tables for a day, because that was what it
took. #custserv
2011-05-18 1:47 am NovakaynTweet RT @Starbucker: This works, big or small - treat your employees w/
respect & courtesy, and they will do the same w/ customers.
Guaranteed. #custserv
2011-05-18 1:48 am barrypeters night all! early travels tomorrow #usguys n #custserv
2011-05-18 1:48 am seanbell @MarshaCollier No - Can an aircraft carrier turn as fast as a speed
boat - or even a house boat? #custserv
2011-05-18 1:48 am LizzVos @SociallySavvy4U: @mzayfert: I think SO-ME is another thing to
learn. More tiring to learn a new thing than afraid of failure.
#custserv
2011-05-18 1:48 am Natasha_D_G @danielnewmanUV Key word is indeed "should" #custserv
2011-05-18 1:48 am CustServGreeter @mich8elwu @valeriescheder @TahiraCreates Thanks for
contrinuting to the #custserv chat!
2011-05-18 1:48 am KarenLocker @ChrissannRuehle I love my farmers market cant wait until it opens
in July , you get to know the vendor and their product well #custserv
2011-05-18 1:48 am Toby_Metcalf A4 Deeper pockets does not mean a greater "investment" in service -
just more layers #custserv
2011-05-18 1:48 am MarshaCollier RT @BeckyMcCray: @Starbucker You know who's good at
 respecting the work? @unitedlinen - he bussed tables for a day,
because that was what it took. #custserv
2011-05-18 1:48 am judymartin8 Please someone make me go to the gym even though it's raining.
Just found #custserv chat and it's caught my atten.
2011-05-18 1:48 am berkson0 @fredmcclimans Sleep? What's that. Back to work. #custserv is
welcome distraction.
2011-05-18 1:48 am LovelyLu Company personality makes you dynamic, you can't be dynamic
without being able to convey that. #custserv
2011-05-18 1:48 am soniafarace .@MarshaCollier @KarenLocker Small Biz have d advantage here,
no "red tape" 2 deal with in order to meet cust expectations
#custserv
2011-05-18 1:48 am gregortbach #custserv if like twitter - magical to the end client when it works and
huge potential for the #failwhale #custserv
2011-05-18 1:48 am ImMarkBernhardt FYI: I got the memo. RT @theflaggagency: ... TPS reports ...
#custserv
2011-05-18 1:48 am CustServGreeter @14str8 Nice to see you in the #custserv chat - thanks!
2011-05-18 1:48 am danielnewmanUV @judymartin8 Go now, you will regret it in the morning - #custserv is
awesome though... :)
2011-05-18 1:48 am JeffreyJKingman TEN Minute warning, folks! Please keep chatting if you like after
official hosting hour ends 7pm Pacific #custserv
2011-05-18 1:49 am KarenLocker @barrypeters night, nice to "see" you again #custserv
2011-05-18 1:49 am seanbell @berkson0 go to the gym :-) read the transcript later. #custserv
2011-05-18 1:49 am EYellin @seanbell But sometimes small biz does it because closer
connection betwn CEO & #custserv. Not so many layers of buffering.
2011-05-18 1:49 am MargieClayman @MarshaCollier by the way, it should be noted you are one of my
great role models in this here world, my friend. Just uh, fyi :)
#custserv
2011-05-18 1:49 am CustServGreeter @rydermedia Hi and thanks for coming by! #custserv
2011-05-18 1:49 am darleenw Hi everyone - catching last few moments of chat. Good convo
#custserv
2011-05-18 1:49 am danielnewmanUV RT @Natasha_D_G: @danielnewmanUV Key word is indeed
"should" #custserv // Success is often in the execution right?
2011-05-18 1:49 am Toby_Metcalf 5-3 Bruins - what moves faster, the NHL or a #custserv chat?!?
#custserv
2011-05-18 1:49 am JeffreyJKingman @ImMarkBernhardt @theflaggagency That was an AWESOME
memo #custserv
2011-05-18 1:49 am adarchan @berkson0 @fredmcclimans depends what kind of work out you're
looking for.. #custserv
2011-05-18 1:49 am ebayinkblog RT @KarenLocker: companies big or small if they give great
customer service they dont have to promote it their customers will do
it for them #custserv
2011-05-18 1:49 am MarshaCollier @LizzVos @SociallySavvy4U @mzayfert Might argue that very small
business is less afraid than big biz. They had the balls to DO IT!
#custserv
2011-05-18 1:49 am Natasha_D_G @seanbell @MarshaCollier It all depends on the org & structure - if
not we're saying that big bus = not so gr8t custserv #custserv
2011-05-18 1:49 am berkson0 @KnowledgeBishop Not sure I agree. Plenty of oppty w/o social
media. It provides impetus, perhaps. #custserv
2011-05-18 1:49 am fredmcclimans @livepath I shudder whenever I hear of a Big Co adopting a new
Service/Support "platform". They should adopt "strategies" instead.
 #custserv
2011-05-18 1:49 am gregortbach Welcome Darleen! RT @darleenw: Hi everyone - catching last few
moments of chat. Good convo #custserv
2011-05-18 1:49 am BrandIdeas big biz forget that customers are people and not account numbers or
identity codes and passwords #custserv
2011-05-18 1:49 am LizzVos After doing all I do in our small business (which is everything) I see
so-me as fun and refreshing. NEVER thot I would say that! #custserv
2011-05-18 1:49 am MarshaCollier TEN MINUTE WARNING! #custserv
2011-05-18 1:50 am Starbucker If a big co. pushes responsibility effectively to front line sups, they will
"act" small. Decisions closer to customer #custserv
2011-05-18 1:50 am SociallySavvy4U Completely agree that bad #custserv is the unwillingness of top
management...the trickle effect shows in employees interaction
w/customers!
2011-05-18 1:50 am BobChieppa Don't forget the rest of the fleet with it's fast attack boats.. Just sayin'
@seanbell @MarshaCollier #custserv
2011-05-18 1:50 am darleenw RT @EYellin: @seanbell sometimes small biz does it b/c closer
connection betwn CEO & #custserv. Not so many layers of buffering.
#custserv
2011-05-18 1:50 am judymartin8 @danielnewmanUV LOL - yeah - I'm eating a chocolate bunny like
popcorn as I read the feed. #Ineedtogotothegym #custserv
2011-05-18 1:50 am MarshaCollier @LizzVos Running your own business is very fulfilling, isn't it?
#custserv
2011-05-18 1:50 am ImMarkBernhardt I'm taking the fax out back l8r. Join if u wish. | RT @JeffreyJKingman:
@ImMarkBernhardt @theflaggagency That was an AWESOME
memo #custserv
2011-05-18 1:50 am Exal_online Do you have the balls to tweet? #bigBusiness #custserv
@MarshaCollier
2011-05-18 1:50 am MarshaCollier @judymartin8 Save an ear for me? #custserv
2011-05-18 1:50 am darleenw @gregortbach Hi Greg - just made it. Missed this chat time
#custserv
2011-05-18 1:50 am EYellin @fredmcclimans Anything in #custserv that's thought to be all or
nothing is usually wrong. It's a special brew that is always being
refined.
2011-05-18 1:51 am theflaggagency @MarshaCollier Waking up every day saying I love what I do is very
very fulfilling! #custserv
2011-05-18 1:51 am grandmaspantry RT @MarshaCollier: Well put! RT @DonKincaid Small business has a
more direct path to customer, but good #custserv depends on
message by company, big or small.
2011-05-18 1:51 am KnowledgeBishop @judymartin8 Welcome! :) Yes, #custserv chat can pull you in like a
tractor beam.
2011-05-18 1:51 am MarshaCollier Small biz tries hard! #SBW2011 RT @Exal_online: Do you have the
balls to tweet? #bigBusiness #custserv @MarshaCollier
2011-05-18 1:51 am fredmcclimans RT @Starbucker: If a big co pushes responsibility to front line sups,
they will "act" small. Decisions closer to cust <True True. #custserv
2011-05-18 1:51 am Toby_Metcalf @darleenw @EYellin @seanbell hate layers and silos #custserv
2011-05-18 1:51 am NeelNUMIQ Recruiting employees who naturally share the same values as the
brand - no matter what size the business. #CustServ
2011-05-18 1:51 am Toby_Metcalf RT @theflaggagency: @MarshaCollier Waking up every day saying I
love what I do is very very fulfilling! #custserv
2011-05-18 1:51 am seanbell @EYellin Agreed. But, it really depends on how we define small biz?
 Is that 1-10M or 10-50M. Mostly, comes down to vision. #custserv
2011-05-18 1:51 am theflaggagency @ImMarkBernhardt They did it in Superman 3! #custserv
2011-05-18 1:51 am danielnewmanUV #CustServ - is the total experience - it isn't a department, it isn't a
person, it is EVERY single touch point in the company. #custserv
2011-05-18 1:51 am chalkboarder Please feel free to post OTHER discussions or continue this in
LinkedIn http://linkd.in/kMsAZc #custserv
2011-05-18 1:51 am JeffreyJKingman Please feel free to post OTHER discussions or continue this in
LinkedIn http://linkd.in/kMsAZc #custserv
2011-05-18 1:51 am Toby_Metcalf RT @NeelNUMIQ: Recruiting employees who naturally share the
same values as the brand - no matter what size the business.
#custserv
2011-05-18 1:51 am Starbucker Happy is the new black in #custserv. As it should be. It's simply
good business. Happy employees & customers. And CEOs
2011-05-18 1:51 am darleenw RT @SociallySavvy4U: Completely agree that bad #custserv is the
unwillingness of top management...the trickle effect shows #custserv
2011-05-18 1:51 am LizzVos RT @MarshaCollier: @LizzVos Running your own business is very
fulfilling, isn't it?: yes, but exhausting too! Learning all time! #custserv
2011-05-18 1:51 am judymartin8 @MarshaCollier Ate the ears already and it's my last bunny.
#custserv
2011-05-18 1:51 am aaron_robb @fredmcclimans What's a strategy that you see for big companies?
#custserv
2011-05-18 1:51 am CustServGreeter @brenbt So important to let business hear the positive as well as the
negative, Bren! #custserv
2011-05-18 1:52 am DonKincaid @custservgreeter @MarshaCollier Gotta run. Thanks for another
informative #custserv chat.
2011-05-18 1:52 am livepath @fredmcclimans preach it! They should proactively design "paths" for
discovery & experience that drive affinity & outcomes #custserv
2011-05-18 1:52 am ChrissannRuehle @KarenLocker Very true! I love attending the ones here too.
Farmer's markets typically have great #custserv experiences.
2011-05-18 1:52 am Toby_Metcalf @NeelNUMIQ must also have clear Mgmt mess and & buy-in
#custserv
2011-05-18 1:52 am ekolsky #CustServ - ok, need to go service my customers now - family wants
to eat, i am cooking tonight thanks, it was nice to know you all
#Rapture
2011-05-18 1:52 am MarshaCollier @EYellin Small business is defined as up to 500 employees - that's
not very close #custserv
2011-05-18 1:52 am Exal_online #Custserv is made up of people. If you have 10 or 10,000; You can
have good or bad experience. You can only talk to 1 at a time!
2011-05-18 1:52 am MarshaCollier @DonKincaid Thanks for stopping by #custserv
2011-05-18 1:52 am LovelyLu Is small biz a mentality rather than a number? #custserv
2011-05-18 1:52 am judymartin8 @MarshaCollier BTW - been following your work for some time.
#custserv
2011-05-18 1:52 am ImMarkBernhardt @MarshaCollier Being involved in each new hire is very fulfilling --
more so than other achievements of my own. #custserv
2011-05-18 1:52 am darleenw I have managed both small startups and large corp and found easier
to deliver at small due to more authority. #custserv
2011-05-18 1:52 am mncommre “@tedcoine: LOVE IT! RT @saltpeppergroup: Have a POWER
mindset - Passion, Optimism, Wit, Empathy, Resilience #custserv”
2011-05-18 1:52 am EYellin That's what he said. (Sorry , Cant' stop doing that tonight) RT
@Toby_Metcalf: @darleenw @EYellin @seanbell hate layers and
 silos #custserv
2011-05-18 1:52 am MoPoDC RT @KnowledgeBishop: Stellar small businesses thrive by
KNOWING their customers: Social Media affords that chance to
bigger brands. #custserv
2011-05-18 1:52 am JeffreyJKingman @ekolsky Thanks for joining in :) #custserv
2011-05-18 1:52 am gammill great #custserv is no longer an option - big or small. word travels too
fast, consumers are hyper-connected and people that care will win.
2011-05-18 1:52 am Vivisimo_Inc Indeed! RT @MarshaCollier @DonKincaid Sm bus has a more direct
path to cust, but good #custserv depends on msg by co. big or small
#custserv
2011-05-18 1:52 am AndreaMemenas Agreed RT @Starbucker: Happy is the new black in #custserv. As it
should be. It's good business. Happy employees & customers. And
CEOs
2011-05-18 1:52 am CustServGreeter @jasonschubring Thanks for coming by the #custserv chat!
2011-05-18 1:52 am 14str8 @CustServGreeter love the topic. Always great nuggets in the
#custserv stream.
2011-05-18 1:52 am seanbell @bobchieppa Your right of course. Getting those boats in line is the
challenge. If big biz will engage - it is powerful. #custserv
2011-05-18 1:53 am berkson0 Social media is a communication *tool*, not a magic potion. If you
don't know ur custs now, SocMe ain't gonna help you. #custserv
2011-05-18 1:53 am gregortbach Here's one... small biz is vinyl and big biz is digital. Rough edges and
more dynamic versus polished but a tad sterile. #custserv
2011-05-18 1:53 am UnitedLinen Have to run. Check you guys later. #custserv
2011-05-18 1:53 am MarshaCollier During the last five minutes of the chat, feel free to post links to
pertinent #custserv posts this week for off-chat reading!
2011-05-18 1:53 am KnowledgeBishop @berkson0 My thought is that #scrm can enable contact center staff
to "know" who they are serving. #custserv
2011-05-18 1:53 am berkson0 (just can't get away) #custserv
2011-05-18 1:53 am Toby_Metcalf 6-3 @nhlBruins!!!!!!!!!! #custserv
2011-05-18 1:53 am BrandIdeas @LizzVos Running a small business comes with the weight of your
own destiny carried on your shoulders #custserv
2011-05-18 1:53 am BobChieppa RT @Exal_online: #Custserv is made up of people. If you have 10 or
10,000; You can have good or bad experience. You can only talk to 1
at a time!
2011-05-18 1:53 am World2Network RT @KarenLocker: companies big or small if they give great
customer service they dont have to promote it their customers will do
it for them #custserv
2011-05-18 1:53 am KarenLocker RT @berkson0: Social media is a communication *tool* not a magic
potion. If you dont know ur custs now, SocMe aint gonna help you.
#custserv
2011-05-18 1:53 am darleenw Agree good Cust serv is a company vision set by senior staff and
CEO #custserv
2011-05-18 1:53 am EYellin @MarshaCollier Right. But still closer than with 250,000 employees. I
hear you though. #custserv
2011-05-18 1:53 am VickieMacFadden Checking last few minutes of chat! Surprised at larger companies with
SM presence who Don't respond. #Custserv
2011-05-18 1:53 am Toby_Metcalf @berkson0 also a great in-road and triage method #custserv
2011-05-18 1:54 am ImMarkBernhardt RT @BrandIdeas: @LizzVos Running a small business comes with
the weight of your own destiny carried on your shoulders #custserv
2011-05-18 1:54 am Exal_online #Custserv links of the night http://bit.ly/mlwuGd http://bit.ly/jRu1xU
 and shameless self promotion http://exal.ca/
2011-05-18 1:54 am aaron_robb @GregOrtbach Are you saying big biz has no real form, no tangible
essence? #custserv
2011-05-18 1:54 am fredmcclimans @aaron_robb Strategies will/should vary by type of co. It's when they
implement technology without strategy that they fail at #custserv
2011-05-18 1:54 am seanbell @BrandIdeas True - but running a big biz comes with the weight of
everyones destiny on your shoulders. #custserv
2011-05-18 1:54 am CustServGreeter @ikki_tousen @judymartin8 @livepath Thanks for coming by the
#custserv chat this evening!
2011-05-18 1:54 am theflaggagency @MarshaCollier Always following up is so important for #custserv
Comment from 1 client "Wished I had warned him about booze bill on
cruise!
2011-05-18 1:54 am Starbucker @BeckyMcCray @unitedlinen Love it - I'll never forget the times I
strapped on a headset, or put in a cable box. U learn SO much.
#custserv
2011-05-18 1:54 am OurTownMagazine RT @Starbucker: Happy is the new black in #custserv. As it should
be. It's simply good business. Happy employees & customers. And
CEOs
2011-05-18 1:54 am RandiBusse The WOW Factor http://t.co/UIamoWi via @likeablemedia #custserv
2011-05-18 1:54 am darleenw Agree good customer service is vision and way of life set by CEO
downward #custserv
2011-05-18 1:54 am MarshaCollier @UnitedLinen Thanks for joining in! #custserv
2011-05-18 1:54 am SociallySavvy4U @lizzvos @mzayfert GOOD point...no time no resource = it is really
worth it! #custserv
2011-05-18 1:54 am buona_vita RT @Toby_Metcalf: 6-3 @nhlBruins!!!!!!!!!! #custserv
2011-05-18 1:54 am gregortbach Only when made in 'Dubly' RT @aaron_robb: @GregOrtbach Are you
saying big biz has no real form, no tangible essence? #custserv
2011-05-18 1:54 am fredmcclimans @berkson0 You are the needle in the haystack, and this chat is the
giant magnet hanging above it... #custserv
2011-05-18 1:55 am royatkinson Check out the #custserv chat resources on the Wordpress site
http://ow.ly/4VS4z
2011-05-18 1:55 am royatkinson For continued conversation, see the #custserv chat LinkedIn Group
http://ow.ly/4VRK4
2011-05-18 1:55 am EYellin @JeffreyJKingman Duct Tape attitude. I like that. I think that may be
how I view a few things in my life. Not work, of course. #custserv
2011-05-18 1:55 am OurTownMagazine @theflaggagency Great attitude! #custserv
2011-05-18 1:55 am CustServGreeter @BeckyMcCray Thanks for coming by the chat! #custserv
2011-05-18 1:55 am aaron_robb @fredmcclimans So going for the paid approach (throwing money at
it) vs looking into creative approach? Makes sense. #custserv
2011-05-18 1:55 am mattceni can always learn a lot following #custserv chat.
2011-05-18 1:55 am Jon_Ferrara RT @twieberneit: Getting #custserv right is a must - people are
ready to pay for it http://bit.ly/kNM2Lr - but it must be the RIGHT
service
2011-05-18 1:55 am MarshaCollier Good post on "very" small businesses:How small is small? After all,
size isn't everything | eBay Ink http://bit.ly/lcsFI4 #custserv
2011-05-18 1:55 am judymartin8 @CustServGreeter Enjoyed it thanks! #custserv
2011-05-18 1:55 am AndreaMemenas Had a great time at #custserv chat and did NOT burn the meatballs.
Thanks for the great conversation! Until next week...
2011-05-18 1:55 am CustServGreeter @NovakaynTweet Thanks for stopping by the #custserv chat!
2011-05-18 1:55 am darleenw Thanks for chat #custserv
2011-05-18 1:55 am soniafarace RT @royatkinson: Check out the #custserv chat resources on the
Wordpress site http://ow.ly/4VS4z #custserv
2011-05-18 1:55 am fredmcclimans @gregortbach 10 pts for a Spinal Tap reference (Dubly) cc
@aaron_robb @GregOrtbach #custserv
2011-05-18 1:56 am mjayliebs RT @EYellin: @JeffreyJKingman Duct Tape attitude. I like that. I think
that may be how I view a few things in my life. | nice #custserv
2011-05-18 1:56 am Starbucker RT @Exal_online: #Custserv is made up of people. If U have 10 or
10,000; U can have good or bad experience. U can only talk to 1 at a
time!
2011-05-18 1:56 am VickieMacFadden Too many companies think they are too busy "taking care of biz" to
say thank you. Sad! #Custserv
2011-05-18 1:56 am adarchan RT @royatkinson: Check out the #custserv chat resources on the
Wordpress site http://ow.ly/4VS4z #custserv
2011-05-18 1:56 am EYellin @seanbell vision is key, in smalller biz it can maybe be transmitted
more directly than in larger biz #custserv
2011-05-18 1:56 am Starbucker RT @darleenw: Agree good Cust serv is a company vision set by
senior staff and CEO #custserv (exactly)
2011-05-18 1:56 am ChrissannRuehle RT @mjayliebs: RT @EYellin: @JeffreyJKingman Duct Tape attitude.
I like that. I think that may be how I view a few things in my life. | nice
#custserv
2011-05-18 1:56 am gregortbach Thank-you! #becomingmoreselective RT @fredmcclimans:
@gregortbach 10 pts for a Spinal Tap reference (Dubly) cc
@aaron_robb #custserv
2011-05-18 1:56 am aaron_robb @GregOrtbach @fredmcclimans "Small businesses go to 11" ;)
#custserv
2011-05-18 1:56 am UnitedLinen RT @MarshaCollier @UnitedLinen Thanks for joining in! #custserv
<-- My pleasure
2011-05-18 1:56 am Vivisimo_Inc RT @Starbucker: RT @darleenw: Agree good Cust serv is a
company vision set by senior staff and CEO #custserv (exactly)
#custserv
2011-05-18 1:56 am berkson0 @KnowledgeBishop Yes, but needs to start with a strategic desire to
understand customer. SocMe is part of that process. #scrm
#custserv
2011-05-18 1:57 am Toby_Metcalf RT @Starbucker: RT @darleenw: Agree good Cust serv is a
company vision set by senior staff and CEO #custserv (exactly)
#custserv
2011-05-18 1:57 am fredmcclimans @aaron_robb Exactly. There is no single service/support "tool" for all
orgs. You must start from the customer's perspective/need.
#custserv
2011-05-18 1:57 am KarenLocker RT @EYellin: @seanbell vision is key, in smalller biz it can maybe be
transmitted more directly than in larger biz #custserv
2011-05-18 1:57 am SociallySavvy4U Amen! RT @starbucker: RT @darleenw: Agree good Cust serv is a
company vision set by senior staff and CEO #custserv (exactly)
2011-05-18 1:57 am Natasha_D_G Good point RT @EYellin: @seanbell vision is key, in smalller biz it
can maybe be transmitted more directly than in larger biz #custserv
2011-05-18 1:57 am Exal_online RT @darleenw: Agree good Cust serv is a company vision set by
senior staff and CEO #custserv
2011-05-18 1:57 am seanbell @EYellin Absolutely, it is easier to get 5 people together and say
"Let's go that way" than get 10K to do it. #custserv
2011-05-18 1:57 am ImMarkBernhardt Good! I'm about to pop the strawberry-mango chicken into the oven
 here. | RT @AndreaMemenas: ... did NOT burn the meatballs...
#custserv
2011-05-18 1:57 am takingchargenow Missing #custserv chat tonight...
2011-05-18 1:57 am soniafarace Thank You/Gracias @CustServGreeter @JeffreyJKingman
@MarshaCollier & Thx to All #custserv entushiasts, "see you" in next
week tweetchat =)
2011-05-18 1:57 am BobChieppa RT @Vivisimo_Inc: RT @Starbucker: RT @darleenw: Agree good
Cust serv is a company vision set by senior staff and CEO #custserv
(exactly) #custserv
2011-05-18 1:57 am fredmcclimans RT @aaron_robb: @GregOrtbach @fredmcclimans "Small
businesses go to 11" ;) <Now you're talking my language! #custserv
2011-05-18 1:57 am berkson0 Will y'all just stop saying interesting things so I can get back to
working on my deliverables. #custserv
2011-05-18 1:58 am Exal_online This is the first time leaving a #custserv chat and being very, very
hungry. #meatballs #mangoChicken
2011-05-18 1:58 am LizzVos RT @ebayinkblog: RT @KarenLocker: great customer service
companies don't have to promote-customers will do it for them: and
gladly #custserv
2011-05-18 1:58 am clairelhuxley @MarshaCollier wow, that's not that small! Being customer focused
not shareholder driven is key! We do care about customers.
#custserv
2011-05-18 1:58 am berkson0 Um...huh? RT @fredmcclimans: @berkson0 You are the needle in
the haystack, and this chat is the giant magnet hanging above it...
#custserv
2011-05-18 1:58 am EYellin @teriel @mjayliebs @JeffreyJKingman A friend of mine won a
contest making a prom dress from duct tape. #custserv
2011-05-18 1:58 am jodyrogers What's that phrase? "It's not personal, it's business". In #SmallBiz it
seems like there's a lot more "personal" in business #custserv
2011-05-18 1:58 am Natasha_D_G @berkson0 Chop chop! #custserv
2011-05-18 1:58 am theflaggagency Here is a little column I wrote about excellent #custserv and lessons
from @ScottMonty and Seth Godin http://bit.ly/fRcUsp
2011-05-18 1:58 am MarshaCollier Thank you everyone for joining in #custserv. Transcript will be posted
on scribd tomorrow!
2011-05-18 1:58 am danielnewmanUV RT @darleenw: Agree good Cust serv is a company vision set by
senior staff and CEO #custserv - The #Core of the #vision in fact
2011-05-18 1:58 am Aimee_Lucas Thanks #custserv chatters. Love the different perspectives & ideas I
take away. And to @CustServGreeter @JeffreyJKingman
@MarshaCollier
2011-05-18 1:58 am TahiraCreates RT @Starbucker: RT @darleenw: Agree good Cust serv is a
company vision set by senior staff and CEO #custserv (exactly)
2011-05-18 1:58 am JeffreyJKingman @berkson0 #bwahahahahahahahahahaha hard to make Darth Vader
noises in 140 characters #custserv
2011-05-18 1:58 am Starbucker Thx @MarshaCollier @JeffreyJKingman for the #custserv chat -
keep "showing the way"!
2011-05-18 1:58 am fredmcclimans @aaron_robb Great test for BigCo's. Buy your own product, break it
and then call customer service... Be the customer! #custserv
2011-05-18 1:58 am seanbell Thanks all #custserv was - as usual - #awesome.
2011-05-18 1:58 am KarenLocker @seanbell @EYellin - I think that is one of the nice things about small
business, I make the decisions, no decisions by committee
#custserv
2011-05-18 1:59 am SociallySavvy4U @vickiemacfadden So true and the ones that do...definitely STAND
OUT #custserv
2011-05-18 1:59 am Vivisimo_Inc No matter size reach cust where they are http://bit.ly/jOS4uj &
u'stand what words/phrase cust is using http://bit.ly/mqhozw #cem
#custserv
2011-05-18 1:59 am LovelyLu Good customer svc is lived throughout the company. #custserv
2011-05-18 1:59 am VickieMacFadden Don't forget to follow your new chat friends! #Custserv
2011-05-18 1:59 am EYellin @MargieClayman Hey Margie. Good to see you, even if we didn't
actually interact tonight. #custserv
2011-05-18 1:59 am OurTownMagazine RT @MarshaCollier: Good post on "very" small businesses:How small
is small? After all, size isn't everything | eBay Ink http://bit.ly/lcsFI4
#custserv
2011-05-18 1:59 am seanbell @KarenLocker I completely agree with you. #custserv
2011-05-18 1:59 am KnowledgeBishop @berkson0 Agreed. Assuming the culture values loyalty, #scrm can
move the "knowing" beyond transaction logs. #custserv
2011-05-18 1:59 am MarshaCollier @Starbucker Thank you for your kindness and support, it means a lot
#custserv
2011-05-18 1:59 am Toby_Metcalf Sorry to be late - thank you for another wonderful chat - fast and
informative! #knowledge #collaboration #ideas #custserv
2011-05-18 1:59 am Dogpaddling RT @SociallySavvy4U: Completely agree that bad #custserv is the
unwillingness of top management...the trickle ... http://tmi.me/akxgu
2011-05-18 1:59 am EYellin @KarenLocker Decisions by committee usually need re-deciding
sooner or later #custserv
2011-05-18 1:59 am Natasha_D_G HA! RT @fredmcclimans: @aaron_robb Great test for BigCos. Buy
own prod, break it then call customer service... Be the customer!
#custserv
2011-05-18 1:59 am decisionstats RT @berkson0: Will y'all just stop saying interesting things so I can
get back to working on my deliverables. #custserv
2011-05-18 1:59 am aaron_robb Wow that's a challenge. RT @fredmcclimans: Great test for BigCo's.
Buy own product, break it and then call customer service...#custserv