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ts 63 cont 107 ret ribut weet ors s 121 @epl i es 27 lin ks

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Tweet arma s rn I I er He I I 0 eve r 'P n e! I d ire ct IDgi t a I Ca r e e ffo r t sat lIFE and social support, comrunit ies and tb:Ius~gserJlel at i aifwt rChat 411 Cu s t 0 rre r s e r v i c.c aB 5 e ri \S jus t s tar tin 9 rro d era ted @AI. r s h a Co I I tierffr e WI{n grrn n a rra I Ice n t e r d r @:PC h tic Ie: Th e 5 Ws 0 f Vir I d CI ass Cu s t 0 rre r Se r ' #cust s e r-st t p: I It. col LVN-lt\PEN alBffreWl{ngrrnn @osephnichell had heard a whisper rurror tot hat e fft fr on@/llr shaCol I i eilran k 'Plilcust ser v aMlrshaCol1 ier@osephnicheTdniyis al 01 d friend - I rrent ion him in ht t p: I It. col TOtJesA W go way back! #t he zappo s e xie r i e #cust se r v a~ rree lucas (])od even i#l<g.lst ser-v ny focus is Va:, and cl i ent e xie r i E pro fe s s ion a I s e r vic e s . 1.0 0 kin 9 fo r wa r d tot 0 nigh t ' s a IB ffr e WI{n grrn n h ewer e ad y fo r I1cll!$tt s;e r v a I1J) ace 101 In t r 0: Pr 0 gr e s s i vel e ad e r 0 f Cu s t 0 rre r Se r vic e 0 r gs ~n1 - bl oggelTt atp: I It. col hx1ZTfB~CF #cust ser v arma s rn I I er let it @(:Iff{ e'}(.l{ngrrnn -#cust se rona t begi ns a mffr e)lll{ngrrnn Toni ght s t opi c spar ked by ny e oe r i ence@lMlstl week wi ht t p:llt .co/P~ serv a tru s t Se r v (] e e t CJJ d eve n i @!1 a s ni I I @r 0 s e p h ni c h @il rte e lu cas 0 #cust se r v a tru s t Se r v (] e e t ~ ge r t hat @?1Rf e \<K n grrn n: h ewer e a d y fo r fl i gh t ? #cust se r v a Olbi e c t i v e _ e ~Awa k e Twit t e r p e 0 pie s - (]) i n 9 t 0 t#E: u1s B Is err ~ par tin t we e t - u p a rre ric ant h i n gy fo r the n e >4: h 0 u r, s 0 s 0 r r tweet s aMlr shaCol I i erlnt rNJcust s e ran d tech aut hor & speaker (over a rn I I sol dl) t p:llt .co/~hm SBI ajnennecl arke RT@vent survEYj:en sending#Eust se rsur v ejs , don't fo r ; what 'Pu I ear ned about wr i t i ng btob flhdVer. dOEHfrfZ@1nS #cct r #ce m alBffre)lll{ngrrnn Wen he Brand 1.o~1 ist s Too Cost I yTo#&JlSt~eTIClfIC atrust Serv(]eetCJJod eveni~rshaColl i!.(mst serv aHtchardNlt 01 i@?ffreWl{ngrrnn Perhaps t heyshoul d have done researc be fo r e fi r i n 9 ~G u s t: $ e r v a mffr eWl{ngrrnn IIHNITlo\s 1 Br and 1.o~1 i st : Cust orrer who rra i nat ins an acco u n twit h 'P u r t#taIist ESlSr v alTpace101 RT @?ffre\<Kngrrnn: Wen he Brand 1.o~1 ist s Too Cost I Y Bit? TCPIC #cust se r v

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O<i f I j oi n t #cLi~tser v WI I be a r r i \#iau~ tas e rsVl 0 r t I 'I IIHNITlo\s 2 Br and Arrbassador: A cust orrer ~u sel ect rep res e n t ~ u r bra n din t h~ IU5 t CSmrulll i t Y a MH s h a Co I lie rSo rre d e fi nit ion s fo r t #ri I$S tNesei[Ok$a : Bra n d 1.0 ~ lis t t Cu s t 0 rre r wh 0 rra i n t a ins a n act i v e a c c 0 u n twit h ~ ur a fi'.u s t Se r v (] e e t Rfr@?ffr e \(.K n grra n: IIHNITlo\s 1 Bra n d 1.0 ~ lis t : Cu s t 0 rre r who rrainat ins an act ive account wi#chuS}blSreroosiness a fID bel Ca r e (]) 0 d #c u 5 t 5 e rne qui res c rea tin 9 a rre c han ism i n wh i c h ( con c ern s can bed e a I twit h e ffi c i e n t I 1, ina fr i end I aOlbj ect ive_e~lVbrning / 6tening to evkl¥lbeseirooat /waves. liking tt sound of t hi s t opi c! a Ml r s h a Co I lie ria i nit ion s 2: Bra n d Arrb ass ado r: A c us t 0 rre r ~ use I e ~ u r bra n din the i r 1/10 UBtt IS ietr y amvanhanil t on@lchardNlt dhe y s h o ul dn't have to do research, the a CRVI that sa}S"@?ffr eyKn grran is a I o~#custsSEDI11YH " a Ml r s h a Co I lie r@ 0 s e ph ni c h e([)i Iii n e s e I lin 9 i son I y 1/ 3 0 f wh a tid 0 / VI a busy g#cust ser v a rn ffr e)lll{ n grra n Q1 f-b w d 0 ~ u a s bus i n e sst r a c k c u s t 0 rre rio ~ It,/? 1.0 ~ rreasur ed by I ongevi t y of act i ve account? Amount of p #cust se tlvust se r v aHtchardNlt 01 i@vanhanil t~eed. I was referring tot he "not goir st a n oecust serv a fi'.u s t Se r v (] e e t ret loa n d we I@cb>rjrEecti v e @pace 101 @n1 0 rrk 0 ~ egO t ba cacus t ser v a ffila r r ')8 irk e t t W' rewa i tin 9 fo r ~ u , (@Je!ll!gcRTl b a c'liVl I b ear r i v i n gat #cust s e rsn o r t 1'1 aMlrshaCol1 ierIDd the,/? F@lchardNlt c@:!jffre}(.l{ngrran if t heyfired ~u, did the y rei e a s e ~ u fr 0 m ~ u r 2 ~ arc 0 mni t rre n twit #cust se r v aMlrshaCol1 ierRT@?ffre\(.Kngrran: Q1 f-bwdo ~u as business track cust I 0~1 t '/? 1.o~1 t Y rreasur ed by I ongevi t y of act i ve accou pur chase#&ust setluust ser v amvanhanil t onWchardNlt cQti cha#c).Jst serv aHtchardNlt 01 iA1: So rran y wajs to rreasure; nurrber of purchases, t 01 pur chases, I ongevi t y of account, e o a n s i c#lcusf servi ce affilrandonEBC st e ppl n q seuse se roha t for a few ... e xius e t he barrage on ur st ream! aoilasni I I er @,ilrshaCol I is::IToul d we al so defi ne t I1I<ruSll:ssed}ltiaitst do not rreet ni ni rrurn ser vi ce t hr eshol ds - or edge ( support arnffre\lll{ngrran @,ilrshaColl iTffireydid. But II iked nyrel at ionship wit #cust se r v a gn1 0 rrk 0 A1: co n sis ten c y and 110u Sltrs e r v aMlrshaCol ierA1: 1\1'1 0~1 cust orrers are repeat cust orrers - they, so rre t hi n 9 e x r a i nth e#cu~tlCslea:ge ! a rn ffr e)lll{ n grra n @,il r s h a Co I I @jIrc h a r d Nl t o Ife e I I ike the c h eat e d - 0 n - I #cust se r v aHtchardNlt 01 i@?ffre)lll{ngrran If rrv p ar t icipat ion in this 2nit e get s Trrobi I e I'm goi ng t 0 cal I ~u! (when I ~stl. ~erw phon

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A 1 F€ pea t bus i n e s san d #aus~eS'e t W W don' t rea I I Y t r a c k c us t 0 rre rio ~ I t Y fo r rra I I 1, i t rrerror y. And we try tot r eat rrost cliBlustnse!i vequal I' affilrandonEBC I ongevit yand rtlcblllSta;le~v alTpace101 A1: depends on ~ur business and core rret rics. RT @? ffr e WI{n grrn n: Q1 f-b w d 0 ~ u a s bus i n e sst r ac k c ust 0 I I 0~1 t ~ust ser v atnsbandit 0 @4lrshaCol I iarrd new cust orrer s don't get sorret hi ng boyoh boyl#cJ.,I;St serv aMlrshaCol1 ierA1 6ten rry s rra l l est $ vol urre cust orrers are treasure, back agai n an d ~tnser v aHtchardNlt 01 iA1: It hink it is wise to al so consider profit abil i when I ooki ng at I 0~1 #<¥Jsthseglv. a surrn e r rrus o l f RT@vanhanil t WJ:don't real I yt rack cust orrer I 0~1 it's rrore based on rrerrory. And we t ryt 0 treat rros e qua I I#~ u 5 t 5 e r v a sa n che z b ..binintg::ust se.rv-lell 0 e v e r jo n e l a errt orrko good cat ch - refer@3a:la$lcRfnEBO:ongevit yand referral ~ #cust se r v a~ rree lucas A1: t enur e, revenue gr owt h of account, as wei I as I t h r 0 u gh sur v e y p r#c [] S t sse r v aoilasni I I er Q1 f-bw do ~u as busi ness track cust orrer I 0~1 t f. Ml i n tot hat fo r u s - ten u rea n d s pen (#ca 5 e ste h v bas i c aMlrshaCol1 i e rbe w cust orrers get a not e, thanking t hem for purcha @ sbandi@4B.r shaCol I iarrd new cust orrer s don't get sr speci afl6\Jst ser v atrust Serv(]eetCEeet ings and we@rdnerrko@BrandonEB@ancheLj b @urmer rrus o eeust ser v afBhell \Karrer RT@ hebrandbuil(]leat piec@ti!Mt Bharga~a how bra n d s are a Ire a d y u sin 9 soc i a I nlic:lLi S!I: 5 mr ;, rrp r 0 v e ht t p: I It. col XrG~O::: aMlrshaCol ierWrt h repeat ing! FIfEfRAl.S!@JfH orrko:good cat ch - referr RT @B ran don EB0: 0 n ge v i t Y and r#:cfus tr 8 e IS v a errt orrko AI wa'f3 thank the cuseusaeser v a EJB n c h e Lj b Mr @ i c h a r dna tAb: I iSo rra n y wa 'f3 t 0 rre a sur e; numb e r 0 f pur chases, t ot al val ue of pur chases, I ongevi t y of al #cust se r v aHtchardNlt 01 i@4lrshaColl ifErferral s are good, however rrost never the n#cust se r v arnffreWl{ngrrnn Is it easier for s rra l l er bizt 0 ra~dl.us:lJsteotrer I 0~1 a ffilran don EBC i wo u I d t hi n k @:d~r eF\lli n grrn n: Is i tea s i e r fo r s rra I I e r t r a c k c u s t 0 rre r #a1.¥i t 5 ~ v a ~ rre e lu cas + 1 RT@l c h a r d Nl t oA\ 1i: : I t h ink i tis wi set 0 a Iso co n : pro fi tab iii t Y 0 f e a c h rei at ion s hip wh e n I 0 0 kin gat #cust se r v aMt chPopil chaRIT@ hebrandbuil(]leat piec@ti!Mt Bharga~a how bra n d s are a Ire a d y u sin 9 soc i a I nlic:lLi S!I: 5 mr ;, rrp r 0 v e ht t p: I It. col XrG~O::: a surrn e r rrus o l f Considering equal comnit rrent@?ff)'ea\<,K.n@IE.n: Is it e a s i e r fo r s rra I I e r biz tot r a c k tmuBt CBlB'"rv I 0 ~ I t f.

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t heyare essent ial @jrchm.dRit c@,trshaColl ier F€ fe r r a I s are go 0 d, howe v e r rro s t n e vtecrustsse fCM" the r aM c h a e I l¥ e RT @i rre e lucas: A1: ten u r e, r eve n u e gr 0 wt h of a c c 0 un t a s I 0 ~ I t Y rre a sur e t h r 0 ugh s u#~ pl"EO'"C'E s s a sa n che z b Mr @hel I ysr arreIT"@ hebr andbui IHd'6rbr ands ar e usi ng soci al rred i a t 0 #~tose@1ohi t B har gava ht t p:llt .co/2t SsWc3 a tn ve l ')ill It's e a s i e r fo r s rra I I biz - t hat Ch e e r s "6t e r ~ 0 d Y k n rre n t a I @?tyr e WI{ n grra n #cust se r v afitchardNlt 01 iSorre srral I er corrpan i es lack t he r esour ces t 0 put rroni tor i ng s}St errs. Srrnl I doesn't #m..Est $(e\R\C1 i ent aMlr shaCol i e r@l c h a r d Nl t o-b iN abo u t ny gi v i n 9 fr e e s hip pin 9 0 n 'yO uri ever y refer r al 'yOu sfl#olCllstrrs@r v aMlr shaCol i erQ2 10 'yOu have a I 0~1 t Y pr ogr an#CI1SpIS2<rat? agn1 orrko Cost t 0 ser ve is key when eva I uat i ng cust orrer s so rewarding but not ur#p[JsfisEB'"tNe afitchardNlt 01 i@4lr shaCol I iTffiren 'yOu ar e on e of t he few t hat act ual #cust se r v aEJBr ah go r e RT @Ill r s h a Co I I i 8<J rre d e fi nit ion s fo r t #n us t Vl&Ei2l1at1sa t Bra n d 1.0 ~ lis t : Cu s t 0 rre r wh 0 rra i n t a ins a n act i v e a business a surm er rrus o l f Sad I 1, al as ... @1hr smCol I i €ii:1O 'yOu have a I 0~1 t Y pro gr ami n p I tA~ 5e r v a IB ffr e WI{ n grra n RT @Ill r s h a Co I I i €ii:1O 'yO h a v e a I 0 ~ I t Y pro gr ami n pic u #cust se r v a oil a s ni I I era her fa c tor s t 0 con sid e r too - biz c h a I len ge t 0 d a Wv1 in fl uen ce an d not j u9ltCUSEHrr\llI s atrust Ser va eetCJJod even in 9 an d we@b67eE ')ill @t1 chael l¥ Weust ser v a Ml r s h a Co I lie r@l c h a r d Nl t 0 I. jan d? I act u a I I Y gi vet hem abo nus fo r #cust se r v a mv a n h a ni Ito n W don' t h a v e a I 0 ~ I t Y pro gr ami n p I ace, but I' d I on e#cust se r v a ffilr and 0 nEB C A2: I'v03T IIHNT8....Y #cust se r v a Ml r s h a Co I lie r@v a n h a ni I t IIDn 0 r i n 9 Ion 9 t e r m c u s t 0 rre r s k e e pst he doesn't t ak#clIIBtrserv a rm r 'I a ric k RT @Ill r s h a Co I I i €ii :10 'yO h a v e a I 0 ~ I t Y pro gr ami n pi c u #cust se r v a fit c h a r d Nl t 0 I iA2 : I don' t k now t hat " pro gr a rrs " are rea I I Y n e c e s s s act ion s ar e wi t h "I 0~1 " cust om#cSlsars::e1Wl1 uabl e. a tn ve l ')ill ~ust Ser va eetre~ Fby#cust ser v a mv a n h a ni Ion @4lr s h a Co I I iIeloeli eve it... jus t fe e Iso v e r wh e I rn n 9 VI about #ictust serv a Olbi e c t i v e _ e IftA2. I\b t fo r rm I I Y but the Ion ge r 'yO d e a I wi t h rre t h u tend t 0 be wi t h pr i #£~s1t &ersvet c a In vel \til A2 W gi v e dis co u n t san d fr e e b i est o#duBt are ~ \D ~ I t Y. . a oil a s ni I I e r A2. W d 0 and h a v e rre a sur a b I e s u c c e s s fr 0 m the s e p r ( Sorret i rres hi ghl i ght i ng val ue feat Ur#eastHser 11r i ed Iftt a EJB c he lj b n If 'yO h a v e a c us t 0 rre rio u ~ I t Y pro gr am, rm k e i tea sy . use it (don't at tach I ot#susf s e n u i t ions). a ffilurge r Bit c h Y'Rb a s t Ch i c ken nigh t rm res. Th i s we e kat the bur ge r b i j

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#cust se r v a ffil r an don EBC @l char d Nl t (!tlo h s t an t co n sis ten tin t e r act ion wi t h IVAKI\G the m fe e I val u e dis e#61!!S1ttsmti \( atrust Serv(]eetf-et I 0 and wei corre t @1anahcgat@ sbandit 0 @"ar'lariC#Cust serv a fit char d Nl t 0 I i I a I wa 'f3 fee I a wk wa r d wh e n I hear abo u t "I 0 ~ I t Y pro ~ rei at ion s hip s rro ret han rewa r d s fo #c lase sleirrvg b 0 )€ S . a Ml r s h a Co I lie rOl e 0 f the fi r s t I 0 ~ I t@allerrcb gracm AAd van t a ge , s tar t E rti; 1981, I suspect it's hel ped t hem hoi d on when t hi n! #cust se r v aHb'fJ: ki nson Topi c r eni nder: Wen he Br and 1.o~1 i st s Too Cost I Y #cust se r v a B1.l e ann e @4l r s h a Co I I iGEr. W h a v e a n a we s 0 rre pro gr ami n p I ace ' But t e r fl y F€ wa r d s . ~ rrb e r sea r ncr e d its and don at #cust se r v arnffre)lll{ngrran Q3 'Nat rewards do ~u have in pi ace for I 0~1 cust 0 #cust se tlvust se r v afitchardNlt 01 i@4lrshaColl iTffirose prograrrs are nisi abel ed. THeyare rewa r d pro gr a rrs t han I 0 ~ I Wq.tIiSrt agI! ravrs . a sa n che z b @ichardnatCotti orrer I 0~1 t yprograrrs rrayhel p t il t becorre I 0~1 cust #xm:s1sser v aMlrshaCol ierRT~ffre)lll{ngrran: Q3 'Nat rewards do ~u have in pi aCI I 0~1 cust orliclUsf serv a Ml r s h a Co lie r,AQre e d F@an c h e 2j t@ i c h a r dna tCo t ti 0 rre rio ~ I t Y pro gr a r rra y he I p til t "I e a n e r s" t 0 be co m:#clus \as e c" s t 0 rre r s . a rm r 'I a ric k love it. @ill e an n e (;'E: W have an awes 0 rre pro gr am cal I But t e r fl y F€ wa r d s . ~ rrb e r sea r ncr e d its and don at #cust se r v a surm e r rrus o l f If it's possi bl e to fai I a chat, tilcwsttlscm.rw/*1t alllri ght "s a In vel \til 1.0 vet hat - don ate poi r@LSe fmm rgfit:oos t 5 e r v a fit char d Nl t 0 liB est t hi n 9 ~ u can d 0 fo r a I 0 ~ I c u s t 0 rre r i s ret u r the n#cust se r v a rtM ani Hur ric a r@,i=I. r s h a Co I I @Ire ric a n Ai Mt s tad rn t #t Lts::I: i 5e roo s dec lin e d gr eat I y 0 v e r the pas t ~ a r . a ffil ran don EBC K3 : Q.JA.RTER...Y pre cia t ion ap 0 uti n gs / co n c e r t s / din n e r s / , t ast i ngs. t hi s has cr eat ed a huge buzz arrongst our #cust se r v atrust Serv(]eetCJJod eveni@gJe ann#cust serv a In An d 'fb ark ES . t rue fo r vet s! "@n1 0 rrk 0: Co s t t 0 s e r ve i s key p c us t 0 rre r s sot hat I 0 ~ I t Y i s rewa r din glbus t Sm>'rt v un I a M c h a e I l¥ I e PI2. 1.0 ~ I t Y Pr 0 gr a m, s h 0 u I d not be apr 0 gr a m It s h 0 l chall enge wit h onl ywinning as a pc.#.J:3listtl500IOYltcorre. a B1.l rm e r m.J sol f K3 - we rea I I Y don' t 0 ffe ran 'J. h i n 9 fr 0 m a I 0 ~ I t Y per cust orrertreust serv armr'larick +1 RT@lchardNlt ollie:el awkward when I hear about "I ( pro gr a rrs ". I v a I u ere I at ion s hip s > rewa r d s fo r c h e c k #cust se r v amvanhani It onl like t hC@ueRIinne(;'E: W have an awesorre I 0~1 t Y pro gr a m ~ rrb e r sea r ncr e d its and don ate poi n t s " #cust se r v

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Absol ut @¥cell ul i ar pr o ud of it s suit e of cust orrer b @4l r s h a Co I I iGEr 10 }Ou h a v e a I 0 ~ I t Y pro gr ami n p I ace' #cust se r v aMH shaCol I i er@ue anneSounds like a gr E#D:tJst cSellw a tru s t Se r v (] e e t I\e r fa iii n g. :@)urme r ffi.l sol If: it' s po s sib let 0 fa i I a c h wi ton i ~dais:t se.r v * tea r * a su e anne ~ust Serv(]eetrer Sa@'arshacoll idHvite:et and j urrped ir #cust se r v a mu ben v I 0 zan 0 RT @t1 c h a e I l¥ I if2. 1.0 ~ I t Y Pr 0 gr a m, s h 0 u I d not be apr shoul d be const ant chall enge wit h onl ywinning as out co rrscust serv a mv a n h a ni Ito n @Bran don EBC& rea I I Y I ike t hat ide a . Ml k e i t fe e I a c "our al gor it hm has sel ect ed }Ou to #<rus:ti sertvhi sta rm r 'I a ric k @ bi e ct i v e ~ e }Ou co n sid ere d rm kin 9 i t fo r rra I ? PI2. #cust se r v aMlrshaCol1 ierl've been writ ing about rewarding cust orrers of onl i nicet ies since nyfirst e8ayFOr Ii)n#tBstiser1~98! arnffre)lll{ngrmn @urmerffi.lsoIWnna borrownycheat -4idus~ts'erv affilrandonEBC @vanhanil t teas e d on }Our new I{QJf SCGE .. bl ah bl ah b I a I#.c u 5 t 5 e r v a Ml r s h a Co lie r@ue ann eYo u are a I wa 'f3 we I atclUllS t i se r v a su e an n e 02: W have a coupl e of rrerrber s t hat have gai ned OVE rewa r d "p 0 i n t s" It's pre 1#dal)S a \SE9'"0IITe . a B1.l rm e r ffi.l sol f M gh t h a vet o. An s we r 's not @::ofr"ej<.K nig~ n RT Wnna borrownycheat -#ou~tt§erv a rm r 'I a ric k @ u rm e r ffi.l sol Ha. n gin the r e, ~~ rse r v a fit c h a r d N3. t 0 I i 1.0 ~ I t Y ga i ned t h r 0 u gh "r e wa r d s 0 r fr e e b i e s" i s los t sorreone offer s rror e. Tr ue I 0~1 t y o#mrs1oselSvt hat. a Ml r s h a Co lie r@BrandonEBCC>1 a h , b I a h b I a h I\1t I{ 0 u t s cor e rm y bed 0 VI ban k a c c 0 u n tis j tJaiu 5 ti IS e r ;v- ) a su e an n e @4lr shaCol I iTffiran ks #.qust ser v RT @l c h a r d N3. t 01B est t h i n 9 }Ou can d 0 fo r a I 0 ~ I c u s j armr 'I ar i ck ret ur n t hat I o~I#ClJstt csetrivem amric anderser@4lrshaColl @Cll.nche?j @ichardnataotlifant ilslbsitcserv rmy hel p til t I 0~1 cust orrer s i nt 0 br and advocat e atrust Serv(]eetget well shc@lasieom cl allllttqo is under the weat t her even i n#tICust ser v a Ml r s h a Co I lie rWy not add per son a I t @iii clhl 'a rRIJ N3. t olb ¥I I t Y ga i ned t h r 0 u gh "r e wa r d s 0 r fr e e b i e s" i s los t ass 0 0 n ass 0 #cust se r v aQz\\ Har rison RT @a r y a ric !fIT <W c h a r d N3. t 01B est t h i n 9 }Ou can d 0 fo r I 0~1 cust orrer is ret ur n t ha#cus1~let y tot hem atrust Serv(]eetTeat 's how it happe@s,J!e :c).nlHT~ust Se r v G e e t+er Saw @ar shacol I i ~rvite:et and j urrp#roi.Jsitnser v affilrandonEBC @4lrshaColl ieD" IT. just not t yng I 0~1 t yprogram r }Our scor#eust serv atrsdal ton f-bwt 0 lei iver Superior Cust orrer Service in 140 Char ht t p:llt . col (]f1f:l9tcrvjpust serv aMlr shaCol I i er#cust serFir@eit h dougl@kr.shaCol I ifs e q. Ff ~r pr ogr am o n Ie I t a has k e p t rre I 0 ~ I fo r 1. 8 M ni I e s . W s 1 0 f bE

afBharifF€nno

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@vanhanil t@oe anneThat is a real I ycool and #fo r wa r d t h ink i n 9 wa y t 0 b u i I d a I 0 ~ I t Y pro gr a m fo r #cust se r v a sa n che z b Mr @BrandonEBCMlke it special, not "our al gorit hm t ~u to receive this t #sllstts~rlNDtr~nt i o n l n qba rre s affilarr\Birket t Hel ps rre rra k e airl ine de@m:sriSlimacRI i~reed RT @ a n c h e?j t@ i c h a r dna tCo t ti 0 rre rio ~ I t Y. . . be co rre I 0 ~ I cust orrer#sust ser v atrust Serv(]eetHer Efi@ric a n d e r seus t serv afitchardNlt 01 i@,ilrshaColl il.eve the persona#clllsdt...ts:elrv a surrn e r rrus o l f @eit h dougl-asf I rrnyask ... do ~u rerrerrber why~u ct lei t a in t he fi r st pi ace? Wat@4noSl!kae((Jol')du'er #cust se r v a rno r n e p ike RT @.d rea rub i IfIT: @ a c a ITO r 10e sit rea I I Y rra t t e r i f ~ u s the phorhe!t p:llt .co/vJN:aAbtQust serv armr'larick @bj ect ive ~es sense t 0 rre,#a.rsrt~erv aMlr shaCol I i erl' m not al wa'f3 t hr @vtmd cwirt Pil but ny upgr ad es keep rre co ni n 9 bal/llcust se r v a mu ben v I 0 zan 0 RT @i rre e lu cas: A1: ten u r e, rev e n u e gr 0 wt h 0 f a c c 0 u n t a s I 0 ~ I t Y rre a sur e t h r 0 ugh s u#~ pl"EO'"C'E s s atrust Serv(]eetWlrcorre@lchardledo@A Harriso@Barr\8irk#:dust serv a B1.l e ann e <W c h a r died 0 rOJ r CEO R3. n d@'a'f1 t e r had the ide a 'ft a r sag It's pr et t yawesorre, and our rrettdu:srtsserowe it. a tn ve l \W RT @,ilrshaCol I i en not al wa'f3 t hr @rIrm"dio.artAilbut ny u p gr a des k e e p rre coni rig: llIs!I:c5 e r v atm egO t bach Am fi n al I y her e #bet t er I at et han never - Af\.D1've be e i #cust se r v a~ rree lucas Cr it i cal #dulstl.tserlvo~1 t y pr ogr am be in lin e wi what c are I 0 0 kin 9 fo r. I\b tea s y fo r 0 r gs t 0 rre e t b rea d t h a tru s t Se r v (] e e t <R e e tin gs and t h @1lkb§OUtl 0 za. #leu 5 t 5 e r v aMchael WI I et AT @,ilrshaCol I iWy:not add per sonal touch? RT <W c h a r d Nl t olb ¥I I t Y ga i ned t h r 0 u gh "r e wa r d s 0 r fr e e b i as soon as sorreone offe#ausioserv a rn n c h e?j b @ a r r \b irk eI'trn wi t h }O u , B cttclU; t :g.~ r v a 9' 0 shu e r t 0 s @,il r s h a Co I I i felT hap s the be s t I 0 ~ I t Y pro gr ami s con pr ovi de gr eat pr od t#ctJ~t ~~ aMchael WI I et AT@ric ander~rshaColl @Cll.nche?j @ichardnat 01 i and fant c#.dust se rna y hel p til t I 0~1 cust orrer s i nt ( advocat es! a tn ve l \W ~ egO t bactHey (] eg, gl ad t 0 *asJQser v a fit c h a r d Nl t 0 I i 1.0 ~ I t Y pro gr a rrs , .. the y are I ike be i n 9 pro u d 0 f the t hat I 0 ve s ~ u fo r the gi ft s }O u gi ve h/rou.s t Secrht a I 0 a ffilran don EBC + ! RT@I 0 shu e r t @m:r s h a Co I I i felT hap s the be s t I 0 ~ I t Y pro gr ami s con tin u i n 9 top r 0 v ide gr:jQlU 5 t ps mnNJc t , gr a tn s ban d ito @,ilr s h a Co I I icEo" ' t fl yen 0 ugh t 0 rra t t e r, soc 0 n s tan n ai r lin e I 0~1 t Y pr ogr a rrs j #mlst rive r rre a Ml r s h a Co I lie rO\G So I d i Ph0 n e 4 0 neB a y fo r $450! Ww! un bel i eve r s #eBaiOr iDmni egj:cust ser v aoilasni I I er @\ITer i canAUs it e oe r i ence or poi nt s that br i ng ~u t hat is oft en a bal ance of r ewar o scsrstpaef ahrre n t

afitchardledor

am

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Cust orrer s woul drat her see t hei r pr ices decr ease increase) t han "pay' for t he 10~WtU)Stseritfet s/ pe r k s alBffre)lll{ngrran Topic F€ninder: "Wen he Brand 1.o~1 ist s he Too Co: B i i?'#cust ser v alDl iverBI iss Passengers on .e t BI ue angryover poor cust orrer ser : ht t p:llt . col 22#'oUS13lSer v a sk o l be RT@lchardNlt olbjal t ygained through "rewards or fre los t ass 0 0 n ass 0 rre 0 n e 0 ffe r s rro r e. Tr u e I 0 ~ I t Y ( #cust se r v aMlr shaCol I i er~ffr e)lll{ngrran W' r e havi ng too rr#cl:lsruserv a ffil ran don EBC @\i rre e lu cas eve r 'P n e I 0 v est 0 h a v e fu n . fu n go e s a I do sincere "t hanWc¥Si's~rv a tj e gO t b a c h @b vel ')ill Th a n k s - n ice n e vtclllli&t! s e)" v a Ml r s h a Co I lie rQt. Ha. v e 'P u con sid ere d u sin 9 Bra n d Arrb ass ado r s t 0 ~ brand? 10 'Pu corrpensat e them ir#c8sySIfJ(?v arrar '{ ar i ck Arren. Rl@\i rree lucas: Cr i t i ca lscuata se rtvoja l t y pr ogr am b i n lin e wi wh at c u s t 0 rre r s are I 0 0 kin 9 fo r . a tn ve l \til ~ egO t bacl1 01 its st i I I ny Hal I oween pi c - I don't e~s and t hat pal e#austl.cs:e!r!v a IB ffr e WI{ n grra n RT @/ll r s h a Co I I i €i):I: :Hav e 'P u con sid ere d us i n 9 Bra n d Arrbassador s to pr orrot e 'Pur br and? 10 'Pu corrpensat anywaf,#cust serv a tru s t Se r v (] e e t 1!Err' t rra k e rre s top t hi s@IlIrrs!h a ~o RT i e r : ~ffr e)lll{ngrran W' r e havi ng too rr#cl:lsruserv atjegOt bach Thanks @barr\8irk&@lust Serv(]eetfcar hoi ding a pi ace lin e and the d 0 0 r 0 p eitlc us t SlB". v ; ) amvanhanil toni woul d never corrpensat e brand arrbassadors unl ess e rrpl o je e s . Tur ns rei at i onshi ps#tusinsmtC'f i onal . alnizasperl ing WOT! #NlBI oPoI\Ib begins. Pol$tttj9t://t .co/)f~yserv a~rree lucas I'msarre wi lei t a-but is t his I 0~1 t f,"@/llrshaColl ie t h r i I I e @rolE t ire a n Ai but u p gr ad e s k e e p rre coni n 9 b a c k #cust se''r v a rra r v a r i ck Yes! R@I oshuert@m:rshaColl iRerrhaps t he best I 0~1 t pro gr ami s con tin u i n 9 top r 0 v ide gr tlcau s t ps mnNJc t , gr a ffil a r r \8 irk e t t Th a n k s , Fb yl @lUst s e r v gr e eWe co rre@l c h a r died 0 r @A. Har r i so@Bar r \8 i r k#:dust ser v aHtchardNlt 01 i@vanhanil t leaid arrbassadors are call ed e rrpl o je e s , #cust se r v atjegOt bach FUnnyrry h a l l oween pic is st ill appearing in sorre r @bvel \til: ~ egO t bacl1 01 its st i I I ny Hc#Icus1.vvserlvpi c. arraryarick RT@/llrshaColl i€T11O Sol d iPhone 4 on eBayfor $450! W, u n bel i eve r s ... #e B a'fO rtfitOBt em r v atrust Serv(]eetHert h~chael WI I j;!1 bshuert#cast serv a su e anne Qt.: W've gone back and fort h. It seems the unorgani a rrb ass ado r s wo r k bet t e r v san 0 r ga n i 2e d pro gr a m - , #cust se r v a mffr e)lll{ngrran F€st aur ant s "corrp"ensat e br and I 0~1 i st s/arrbassad #cust se r v aoilasni I I er ,AQree V@vanhani It t1Dmand arrbassador s pr efer to be in i nth e bra n d. B e ins i d E#cSl sn cse r iVl sid e

I

1: 26 a mu ben v I 0 zan 0 RT ~u s t Se r v (] e e t (i Ie:e tin gs and t h@rulbE¥l hi I 0 za n 0 #cust se r v 2011-11-02 1: 26 aOlbj ect i ve_elftW have an affi I i at e pr ogr anne that pajs for refer r al fa r rro r ere t urn fr 0 m t h e#CCl~as e r (V n e 2011-11-02 1: 26 armryarick fuct I y. I@BrandonEB(@jrree lucasever~ne loves to ha fu n . fu n go e s a Ion 9 wa Y. sod 0 sin c e r#eu ~1l Isa rI kl ~ u' s 2011-11-02 1: 27 amvan hani I t on@l char d Nlt M.lp#cust ser v 2011-11-02 1: 27 a fi'.u s t Se r v (] e e t @R" e gO t b a c H tho u gh t we we r e hoi din 9 the lin e and I door .@B.ar r \8 i r k#:dust ser v 2011-11-02 1: 27 a Iili n a e co @ van h a ni I t #0 t15 t 5 e r. v a gr e e d! i t deb a s est her e I at 3 sides (co, arrbassador, user/cl ient ) .. even when t 2011-11-02 1: 27 a ffilran don EBC nob ran d a rrb ass ado r s . n 0 co rrp ens at ion fo r bra n d c VERY Sat i sfi ed cl ~ostsser v 2011 - 11 - 02 1: 27 a In vel \til W h a v e gr eat inc e n t i v e pro gr a ITS, and t hat ge n era t I 0~1 t #cust ser v 2011-11-021:27 amvanhanil t on@anakin) And t e rrp tttcuStOSlESr1v 2011-11-02 1:28 aMlrshaCol1 ier@\jrree lucas 1.o~1 t 1, Ifts ... e x ras perks keep us ha pp , bot tie s 0 f s cot chi n #1;uscb. S"E¥'Il ) r 2011-11-021:28 armryarick lQ..Yes. RT@lchardNlt @itanhanil timid arrbassadors ar c a I led e rrp 101ft e s. #cIH~ ts@r v 2011-11-02 1:28 alBffreWl{ngrmn @vanhanil t@anakirburrper st i#lcastserv 2011-11-021:28 affilarr\8irket t@ue annel coul d see less st ruct ure producing an at corres acr oss as rror e #Ct1SBrser v 2011 - 11 - 02 1: 28 a ~ rre e lu cas @Bran don EB~r e e! Th e po we r 0 f sin c e r i t Y - be i t Th a r per son a lin t ere s tin the c u s t 0 rre r - i s VERY po we r fu #cust se r v 2011-11-021:28 affilrandonEBC sorret irres we give out hose cool insul at ed pi ast p I as tic St#CBSIE se r v 2011-11-02 1:29 affilrandonEBC ~ffrewl{ngrmn @vanhanil t@anakir#cust serdto i have t 0 rre n t ion "THE MrSTERY SPOT"::bu rrp e r s tic k e r 2011-11-021:29 affilarr\8irket tSpot 's reserved for@loEe.lQJorRIrbacTtlanks to ~u s t Se r v (] e e t fear hoi din gap I ace i n lin e and the d rre. ; ¥cust se r v 2011-11-021:29 aMlrshaCol1 ier@1 oshuert kD1$erest ing, but he ack of Twit t er foil engage rre n ton Twi t t e r rm k e s rre @iSpArrbaBsaCIIHo r #cust se r v 2011 - 11 - 02 1: 30 a Bi< 0 I be RT @n1 0 rrk 0 : Cu s t 0 rre r s wo u I d r at her see the i r p ric e service increase) t han "pay' for t he I jqaulst ~errvinkel 2011-11-02 1:30 aMlrshaCol ierRT ~ust Se r v G e e t lan':t rmke rre st op t his car! :) RT @4l r s h a Co I I i@ ffr e \<K n grm n W' r e h a vi n 9 too rnuc h fu n #cust se r v 2011-11-021:30 aoilasnill er Tirre for#aust s e rlvoja l t yreward program .. do we earn her e? Badges of cour age; -) 2011-11-021:30 amvanhanil t on@BrandonEBCCourse not, I went to LCi'austaseJntlz :) 2011 - 11 - 02 1: 30 a IB ffr e WI{n grm n @B ran don EBCIB b b I e - h e ad #d DStl se r v 0 2011 - 11 - 02 1: 31 a in 0 n a s del 0 s r e~ n! Rl@v a n h a ni Itd>!lItO U I d n eve r co rrp ens at e bra n d arrbassador s unl ess t heywer e errpl o je e s . Tur ns rei at t ran s act i#<a:os.t se r v 2011-11-02 1:31 agn1 orrko @kol bet hanks Scot t, good tlccstESEr~u 2011-11-021:31 affilrandonEBC @vanhanil tCD\A\ESorre! t he best "brand arrbassador" 2011-11-02

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of a burrper st #cH~tr ser v a Olbi e c t i v e _ e ~Pa yre n t wo n' t rra k e u p fo rio s t rep uta t ion if ~ u r e wr ong pi ace. Wy p a yre n t i sn' t al wa'f3 t#oBstlsetvact or a trs d a Ito n Cu s t 0 rre r s Co rrp I a i n 01 Twit t e r. 'Ny 10 71 % 0 f Bra n d s I Them?http://t .co/(])Rf83tl1;ust s e rlvi v o l ved?#scrm a ms s lal barc¥ Brand arrbassadors are t he best when developed or Corrpensat ion rraynot be needed, j itlGtJstrseD~it ion atrust Serv(]eetret I 0 and wel@<km bitleust serv arnffre)lll{ngrran GO Is a cust orrer call ing t herrsel ves a brand I 0~1 is bizcall ing a cust orrer a brttcnustlscm)t't~71.istt§erv a Ml r s h a Co I lie r,AQre edt 0 a po @letss IiIl bar c ¥ Bra n d a rrb ass ado r s be s t when dev organicall yCorrpensat ion rraynot be neede r e co gn i t #iaus t s e r v amvanhanil t on@[ lit t I e b e l ieve it, that's what we'#mJsttcslelri\K1g ab . . . . jus twas n 't sur e wh i c h s p e c i fi c t h i n 9 :) aoilasnill er Is a cust orrer call ing t herrsel ves a brand I 0~1 ist cal lin 9 t hem a br an 'eust~eirfte'St when cl osel y al i gn aMlrshaCol ier~ss~1 barc¥'Ns referring tot he kind ~u allow to and Plleust se r v a tn ve l '#J PO It's percept ion ... if a cust orrer is call ing t herrs I 0~1 i st - fi nd out #icfusl ses rue. ahltBPI anner A 161 cust orrer who AlJINS pajs on t irre but had a cris past rmn@lht i banjkust showed I 0~1 t Y count s for not #eust ser#tai I a rra r v a r i ck RT~ffre\(.Kngrran: GO Is a cust orrer call ing t herrsel ve~ I 0~1 ist the sarre as a bizcall ing a cust orrer a bra #eust se r v aMlrshaCol1 ierRT@hasnill els:a cust orrer call ing t herrsel ves a brar sarre as a bi z cal ling t hem a b#GI.f&t sED'jiYettt @len c los ely a I i gn e d . atrust Ser v(] e e t+et I 0 and wel@l!>~~1 bar c$eust ser v aMlr shaCol I i er@hasni I I &lct I ~ust ser v arrar 'I ar i ck ~ffr e)lll{n grran PO So rret i rre s but n ot#CUs~r v aHtchardNlt 01 i~BPI annet don't know t hat I've ever heard t hem I ot her VIt8.(}'.Ust er#tai I s agn1 orrko GO: do cust orrer s t hi nk of t herrsel ves as "br and l o y think t heydon't (depends on t htreLprtoswlCV rrajoe ) a Ml r s h a Co lie rRT ~ ffr e)lll{ n grra n: GO Is a c u s t 0 rre rca I lin 9 the rrs e I v e ~ I 0~1 ist the sarre as a bizcall ing a cust orrer a bra #eust se r v atiegOt bach PO: IOn't think so. Each have different rro t ivat ors a different things tot heir indivittbm;lt smlOt t om lines affilrandonEBC I\bt being sacril egious but the "12 discipl e" pr o cr a: things for Chri*li.Is.tlistev.v aMlrshaCol1 ier@n1 orrko Perhaps, t heyrerrain I 0~1 as long as the t herttleust ser v a ffila r r ')8 irk e t t (]) t a cup boa r d fu I I 0 f@rh:Erna!J We b 6 D rre t i rre s we gi v e 0 out t hose cool insul at ed pi ast ic drinking cups wit #eust se r v Brand I 0~1 ist s det ernined bya bizrraynot b sarre a sa n che z b

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cust orrer s who lOt herrsel ves as br and I 0~1 i st s. Hen o ppt #cust se r v adlabar I ow PI s cl ean u~rIRf husecB:1 og post: I'm not I ovi n' it http:// t . col a Cri9t.VByu r @;t@n a Ids &@ r e c j #b 0}c 0 t t #cust se r v agn1 orrko ,AQree ~egOt bachA5: IOnt hink so. Each have diff rrot i vat or s and I 0~1 rreans di ff t hi ngs tot hei r i n r #cust se r v a ffil r an don EBC PO... 12 d i sci pi e s : co rrp let ely tho ugh t of t he rrs e I v e : bra n dI'e u 5 t 5 e r v aMlrshaCol1 ier@Barr')8irkStr13.nded t schot ckes are great wa'f3 to rra wi t h cust orflElJst ser v aOlbj ect ive_e'ftPO. Bynat ure cust orrers will be rrore fickl e to busi ot her way ar ound. f-bw oft en do busi nesses I eave cu #cust se r v a ms s lal barc¥ PO: I don't see whynot. Brand I 0~1 ist s-r e pe a t CI rro u t h a rrb ass ado r s . It' S#mJSII rsA:M1i '11 a tj e gO t b a c h I\b t ge t tin 9 etfu us ~ rse rflV0 m #t we etc hat ton i gh t - i f I' sorre engagerrent I apol ~llISt se r v arnffre\lll{ngrran @bj ect ive Ei¥3t happened t @"lkItebidce#cust serv aMlrshaCol1 ierRT~ss~1 barc2l)<A5: I don't see whynot. Brand I 0~1 i st S::f epeat cust orrer S+W(H d of rrout h arrbassado wi n/wi#lcust serv afitchardNlt 01 i~egOt bachTweet deck is ~ur#cfruis::l:ns:e!rm weet chat #cust se r v atjegOt bach @n1 orrkoThanks for the RT (]tom~serv ajnosephnichellRT@t udi074ll:Jst post ed nyreview of "The Zappos 6per by@ osephni chel (IGl eat bcb1d>I<t! I It. g,: col ~t ser v #alppose>per i en ce a Ml r s h a Co I lie rAf\.D ~ u can set itt 0 rep eat t I@i <tllcBa:;rhdl tmgs 0 IRli : ~ egO t bachTweet deck i s ~ur#cfruis::l:ns:e!rm weet chat #cust se r v atjegOt bach It's 1 I never int uit ivel y@R;eharillcNll:1!oIRU: ~ egO t bachTweet deck i s ~ur#cfruis::l:ns:e!rm weet chat #cust se r v arnffre\lll{ngrran WchardNlt ~egOt bacHDink the I() 0 I -Ai(/fcu~~rv a 118. p P0 s ?Q e r i e n cl6T @ t u d i 0 74ll:J s t po s ted ny rev i e W 0 f "# Th e Za p p 0 s 6p e r i by@ osephni chel (IGl eat bcb1d>I<t! I It. g,: col 1#GUS.t9fer v a trs d a Ito n Cu s t 0 rre r Ia t a, So cia I ~ d i a To p Ml r k e tin 9 Pr i 0 r i tie Vir I dwi dltt t p: I It. col f'.I1tcr:hm~cr#aust ser v a fit c h a r d Nl t 0 I ii' m gu e s sin 9 the Za p p 0 s boo k e >p0 s est h e le ge n d 0 f Za as the rrar ket i ng pi Qly;wst s21v:1 ahltB PI an n er @l char d Nlt M'li I , they just got t herrsel ves a ' bug 01 r epor t i ng t hei r i I I egal act ions &#spseser#lt@lit he we atrust Serv(]eetZappos! <gl ug>~ffre)lll{ngrran:@lchardNlt 01 i ~ egO t bacHD ink t he I() 0 I - Ai (/fcu§t~ rv atjegOt bach Checking i#ctust se rfv o m s'Iwe e t deck - Coul dn't st and #peer pr essur e :) aMlr shaCol i er@l char d Nlt 0t0iJ ar e so s potcuen se r v a Ml r s h a Co lie rQ3 Ha. v e ~ u a sac u s t 0 rre ric lie n t eve r bee n fi red by

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bus i n e s s , eve r fi red a tm1.tBt CBlB"rv? a fit c h a r d N3. 0 I i@4lr s h a Co I I iIetr h ink t }Ou and Ish 0 u I d vvr i tea boo k t c t he AAL st or 'cus) ser v a sa n che z b @effre\i kingr@fichardN3.t ~egOt bacHt 's ok to drink I() 0 I - PJ d jus t don't c hug t h e#<nInD1se pitt c her . a mv a n h a ni Ito n @l c h a r d N3. M'~ can't t so rre t h i n 9 bel e gi t but a Iso us the corrpar#¢i\.Jst serv a Olbi e c t i v e _ e ~@? ffr e \lll{ n grrn nit i sun u sua I tho u gh . Ws h ny P h 0 n e p r c wo u I d a I low rre t 0 b e#<Ci.Lstpseh1 v abTandirahill RT@/llrshaColl iAlill}Ou can set it to repeat the hasl @l char d N3.t @iegO t bachTweet deck is }Our#cfruis::l:ns:e!r v #t weet c#alllst ser v arnffre\lll{ngrrnn RT @/llrshaCol I iW :Ha.ve }Ou as a cust orrer/cl ient ever fi red by a bit? /ls a bus i n e s s, eve r fi r ki.I set sa E V 0 rre r ? affilarr\8irket tA5: FOr sorre product s rrore than ot hers - thinking e t <#cu 5t 5e r v a Ml r s h a Co I lie r@an c h e Lj t:J I ike #dustt Is e r v aoilasnill er RT@?ss~1 barc2l)<A5: I don't see whynot. Brand I 0~1 i st S::f epeat cust orrer s-rwo r d of rrout h arrbassado wi n/wi#lcust serv a mv a n h a ni Ion @l c h a r d N3.t ~ pie' s gr eat des i gn wa sus e d a s a rra r k E but it did n' t rra k e t he d eSR~ S6!IS1£ gr eat. a mv a n h a ni Ion AI r i gilt u 5 t 5 e rfv I k s , I h a vet 0 cat c hat r a i n but I wi the con v e r sat ion fr 0 m ny ph 0 n e . a fit c h a r d N3. 0 I i@ van h a ni I t 10 t did n' t rre ant 0 s u gge s tit co u I d n 't . case it d oE#$:ost ser v aMlrshaCol ier@vanhanil t<m>llDd to see }Ou#clilstlserv a In vel '#J @4l r s h a Co I I iIewa.s fi red a sac u s t 0 rre rat ny d a ugh t e r st ud i 0 when she was ti1cU1st smr1vl 01 a rm r 'I a ric k Sc 0 0 tin 9 0 ute a r I y ton i gh t . Th a n k s fo r the tho u gh t con ve r sat #m.rs.t 5 e r v afi'cot t MrownserM: a cust orrer cal ling t herrsel ves a br and I 0~1 i st val uabl ethan a corrpany rra k i r#guslHserval I. a Ml r s h a Co lie rA6: I h a v e fi red c u s t 0 rre r s, the y n eve r k now - I jus t add~cust serv aMlrshaCol ier@bvel '#J 'Nat did }Ou#QI:[]§t serv a oil a s ni I I e r @ a n c h e Lj @ e ffr e \i kin gr@flc h a r d N3. ~ e gO t b a c h t Thi nki ng of 01 d I() 0 I PJ d spot s wher e t he pi t cher br e #cust se r v arnffre)lll{ngrrnn A6 I have fired a coupl e rest aurant cust orrers. Seen cust orrers in rrv l i#furustrnrer.v arnffre\lll{ngrrnn RT@)cot t Mrownsenl6::a cust orrer call ing t herrsel ves c I 0~1 i st is rruch rror e val uabl ethan a corrpany rra k i n #cust se r v atrust Serv(]eet@nr'laricklave a I ovel yevening and a#g[JsBsel1ltVek! a ffilr ad Ben net t I\b t AI I Fe e d b a c k i s Cr e ci1tt cp : ~Lt1a I. col #8 LiSM se v aMlrshaCol1 ierRT®ol1 ieros~:eed! But corrpensat ion can be $ or pr i vi I egesl r ecog#riustoser!v affilarr\Birket t@cot t n1 ownse'EI!l$:l, for a cust orrer to sayit rreans ~ errot ional at t achrrent, rrore t litatostiSlp1whabit!

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Vir I dBum-@/I3.rshaColl iW:Have ~u as a cust orrer/cl ient ever fi red by a bit? /ls a bus i n e s s, eve r fi r ki.I set sa E V 0 rre r ? atrust Serv(]eetret I 0 and wei corr@ldIBl:cl<Mrovvnsetldust serv atjegOt bach ..e rre souviens@l9rn.snill @ancheLj @effre\t kingrrnn @lchardNlt ct€irerrbering the I{)ol Aid pit cher breaks wa I I ~au 5 t 5 e r v ahitasureCP It s been too I ong ... nychil dren have e xia us t ed rre, bar el y awakE#dcst ser v aMlrshaCol ier@"oll ieros/6lvso depends on how much ~u ask of them? #cust se r v a tn ve l '#J @/I3.rshaCol1 iTffireyrressed up get t ing a recit al hall a t hemon it - t heywere rrnkingt he kids out to be ba #cust se r v a ffil ran don EBC " ~ ffr e y.K n grrn n :@B ran don EBCIB b b I e - he ad #dDS tl se'r v 0 THE BEST. ahitasureCP RT @hasni I I Efhi nki ng of 01 d I() 0 I Ai d spot s wher e the b rea k s t h r 0 u gh #00 S t 5 e r v a gn1 0 rrk 0 A6: bot h fi red and Ilmus t fiS"E!EJ'"dt a EJB n c he Lj b A6. B i 2S "fi r e" I "Ie e p Si x' c us t 0 rre r s a I I the i rre. 1 itt hat an d they do s scuer ~e[Jbt I y. a In vel \til @4l r s h a Co I I iIewa.s h 0 rre 5 ni nth e y c a I led and 0I d m corre back! I sai d I'd pi ck up ny d eposi t , they sai d t #cust se r v aMlrshaCol1 ier#cust serFir@"ol1 i e r o saervd how much val ue ~ur product inherent I yadds tot heir lives. Sorret irres val ue ni their t irre arnffre)lll{ngrrnn Q1 'Nat rret hod do ~u use to cal cui at e if a cust orre of rei at i or#si:oisrl!?setluust ser v a oil a s ni I I e r Q3 : /ls a bus i n e s s , eve r fi red a c u s t 0 rre r fo ron go i n 9 har r assrrent of st aff? CDI i gat ion t 0 errpl#C]lSissem vny t a Ml r s h a Co I lie rS6 ! F@ a n c h e Lj bft..6. B i 2S fi rei Ie e p Si x c u s t 0 rre r s a I I t Th e y jus t don't c a I lit t hat and W<h.e¥ dge rs\D v e r y s a tru s t Se r v (] e e t ret I @3 r ad Ben n ~ta sur e CP#c u 5 t 5 e r v ahitasureCP @?ocial Vir I dBuCil). Yes-Ole carre back. The ot her I efl wer e happy. W've fi red a cust orrer too .. bi ggest cust #cust se r v a Ml r s h a Co I lie r@has ni I I rqu i tea t;ca s t 5 e r v a rn ffr e WI{n grrn n @has ni I I e'o p#cus t se r v a tj egO t b a c h Bod Y I an gu age 0 f s t a ff wh e n n a rre i s rre n t ion e d? RT ~ ffr e WI{n grrn n: Q1 how t 0 c a I cui ate i f a c u s t 0 rre r e )C E rei at i on#oi.l~{} ser v a EJB n c h e Lj b @r e go r t b a@t1 a s ni I I ~ ffr e \lJI{ n grrn n @l c h a r d Nl t 0 I i Th 0 s ewer e the rea I Powe rAid s pot s we I I be fo r e "Po v #cust se r v atrust Serv(]eetCEeet in@lQcial Vir I d Busn d wei cc#Kmst serv ahitasureCP @?ocial Vir I dBL@hrshaColl iatrn't provide e e rrpl a r y s e i wh e n a sin gl e cu s t 0 rre r i sad r a i non i r#ClIStnSl.e r ~ t a I arnffreWl{ngrrnn ~egOt bacl'RJLYes!#cust serv aMlrshaCol1 ierRT@jeasureCP:@)ocial Vir I dBL@hrshaColl iatrn't provide e >e rrp I a r y s e r vic e wh e n a sin gl e c u s t 0 rre r i sad r ai n

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ITOr al ileust ser v amvanhanil onl'm big int 0 firing cust orrers if t heyre a bad fit. I\b 'yO r t i rre and #dusitr se r v u alDrrick RT@ hebrandbuil(]leat piec@ti!¥t Bharga~a how bra n d s are a Ire a d y u sin 9 soc i a I nlic:lLi S!I: 5 mr v rrp r 0 v e ht t p: I It. col XrG~O::: aHtchardNlt 01 iQ.lit e oft en "firing" isn't necessary. Aconversat io faci lit at e a rnut ual #&a~tlls2tr von. aoilasnill er 03: W have invit ed a verysrrnll handful, by suggest i t i rre s try n g, we we r e not the fltausitdse r 10 r the m affilarr\8irket t l\eed to e sarn n e process t hat brought wrong ones in @ van h a ni I t tj rm big i n t 0 fi r i n 9 c u s t 0 rre r s i f the y rea #eust se r v aMlrshaCol1 ier#eust serFir@rrericanAilVarsha t hanks for being a I 0~1 @\Advant ag~rrber & for bei ng under st andi ng! (] ad t ( u p gr ad esc I ear i n g! a so I vi s RT @sdal t ocaust orrer !at a, Soci al ~d i a Top Mlr ket in for CI\,Q; Vir I dwih:l:et p: I It. col bWEirjrr1\iScr#aust ser v a mffr e\lll{ngrrnn W' ret r y ng to s que e ze 10 Q; i r#ClmStt SlelriY:lht :) afi'cot t Mrown se@ar r ')8 i r k e tha t 's what I' n#~~r v aMlrshaCol1 ier@'cot t MrownserG:Iod to see 'yOu itciusr1lcS!erv afi'cot t MrownserRi ~ust Ser v(] e e t+e r 10 and wei cor@fcbadkMrownsend #eust se r-v - Than ks Fby amvan hani I t onYou can look at I i fet i rre val ue t 0 rra k e t hat cal I , c u s t 0 rre r i s a gu #e us tl i Slg: v a rnrT¥Nh ggi n s i RT @ van h a ni I t tj rm big i n t 0 fi r i n 9 c u s t 0 rre r s i f the y r E sen s e i n wa. s tin 9 'yO r t i m::#Cl.ISdIseln EYir s. u afi'cot t MrownserRi @/I3.rshaCol I @hot t MrownserG:Iod to see 'yOu fr i end! #eust se r(\{ ( ( (wa. vi n g) ) ) ) ) aoilasnill er F€ceived rry r e s po n s e @rrwI.eldanAi@hasnill €has, pi ease I et us know if t here is a n y hing t hat we cal #eust se r v affilarr')8irket t But hopeful I ynot rra d e on @n;rntnihcalnrrilmTon.:but for rre fi r i n 9 a cus t 0 rre r is a#<gLIst 59Ti'fl g. a ms s lal barc¥ R"ring cust orrers when t he y v e cont inue to corrpl ain 'yO r 0 ffe r 0 f he I p, hap pen s . u Yo u nee d t 0 k now wh e n ( #eust se r v a oil a s ni I I e r ~ a sur e CP ftl;Jr e ed, I{ rrb e r I y. ..1J s t the r i gh t t h i n 9 t 0 a b iii t Y t 0 he I p the nex c u s t 0 rre r ,#<rl.mtt ell'gIIeve n ITO a fib 'At kin son Ad d i t ion a Ire sou r c e s fo r dis c us s ion: the li n ked In (] wi t h t hi s chat t il3: lattt . col i(f2I.~kerrber#.c).Jst ser v a sa n che z b @arshacoll i@rrericanAir is list eningt&u:stgs.@lrrvg! aMlrshaCol1 ierRT@lchardNlt o<llJii:t e oft en "firing" isn't necessary. conversat ion can usual I yfacil it at e ~em;rt sre.tvsepar a Ml r s h a Co lie reB Is a I 0 ~ I c u s t 0 rre r, i n Ion 9 t e r m, wo r t h ITOret c r egul ar cust #cmst?ser v a mv a n h a ni Ito n (] eat poi n t@BaFiITr)8 irk e:f"e edt ' 0 e >6 ni n e pro c e sst hat wr 0 n 9 c us t 0 rre r s i#CiLtst a:I elr l' a etoe r t inservim~ss~1 barc2l)<firing cust orrers when t he y v e cont ir co rrp I a i n wi tho u t t a kin 9 'yO r 0 ffe r 0 f h e I p, hap pen s . u

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kn ow when cut #dus~sser v atrust Ser v(] eetW'rd like tot han k ~u for bei#"q!jlsto~lrakbad: t lYeur input is val ued ev.a:qswemr. v a mffr e\lll{ngrran RT @/llr shaCol I i €i'8 :Is a I 0~1 cust orrer, in long t er m, t 0 a busi ness t han a r egul#aclJstl..5l9rOlrrer? a Ml r s h a Co I lie r@an c h e?j @vrer i can PJ r rrp res sed rre wh 0 k new the y lis t E #cust se r'N atrust Serv(]eet1£)rninut e wa.rtllclUl~ serv a oil a s ni I I erSt e p pin 9 0 uta ft era Ion 9 we e k and #Ie~eSle:lr wo r kin g An~ne fol I owi ng t he I at est news undertBius.t1ser!vN gh aHtchardNlt 01 iAS: Have to consider if cost to rraint ain rei at ion acqui r e, pr ofi t per pu#ctls1s5~rall: c a t:m e gO t b a c h @ van h a ni I t @ 131. r r ')8 irk e tot a I I Y a gr e e wi t h t his a I t ~ e a s y t 0 ge t c au gh t up i n pro c e s s - par a W~s:t liM IVk i n go atrust Ser v(] e e t+e r t he@!eper tin ser #ccst ser v a fit en ted CiI. r d e r@4lr s h a Co I I i#:Br per hap s, e s p e cia I I Y i f the y s pre a d t tu ~ur bi z sorre of ny best cust don't#du.s}ttsBIlN much a t:m e gO t b a c h @ has ni I I a k e car e Ch a s - hop e t 0 c hat I ate r i n t #cust se r v aMlr shaCol I i er@hasni I I e'ou' ve done ~orran' s wor k - ge#cumnsoolr~st atrust Ser v(] e e t+et lot @themt edCil.r d seust ser v a IB ffr e)lll{ n grra n @l c h a r d Nl t C}<b u wi I I I i#mJs<tBse r v a gn1 0 rrk 0 AS: I 0 ~ I c u s t 0 rre r v s r e gu I a r: pro fi tab iii t Y fi r s t k ' rei at ion s hip ben e fi t s (r e fe r r a I s #ciusts 5e rru n i a Is, et a hit a sur e CP @4l r s h a Co I I @m as ni I I ~o rra n i s a fu n n y fhrugj: . s e r v aMlr shaCol I i erAS f-bw can a "I 0~1 " cust orrer be ITOr e val uabl e t har cust orrer? Tr eat bot h right & t#la:elJStcso vback amvan hani I t on~ust Ser v(] eetYeah? I¥ ewe" I 0~1 " at t#EBl1s1tesei!'v) a fit 0 t t Mr 0 wn s e rM: I 0 ~ I t r u rrp s rep eat. 1.0 ~ I Cu s t ITOrea p t t 0 c as spending$lt$$tserv aMlr shaCol I i er~asur eCP I I ear ned it on @hCill.$nillrleflcust ser v aHtchardNlt 01 i@?ffre\lll{ngrran I'm readyfc#rcuistt !serv a In vel '#J AS Tr eat are gu I arc u s t 0 rre r I ike a I 0 ~ I val u e d c u ~ rray becorre on#:c.ust ser v a Ml r s h a Co lie rI t h ink he' s go@'cot t I'btfown sen lt8: I 0 ~ I t r u rrp s rep e a 1.0 ~ I Cu s t ITOrea p t t 0 c rea t e b u z: a s we I I ass pen d #cust se r v alBffre)lll{ngrran GB f-bw can bizreconcil e lifet irre Cust orrer Val ue vs s cust orrer cost spikes and cost #oflstc~eir9lit ion? afitent edCil.rder@4lrshaColl ilelrike tot hink of rry l 0~1 cust as rry s t cheer leader s on t I#£usl seev s afsar r ')8 i r ket t @r e go r t b a @:v a n h a ni I t ~ t rue. Th at' s wh ere 6t an' s ~ hel ps -- get t ing to a d e ci s i scusmae r eui ck l y. aHb)At ki n son Ad d i t ion a I F€ s oNla:us:tsse roo mrnunit yon N n g: ht t p:llt .co/aoZs~ aoilasnill er I' I I be wo r k i~ Iil\\e boo t h # 11 2 wi tho the r rre rrb E this Ffidayat BI ogWrl d. St op byif yIIoustesea:tvt endi ver y last #<!U$irserOll1 i ght :P a IB ffr e ~I{ n grra n PJ. 9: 59 pm 1'1 I post Ca n' t :(fie s t s e roo I u rm t 0 loa don u TO f-b Pe fu I I Y bye n d a t:m egO t bach jus t I ike Ie r e k Srrn I I s - I{J 0 W t#tll!!S t sene n c e ?

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RT @arshacol I Mrf-bw can a "I 0~1 " cust orrer be rror e t han a "r e gu I a r" c u s t 0 rre r ? Trea t bot h r i gh t & the ~ #cust se r v afitchardNlt 01 iA9: ~ep it s i rrpl e ... avg CPAshoul dn't be hard toe be a b let 0 d e r i v e cos t 0 f s .(ms 1c 5 earSf we I I . aMlr shaCol I i erTon i ght#CSJst se rona t wi I I be ar chi ved at Twi t t er Cu s #cust ser<Jilat sht-t p:llt .co/ghCP2dEY a ffil urge r Bit c h ¥Wo i s Th e Bur ge r Bit c han d wh a t doe s she I he lit It h. ht t p: I It. col t ~MfilIst ser v atrust Ser v(] eetRfr@/l3.r shaCol I i eO"n i gh1#cBst se roha t wi I I be ar chi ved ( Twit t er Cust orrer#8eJstis:er<Jilat sht-t p:llt .co/YOLBmt5c a tru s t Se r v (] e e t Rf r~ ffr e '}(.I{ n grrn n: PJ. 9: 59 Pm I' I I P0 s t v e r y I a s t Q fo r #cust se r v a fit c h a r d Nl t 0 I i~ ffr e WI{ n grrn n Th at' s a h a r d que s t ion t 0 add res sin #cust se r v a Ml r s h a Co lie rQJICI{ lAST Q f-b w muc h d a rra ge can the reb e t 0 bra n d' s rep uta t ion i fit fi res a c u s t 0 rre rio ~ I i#.ci.J b 15a m at a r aMlr shaCol i er#cust serFir@onni ebellls:ay si gni fi cant darrnge is possi b d e pen d s wh 0 the per son is. If the y rep 0 p u I a r, the a IB ffr e WI{ n grrn n @l c h a r d Nl t Ql) r r y i t wa. s sol ate i n #dus t ps 6!>IgJl am: I a mffr e\lll{ngrrnn RT @/I3.rshaCol I i €ilrJICI{ lAST Q f-bw much darrnge can be t 0 bra n d s rep uta t ion i fit fi res a c u s t 0 rre rio ~ lis tit #cust se r v afitchardNlt 01 i@/l3.rshaCol1 ilerrrost cases, veryl it tie. The darrnge inc 0 n seq u e n t i a Ito bot tom lin e a r#C u ss I Y i gn 0 r a Mlggi e IW,er RT @/I3.rshaCol lied :hi nk he's g@lcdtt t! I\.fRa)wnsenA9:: I 0~1 t r urrps repeat. 1o~1 Cust rror e apt t 0 cr eat spendi ng $~st serv a sa n che z b Biz:> shoul d viewshort t ermcust orrer cost spikes a c us t 0 rre r a c qui sit ion as i #ous~ t sm IVt s. atni audi n e Ore l IRft@/l3.rshaCol I iM :f-bw can a "I 0~1 " cust orrer be rror e t han a "r e gu I a r" c u s t 0 rre r ? Trea t bot h r i gh t & the ~ #cust se r v a mffr e\lll{ngrrnn IVany t hanks for al I j oi ni ng in toni ght ! St at s for I has h tag coni n 9 r i tgbllJ 5 t use r v aMlrshaCol1 ier#cust serFir@jughsie(]rrYou can al wa.'f3 pay$ t 0 acquire c u s t 0 rre r s but $ wo n 't buy I 0 ~ I t Y Se grre n tat ion bas I i rrp o r t ant aMlrshaCol ier#cust serFir@onniebel goad e xarrpl e is Chari ie Sheen 0 1I 2 rre n go i n g. An d wh at i f pop chi psi e t /ls h ton f{j t c h arocus 6cit ed for ep 7 of #SocBit3e@e1>1ctlllTf>1il ht t p: I It. col I6Cllt~lHh how 2 cal cui at tlCl#Slb<Se:rI#FO & possibl ywin a pr i zs l afi'cot t Mrownser@MI.rshaCol1 iter e rre n d o us darrnge. "Hell hat h no fury s pur ned wo rra n (0 r #<flws;tt ~ e r v aMlrshaCol1 ier#cust serFir@eiyngt@4lrshaColl iloo~1 cust orrers is wor s I i gh t I Y rro rea s the y ten d t 0 be a d v 0 cat e s a s we I I

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