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Tweet a tm egO t b a c h RT @? d tb ge r s: PI e a see)C use ny #t we e t s tor mas I' m j 0 i #cust se rona t tonight. Wnna join? It st art sat 9EE am I I qui seng RT @ egO t bachWI corre t#0ust serlopi c: Wi ch t echnol og has cont r i but ed#dust}8erdlUr i ng the pastlcuJl&tas@rv a tru s t Se r v (] e e t se ra r t s now: "Wi c h t e c h n 0 logy has con t rib ute d t 0 'JC ser vi ce d ur i n 9 t he pilGdJst~rr~ atrust Ser v(] eetCJJod even in 9 lioust sertvweepl e! a Ii1. son Pr 0 rro t e sHe I I 0 eve r }Cn e. f-b war e }Cu? (] eat t#OUSE simErve fo r r atm egO t bach @i I I qui se<m@at t 0 see 1#>CDufti Isert v atmegOt bach (])od evening Sir - gl ad }Cu' @l9mTIe"!orRft e s be l l 0 eve r }Cn e. f-b war e }Cu? (] eat t 0 ~sl1l esar vo r a Ml r s h a Co I lie rRT ~u s t Se r v (] e e t ~ r art s now: "Wi c h t e c h n 0 logy has cont ribut ed to }Cur cust orrer service during t he ps #cust se r v ami I quiseng I\b e rrpl o~e is e e rrpt from serving }Cu@\CIOIS:Xa9QlB3:rs. #cust se r v aMniBakerM\l RT@egOt bacl#.Cust serail: 9:00 EST/ 6:00 PST: Wich t e c h n 0 logy has con t rib u#a:us ttse r~ri n 9 the pas t ~ a r An y #u s gu 'f3 car e t 0 j 0 i n in? a ra s o n Pr o rro t esHIiJ Bill@R?gOt bacl@ill quise<m@at to see}Cu Bill! #cust se r v am ovegarick @edrrccl irra@arshacoll itelr#;cust se roha t is Tues. 6pm PIT r i gh t ? 1st a'ft d I ate at wo r k fo r t his t 0 day. atmegOt bach Thanks for tltCtlst serFVr Mni ani cahsol orron RT @BravolVar ket lear n bQJ:£lJst Serll1r act ices: ..bi n #Zend & @i c a h sol 0 rro to r # He r 0 Trl utr p: / / t . c 0 / >611ffitY5'19 >p e #cr m #ce m #ccr atmegOt bach WI corre! R@I ovegari@Sedrrccl irra@arshacoll iteln~ #cust se rona t is Tues. 6pm P[J right? I st aje d I at e at today. a ra s o n Pr o rro t e~egOt bactWl corre buddy. Here to support rry fr i e n d #cust se r v atrust Serv(]eeti'ece to be abl e to pop in at I east a I it tie bit ~ egO t bacltlol d t he #(test ser v aoilrisj schnidt(]eat j@bevecassaa~@annhansseh #1 inkedinchat. #get real cha#cus1dser v abet t ervideo let's get #CL.tStsser9ihow on t he road, shall we? :-) atrust Serv(]eetf-et I 0 fol ks! <waves from Vega@fi.ag€tntklsaclior st anding i nth i s eve n i n g. Se e }Cu#olSS4l: ste r lYe !

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@regort ba@1 ovegar@1<edrrccl irrn@lhrshaColl ier 6teni ngWbust serv atjegOt bach Safe travel ~uBrr Se r v O e e t ki:r1:1 0 fol ks! <waves from Ve ga s > Th a n k~ e gO t b a c lio r s tan din gin. Se e 'yO n e >4: u #cust se r v ami I quiseng ~egOt bac@lsonPrormt esltjoking forward to anot her #cust se rona t #aust ser v am ovegar i ck +1 RT~ egO t bachWI corre t#0ust serlopi c: Wi ch t e c h n 0 I 0 g.j has con t rib u#a:us ttse r~ri n 9 the pas t ~ a r aMlrshaCol1 ierWI corre all#cllS>t sertvonight ! I'm co-founder of the cha oft h e Uti rra t e 01 lin e Cu s t 0 rre rh t ~ rp\7 V t e .<ild> d r«!lYH<. ~ \jV a tj egO t b a c h WI co rre Bra n d i e@ m I e '@jr:e go r t b a@1 0 vega ric k @ e d rrccl i rrn@lhr s haCo I I iEee n i n gtdust se r v ahrl\lllrkBernhar:tt:I-Ello #int ro I I'm IVark Bernhardt, Part ner & 6per @S)lVarket i ng(] p n lenosha, Wut;t serv a d1. son Pr 0 rm t e sLeJt 's d 0 i t @el m r vi deto s ge t #CllnSs se r9lh 0 won he road, shall Nleust-$erv afat alube ley 2 #Success in 'f #A.Jt oCar e #Gust Se~{}#O gan i zat ion, #Ff e x bi lit 1, #Cont r 01, & pr oven #Soft war e. Conver t Ia t a lu be #fb atjegOt bach Hi IVark! @'rI\II3.rkBernhardlt-e11 0 l'mlVark Bernhardt Pa r t n e r & 6p e r i e n c e h c@!tMErclt e tfd m g(] p n Ie nos h a , W I #cust ser v a d1. son Pr 0 rm t e @. r s h a Co I I i~ rwa}S a pie a sur e see i n 9 'yO r be aut i fu I f u #cust se r v ahrl\lllr k B er n har@i egO t baclGod even in g, @~t ser v a¢ti8Hur et Hel IttCust Serf/osse! :) a Ml r c i 0 Sa ito JJ s t wa t chi n 9 qui e t I Y ton i ~b u s t- sflllEJ" a p s rvh aMlrshaCol1 ierTonight#CSJst se rona t will be post ed in our archives herehttp://t .co/8SP7Bi6 a tj e gO t b a c h (] eat t 0 see ~ HiJf e t He I I#~u s t Se r flo sse! :) a d1. son Pr 0 rm t e ~ i I I qui s eGa at @ B i I I . (] ad yIIo u 5 e Se:rr~ a oil r i s j s c h ni d t Ho w rra n y t i rre s @D. P ib 0 s be rre n t ion edt ttmJ s~h S eir v a ra s o n Pr ormt es:Y1§ Hur et hel I 0, Nlaa.lsltaier v a tj egO t b a c h Th a n k s fo r be i n 9 her e ~ ir~!i oRlSa.i t .dlJ s t wa t chi n 9 qui e t I Y ton i gh t #CIDIS ts:ep"sv t am ovegar i ck Hurrbly, I've bee@Jwbl e for t he past ~ar now & ~s, #t 001 is qui tea sol ut i on for bui I d i #<g..Isetserev rei arnt t I ewp @mrrnr kber nhar*<I'M3.vi ng* H ~ IVI#rcwst serv a d1. son Pr 0 rm t e ~rMH k B ern h a r I:Ilt IVar Wcust se r v atrust Ser v(] eetRfr@ asonpr ormt dsu: s do i t@:et) tRfr vi den s get t hi s #Cust ser9lhow on t he road, shtajustver:v-) ahrl\lllrkBernhar1:htat 's one ... Here'@I1rVvGj 91fhnil:tJ:w:rrnnyt irres wil @lppos be rre n t ion ed t ttmJs~hseir v atjegOt bach And we're off! Nce to see 'yO@tOhirsijsscl9ffiil:ld:w:rrnny t i rre s @ fl> p 0 s be rre n t ion edt ttmJ s~h s eir v a Ml r s h a Co I lie rTh a n k 'yO fo r he I pin 9 0 u~ egO! t gIlcil dtW h a v e a gr eat u t opWcust ser v a m 0 vega ric k @,i=I. r c i 0 Sa i t ve i gh in, rra n. Yo u' ve go t a lot 0 f gr eat AI wa}S #1 0 v e he a r i n 9 'yO r #CDStJgt1e r9l. u

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1: 04 a hrI\Ill r k B ern h a r@tt tie Voj)~, Bra n die! -WAcWSltg-ser v 1: 05 alnt t I ewp @ar ci 0 sai 1I-IcD!lur ki n~ci.JlSt serlvd on' t t hi n k so!! 1: 05 atrust Ser v(] eetRfr@ asonpr orrot dsu: s do i t@:et) tRfr vi den s get hi s #Cust ser9lhow on t he road, sh#clllstws@r.v) 2012-05-09 1: 05 abet t er vi dec And fur t her rror e, does that on@luoiLBjts'ChRl)1:IcfUi: rra n y t i rre s @3!plpos be rre n t ion ed t ticrws~hse;r v 2012-05-09 1: 05 a tm e gO t b a c h PI e a sur e t 0 be h e r@iI. r s(DJRJoI I i ehr a n k ~ u fo r h e I pin 9 c t on i g~ egO t bactW have a gr eat #dusibis:er v 2012-05-09 1: 05 aoilrisj schnidtAiI right, we ar scust tse r a 2012-05-09 1: 05 atrust Ser v(] eetCJJod even i I@@r shaCol I i#:clUst ser v 2012-05-09 1: 05 atm egO t bach The #Coffee is st r o#qJ,Ist ae rhs st r onger. :) 2012-05-09 1: 05 aMlrcio Sait 0 @I ovegariKClkI t ipl e x n q wit h dinner #odstlsemtfing:) 2012-05-09 1: 05 a Ino '>61 t 'I 0 c k s @.pSlo '>61 t 'fa rum = a gr eat wa y t 0 a c c e I era t e b u i I din 9 wor I d-cl ass, cust orrer -cent r iltl d>r~a'razat(LbYo.~ M; #cx#cust se r v 2012-05-091:05 atnwieberneit hi all, I ist ettci~ ser<bhcalt, greet ings t 0 e v e r jo n e e~ @lu s t Se r v (] e e @Iiur s h a Co I I @erffr e WI{ n grrn n 2012-05-091:05 alnt t I ewp @I ovegariaNick!! f-bwgoes t nCll~t~erv 2012-05-09 1:06 ahij<en (])od evening friends. Happyt 0 part icipat e for a bl l #cust se r v 2012-05-09 1:06 aMlrshaCol ier@lust Serv(]eetTl3ank ~u for hel ping out#cft1stnsafla.v! 2012-05-091:06 anicahsol orron RT@NACOvBooks: @OOceoreadnt erv@illsahsol orron ( Au tho r , Hi gh - t e c h, Hi gh - t 0 u c h Cu s t 0 rre r Se r vic e ) http:// t . co / ~1 s e roc u s t e >p 2012-05-09 1: 06 atm egO t bach Hel 10 Thorrns@31ivi eber neliit al I , list #ollstlselrdhat , gr e e t i r@@ s t Se r v (] e e @lbrr s h a Co I I @erffr e '}(.I{ n grrn n 2012-05-09 1: 06 aMlr shaCol I i e r+e a d y? Set #.cust ser@. 2012-05-09 1: 06 aood\R?ger s let's hope at I east t wi@:!1r#lBj rslchm-l:Id:vv: rrnny t i rres wi I @l PP 0 s be rre n t ion edt ticrws~h s e;r v 2012-05-09 1: 06 a Ml r s h a Co I lie rQ1: IDe s ~ u r 0 r ga n i zat ion h a v e a c u s t 0 rre r rei at ion ~ rrnnagerrent (CRV) t#ollst?serv 2012-05-09 1: 06 ahrl\lllr kBer nhar@ll.sonProrrot esfijJ, .a s soust serv 2012-05-09 1: 06 atrust Ser v(] eet@et t er vi@d!loi sj schnilibti st ~ur bever ages, peeps! Th: Z-wor d has been t '#eastesier v 2012-05-09 1: 06 a tm e gO t b a c h Th a n k s fo r be i n 9 her e ~ n RT(]) 0 d eve n i n 9 fr i end s . Ha PPY top art i c i pat e fo r #Ie U:B 11: s e roo i gh t . 2012-05-09 1: 07 arrike nunes Huh?a what ?@tbrshaColl i®t:: IDes ~ur organizat ion ha a cust orrer rei at i onshi p rrnnagerrel#tu$_tCBIe)rt 001 ? 2012-05-09 1: 07 atm egO t bach RT @/I3.rshaCol I i ®t:: IDes ~ur or gan i zat i on have a cust rei at ion s hip rra n age rre n t (~t 15e o it ? 2012-05-09 1: 07 am an kEI i ason (])od even i#lcgJst serlvam a r ecov@omgast car ms:ld i ct , cur rent SVP of so@a~ i fm"rEl<nd aut h@Pua:lfservice 2012-05-09 1: 07 aMlr shaCol i erA1: Ther e ar e so rrnny, we real I y haven'#lcuseserlved or 2012-05-09 1: 07 alnt t I ewp RT @ar shacol I i~r.: IDes ~ur or gan i zat i on have a cust ( rei at ion s hip rra n age rre n t (~t 15e o-W!! :-) 2012-05-09 1: 07 a tru s t Se r v (] e e t Rfr@/13. s h a Co I I i E01: IDe s ~ u r 0 r ga n i zat ion r ha v e a c us t rei at ion s hip rra n age rre n t (~t 15e o it ? 2012-05-09 1: 07 ahrl\lllrkBernhar<G11t IDes ~ur organizat ion have a cust orrer rei at i o n s rrnnagerrent (CRV) t#ollst?serlvYes. It's basi c, but ser : a 1: sur e its cal I ed t#ell.ls:tpsenYe : -) 2012-05-09 1: 07 atnwi eber n ei t 2012-05-09 2012-05-09 2012-05-09

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bach @j"ankEIiaso@eat to see ~u Frank. 'iMCta:S>trrset'f> 1: 07 atmegOt i mans@1 ovegar iio1Kdeed @"arshacol ltilm.rst serv 1: 08 afnedrrccl have one, but no need t @.i rtaa en aat abogl1t 1: 08 a rrnr i sj schni dt I don't wi t @I ovegar i~st ser v ier@TMI.rkBernharWtch onE#Cust serv 2012-05-09 1: 08 aMlrshaCol1 WI co rre t #£u 5 t 5 e r I\lt k E@i ken un e s 2012-05-09 1: 08 a tm egO t b a c h 2012-05-09 1: 08 a ffil r ad Ben net t Th e 4th b i gge s t s a I e s b rea k t h r 0 u gh i nth epa s t 100 ht t p: II t . col ~5&taser v like manyl arger o r qa n i zat ions we have rnul t ipl e. Th 2012-05-09 1: 08 afn a n k B iason wo rid is co n n ect i#JQ:gstt mv ~ h a v e a c u s t 0 rre r rei at ion ~ 2012-05-09 1: 08 a ttl y n gvvi t h fi s h Q1: IDe s ~ u r 0 r ga n i zat ion managerrent (CRV) t#oost?ser(vt wi I I be i rrpl errent ed v short 1'lJ 2012-05-09 1: 08 atm egO t bach Than ks fo r j 0 in in 9 #~us~r al 1Rli@8:egO t bach @')ken @rI\/I3.r kBer nhar@tasonprormt eisrt::e fc#rcust serv 2012-05-09 1: 08 ahrl\lllr kBer nhar@tl.r shaCol I iW~r e usi@geshbookror CR\D Pl\Mcust ser v 2012-05-09 1: 09 a tnt tie Wf3 @"B r s hac 0 I lite 'r s h a r d t 0 fi n d a sin gl e CRVI t 0 rre eta that i ncl udes the sNxniSltI ser st e?? 2012-05-09 1: 09 a mul io gon:i8.1 elm"@achell ounil6ke:rry:..bb Is a Cust orrer Service..bb ht t p:llt .coIXAfilbS3twe#pust serv 2012-05-09 1: 09 a tm egO t b a c h @ Y n gvvi t h fi Wi co rre t#0u 5 t 5 e r v 2012-05-09 1: 09 affchnik #Cust Serv W' ve been wor ki ng on one for ever, in ho us t a k e fo rever t 0 I e gi s I ate d eta i Is. 2012-05-09 1: 09 atrust Ser va eet@jrankEI i a s ofs o d even i ng, Fi#au~! ser v 2012-05-09 1: 09 a hijs e n @ wi e be r n 00 It! n yl An d, we use t han k ~ u 511 e ~ ! cse 2012-05-09 1: 09 a tm egO t b a c h @'c h n i k WI co rre t#0u 5 t 5 e r tv c k - (] a d ~ u' r e her e. 2012-05-09 1: 09 a Ml r s h a Co I lie r@1 0 vega r i ick h a r d tor e sis t wh e n h e 0 r ..b h n are t aI @J rrbl e #cust se r v 2012-05-09 1: 09 aMlr shaCol i er@ ttl e~ ny book it #dlaStsser v 2012-05-09 1: 09 a tnt tie Wf3 @ a n k eli a stmi 0 n I y t hat but be i n gab let 0 con n e c t d e p t , s t ron gin t ern a I c <#aus 11ism1 v ion s 2012-05-09 1: 09 a¢ti8Huret @t t I e@slr shacol lirecteed ... wher e ar e al I t he si n~ 1.01!! #cl)st ser v 2012-05-09 1: 09 a d1. son Pr 0 rm t e s1l!D0%RT @ u I i 0 go n :i8.1 Rf@ a c h e I lou ni 16k e:rry: ..bb Is a Cust orrer Se r v i cet .bp:llt .co/B9MK&~e#pust serv 2012-05-09 1: 10 a tru s t Se r va e e t Te pic r e rro n d e r: "Wi c h t e c h n 0 logy has con t rib ute d t ser vi ce d ur i n 9 t he pilGdJst~rr~ 2012-05-09 1: 10 a m d tbger RT @/llr shaCol I i ®t:: IDes ~ur or gan i zat i on have a cust s rei at ion s hip ma n age rre n t (~t 15e o it ? 2012-05-09 1: 10 a d1. son Pr 0 rm t e g§ta r s hac 0 I I Ve r y we I co ritE u 5 t 5 e r v 2012-05-09 1: 10 a ffc h n i k ~ egO t b a c hTha n k s! (] a d I co u I d ~ ti s e r :v) 2012-05-09 1: 10 a Ere v e nth ma n (] a d I made ito n #t:aiSlE se-r)v 2012-05-09 1: 10 a Ml r s h a Co I lie r@'ch n i k So rre t i rre sit s bet t e r t 0 ge tap I a i n pap e r #Cust Ser v 2012-05-091:10 atmegOt bach WI corre t#£ust se@ul io gon:i8.I&@achell ounil6ke:rry: ..bb Is a Cu s t 0 rre r Se r vtitce pbbl t . co I k 3AlliH~tAe >p #cust se r v 2012-05-09 1:10 afn a n k B iason I\bt e ve r jo n e scue a se rvo r l d even knows or uses a t ru s}St em at en it is in mar ket i ng but does not al w. rmgrmt

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a ra s o n Pr o rro t esFU(gbd'fbgers:RT@,i=I.rshaColl i®t:: ICes }Our organizat ior h a v e a c u s t 0 rre r rei at ion s hip rra n age nlICClUS t (~ too I a Ml r c i 0 Sa ito Ha vet her e I at ion s hip fi r s t , the n I ear n t 0 rra n age #cust se r v a Ml r s h a Co I lie rAre the y c u s t 0 r@i"PciTn EI i a s 0 rIi. :k e rra n y I a r ge r 0 r ga n i za t k we have rrul t ipl e. The keyin a social worl d is conr #cust se r v a arrwe n s t el "@,i=I.rshaColl @Irovegariick hard to resist when he or tal king c@.b1Oflb1 e#cust se"nagree! Trial ing it n o w al o v aMlrshaCol I ier@ yngwit hfiVDt are}Ou 100k#ct_g;13.1se'rv at:Et t '>6burgGr~ust s e rrw v i r q n j ournyt 0 cust servchat. Wat sup f atiegOt bach (]eat to see}Ou Sha@e:evrerRrhrrnrG:ad I rra d e it on til ;-Jtcust serv affilancal aire IDce FfankEIiason: (])od E#£aBt~rlvama recovering @orrcast car ms:ldi ct , cur rent SVP C@istotbatmfiai" aut ho r@lf. a ffiI an c a I air e IDce Ff an k EI i as 0 n: li k e rra n y I a r ge r 0 r ga n i za t ion s we h Th eke yin a soc i a I wo rid i s c o#clW S t ts em ~ the m a ffiI an c a I air e IDce Ff an k EI i as 0 n: I\b t eve I#!DIS~ e rW) rid eve n k n 0 ws ( use sat rue CRVI s}s t e m at e nit i sin rra r k e tin 9 b L ahltd i alabRlt Th a n k go d fo r ny c hat @it ntd e e ~ ni n din 9 rre t 0 be her E #cust se r v a hrI\Ill r k B ern h a r@>bdad vic e . @7[r c i 0 Sa i t Ida vet her e I at ion s hip fi r s t I earn to rrnnage it, t#bast s~evt 001 amainst orrrB @l)ugl asR]antorrg#cust serf Mil . I HATEbeing on hoi d for Ion g. IDd the y fi x the iss u e? arri ke nun es RT@tankEIiasoift...bt eve r jo n esouatase rvo r l d even knows o r use sat rue CRVI s}s t e m at e nit i sin rra r k e tin a I wa}S tie t 0 con t act rm grm t atiegOt bach Thanks for bein@n¥7vienst etlCust serv aood\R?ger s A1: I wi sh. I carre fr om one that di d and now t hat 1'1 doe s n' t ... we I I . .. it's fr us t rat i n g. Maust}SEI rate a I t aMlrshaCol i er#cust serFir@)et hSkI c@Aust Ser v(] ee@lll.rr shaCol I iMr I h a v e use d a co u pie 0 f d i ff CRVI too I s a¢ti8 Hur et RT@tankEIiasoift...bt eve r jo n esouatase rvo r l d even knows o r use sat rue CRVI s}s t e m at e nit i sin rra r k e tin a I wa}S tie t 0 con t act rm grm t RT @rMI. r k B ern h a r <0 o:d a d vic e .@Iff c i 0 Sa i t Ida vet he a sn v e n t hrrnn rei at ion shi p fi r st , t hen I ear n t 0 rltmIstleset \( then RT @Ill r s h a Co I I i ~ a d f. Se t #'C u 5 t 5 e rOO a mb a y n k b log @"a r c i 0 sa i f'(EDa . 1.0 t 's 0 f c us t 0 rre r s tA«lES tt SID"I \IS. h :) atrerksonO @rMu k B er n haltitJst ser.v. I have used sever al d iff CR\ a filet hSkl ar They ar e i rrp, especi al I yin I ar ger corrp's @,i=I. s h a Co I I iIemgr e e . 6t e r y d epa r t rre nth r a s the i r 0 wn affchni k requirerrent s. Then, those requirerrent s change as d bui I #cust ser v i e r(gb d 'fb ge r s So rre co rrp ani e s h a vet r 0 ubi e rra kin gad ec aMlrshaCol ( sou n d fa ni I i a r) 0 n j L#.dusb rse r tv 001 RT @rMI. r k B ern h a r <0 o:d a d vic e .@Iff c i 0 Sa i t Ida vet he affchni k rei at ion shi p fi r st , t hen I ear n t 0 rltmIstleset \( then

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@Al.rshaColl ilev e us@1!mnlesk as I ike it, but woul d I i~ t we a kit 0 r fi n dab e t t e r wa y t 0 ge t #pa S p Ise r tv 0 e ni atjegOt bach Wrmwel come to AI an Berkson! Nce t@eseeo~(j)j:. RT @"B r c i 0 sa i fYEDa . 1.0 t 's 0 f c us tome r s tA«lES tt SID"I\IS. :) h a¢ti8Hur et @i"ankH i asoTtlat is so true. Saw t hat oft en in fi n' I Training was inconsist ent & inhUs~r:s:eriVl silos. a Ii1. son Pr 0 ITO t e sFU ~ e gO t b a c I@/e d i a la b Rl t Th a n k s fo r j 0 i n i n gus 0n #Cust se rF'()be r tan d@ cB rms t 0 r#Ullst se r v ahltd i alabRlt @S Hur et Hi Ya Abb~ust ser v a tnt t I ewp A1: I h a v e had rea I I Y go 0 d fr i end s ge t " spa rrrry' wi t h carrpaigns, it's a fine line. F€I e v a n scusitnsesr eut flo, aMlr shaCol i er#cust serFir@f ankH i aso@.4lrshaCol I iiEf'1rsome busi ness unit s t heyare but ot hers t heyare not afnedrrccl irrnns;) R@erkson@"Brcio s al tresa h. lot s of cust omers are : )#cust se r v a tj e gO t b a c h @B a n c a I a i t-e I loa n d we I cttCu:s tt SE r -V:€:! i d n 't see ~ u COlT in! arri ke nun es @AI. r s h a Co I I @* r s h a Co I I iIenri gh t wa n t t 0 jus t lis ten on e #J:ust ser v ahrl\lllr kBer nhar@l?t hSkI alr v e even bui I t some, tied i nWcrustts-e:rrv s}St a Ml r s h a Co I lie rTh e n e x que s t ion s h 0 u I d b r i n 9 eve r ~ n e i n tot he c I #cust se r v a be r k son 0 @r ego r t b a <He I I 0 0 0, limgH s e r v a tj egO t b a c h Th a n k s fo r be i n 9 her e @.tee:lcl mRfl i rrn n s) F@>e k son 0: r @"Br ci 0 sai fYEDah. lot s of cust omer s ctircelsll ser s , :) a Ml r s h a Co I lie rQ2: 10 ~ u cur r e n t I Y use soc i a I med i a fo r c u s tome r s e #cust se r v a Ere v e nth rra nit hi n k the wo r d rra n age i s wr 0 n g. Yo u don't rra n age ~u n ur t :jClSSt ser v atjegOt bach RT@/llrshaColl i€ii:: 10 ~u current I yuse social media cust omer ser#ccsf?serv am an kH i ason ~ egO t bacl}o u t iloust se r v a tnt t I ewp @erkson®eni ng AI #oust serv aMlr shaCol ier\M hout quest i@eveITit hrrnrl:t hink t he word rrnnage is wr 0 n g. Yo u don' t rra n age rei at ion s 1liIqus, t JIaIr VI u r t u r e amr r eevo IVbbi let ops Cloud and Bi 9 !at a as CIO i r#olCJ)s1aseoVi pr ht t p: I It. col 53bghaps a Ii1. son Pr 0 ITO t e sL\!te n RT@ eve nth rrn rI:t hi n k the wo r d rra n age i s wr 0 n g. rrnnage rei at i onshi ps, ~oustulSen,n,e a¢ti8Huret @kdialabRlt Mvah! How ar e ~u, Fbttm.rstt %erv a ra s o n Pr o rro t esFU@egOt bachRT@/llrshaColl i€ii:: 10 ~u current I yuse soci al med i a for cust om#cUSEtrse.:v? afi'chnik In lot s 0 fin d us @8 lasr. e f@r an k H i as ofu. w t hat 0 ft en. Tr ai ni ng i nconsi st ent & i nfQt:clIsptserrv si los. RT@/llrshaColl i€ii:: 10 ~u current I yuse social media a m d tbger s cust omer ser#ccsf?serv aMlr shaCol I i er@i ke n un e az is a good one husj)serv am an kH i ason A2: Yet#cust ser v aMlrcio Sait 0 RT@/llrshaColl i€ii:: 10 ~u current I yuse social media cust omer ser#ccsf?serv

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1: 15 a ra s o n Pr ormt e~ an kEI i asolfbw ar e }OU Ff areli§t ser v 1: 15 at:Et t \SburgGrrF¥"@/llrshaColl i€ii:: lD}Ou current I yuse social rredia cust orrer ser#ccsf?serv 2012-05-09 1: 15 alnt t I ewp @ ed rrccl i rranWoa, Ff ed ur her e, t oo!! I see t hi sis wi t ~d i ala b Rl t &@er k son (i) r#cust se r v 2012-05-09 1: 15 a tj egO t b a c h WI co rre t #£u 5 t 5 e r 5e b R@ r r e e v c&vb b i let 0 p s CI 0 u dan d !at a as CIOinnovat iOr#cpstareitbVyt p:llt .co/68G'X X 2012-05-09 1: 15 a rrnr i sj schni dt I wi sh I coul d use it for ny job. Wah#obsl1S\S'raKl ..... 2012-05-09 1: 15 a ne r k s o n O @t t I eVoj) Bran'cast serv 2012-05-09 1: 15 a I'lE t Pr 0 rm t e r seetr i n tot he con ve r sat ion wi t h Th e Uti rra t e Q.l est Facebookht t p:llt .co/r~dxBl:4e'S., I inks and videos #n et pr 0 rrdtcast se r v 2012-05-09 1: 15 afi'chni k @event hrraBorret i rres "rranage" is an appr opr i at e t er o M t i ga t e, }Ou' r e rra n a gi n 9 t h e#€us t eSe:ra.t ion. :) 20 12- 05- 09 1: 15 a hrI\Ill r k B ern h a r <Gl2t 10 }Ou cur r e n t I Y use soc i a I rre d i a fo r c u s t 0 rre r s e #cust s e rlv A Rlrel y. Q.Jr cl ient s tend to prefer pho i fa c e - t 0 - fa c e . 201 2- 05- 09 1: 15 a Int tie wp @.bhur e t01 h h. . .. I wa. s tot a I I Y t h ink i n gab 0 u t }Ou t 0 her e ~ ar#el!Jst ser v 2012-05-091:15 afh v n ow t hfish RT@/llrshaColl i€ii:: lD}Ou current I yuse #social rredia #cust se1 yfor get that, ar e }Ou usi ng #SM pr oper I y for ser vi ce~ 2012-05-09 1: 16 a be r k son 0 Th ere go est hen e i gh b 0 r I@cbd. L .e1\4t:e d rrc c I i rra n sse e t hi sis goi n t o~diLmlabRlt &@er k s o n e rscust serv 2012-05-09 1: 16 aMlrcio Sait 0 #cust serhappens in SMwhet her }Ou are t here or not 2012-05-09 1: 16 a Ml r s h a Co I lie r@j" an k EI i as 0 Ifb w Ion 9 h a v e }Ou bee nus i n 9 soc i a I rre d i a cust orrer service (It' s@fq)utrBert1>b~ust serv 2012-05-09 1: 16 a aev e n t hrran PI2.: Yes - to list Ql:laus1>$l:e~y 2012-05-09 1: 16 a ID d 'fb ge r s PI2. : W d 0 and we reo n e 0 f the fi r s tin 0 u rca t e go r y 1 itt ook a long t i rre for our leader shi ficus:! setH/ace 2012-05-09 1: 16 aklbedalov @JA.VTEO V!is sent a defect i ve IXYDaft er I pai d for an L now I h a vet 0 pay tor e t urn the d#611tS 158 roJi tt ~es t t 2012-05-09 1: 16 afi'chni k 02: #Cust Serv I use it for rei at i onshi p/cust orrer ser I\b t a s the "0 ffi cia I " rep res e n tat ive. 2012-05-091:17 alnt t I ewp RT@arcio sai#aust serhappens in SMwhet her }Ou are I o r not ... OOCTLY!!! 2012-05-091:17 aMlrkOI an PI2.: rranyCanadian brands I've worked wit h have just So c i a#Cu 5 t Se r htn I a s t ~ a r 0 r two. her sus e soc i a I 2012-05-09 1: 17 a¢ti8Hur et PI2.: F€fr ani ng. 6ten if a corrpany i sn' t usi ng soci al rre : #cust ser v hei r cust orrer ni ght be -- and that woul c opportunity. 2012-05-091:17 abet t ervideo PI2.: W happil yanswer cust orrer Q; via social, but do pr 0 rro teas offi ci al chan n e I. l\k#ICustCEleerdt fo r it. 2012-05-09 1: 17 atre r ksonO PI2.: Ore s t ion is, do }Ou cust orrer s use tmusitase,rredi af no? 2012-05-091:17 ahij<en Too rranycorrpanies think socici1cusmdsi8lfmans looking for corrpl aint s. It is SOm.Jc#lcUJS)trset'ilan t h: 2012-05-09 1: 17 atjegOt bach WI corre t#£ust se@bedal c@.lA.VTEO 2012-05-091:17 arrike nunes PI2.) If not hing el se, just so t heycan research rre ov 22- ~ a r sac cor din 9 t 0 Fac e boo k , be fo ret hey let rre i

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#cust se r v art680JJI ian RT@/llrshaColl i€ii:: lD}Qu current I yuse social rredia cust orrer ser#ccsf?serv ahrl\lllrkBernharltlltewise, usual I ywat cl'@!:gtentRlfrra~: Yes - to list er rrost It¢ust serv a fit h n i k @ Y n gvvi t h fi@.ll r s h a Co I I i@Jrl y}Q u r c u s t 0 rre r s can say i f }Qu' r e "usi ng it r i ght#CpsbrS!rrlvy." ati egO t bach (] eat t 0 se@¥iut er vittGust ser v a Ml r s h a Co I lie rSo cia I rre d i a gi v e san y bus i n e s san e wan d gr 0 wi n 9 r e dis tin gu ish }Qu r bNlcru SItes e r v a Ml r k 0 I a n Hi a I I ! Sa w the s tea man d t h r 0 ugh I' C#Q:tn;ri SEfrhvr a fe a¢ti8 Hur et @ ttl eVijBu t oo! Feel like I lost a week wi t h }Qu al #cust se r v afnedrrccl i rrans@/llrshaCol I iA2r I have wor ked wi a few cl i ent s who've (var i ous reasons), t hen abuse erttciLlslt~.n[)h! a srre r s d o r t Hear, hear!@lMflyTissot#Social rredia is not a dest inat a n e nab I e r 0 f bus i n e s Gt stt fJ: tf te g'9'0 I ttmust Zse r#b 2 b a aev e n t hrran @'chniklove t his»" ... }Qu're rranaging the int eract io rra n age sou n d s rro reb u s i rr#:E$Jst I s"IeV atiegOt bach So gl ad }Qu dropped byMlrk. WI@AlrriiDlRTanl-:li all! Saw t he st eam and t hr ough I'd pof#aqslbSeavfew. aMlrkOI an I can't t}pe t odallcusBS1erv a man k EI i a son So t r u @ijste n To 0 rra nyc 0 rrp ani est h ink soc i a I rre d i a #cust see vre an s I ooki ng for co rrpl ai nt s. It is SO rruch t h a#c.ust se r v atre r ksonO ls@.I \Son20ut h.(ne!t serv atiegOt bach @rrersdorWI corre t o#lCbst seroilat Sherrie a Ere v e nth rra n RT @/llr s h a Co I I i 8<J cia I rre d i a gi v e san y bus i n e s san ew gr owi ng real m to di st i ngui sh ~ust tseriVless aMlrshaCol1 ier@edrrccl irrarfirn.il abuse is the rrost a n n o y n q of all, a So cia I rre d i a a c co un t t hat #cc:k.mt se It v lis ten s aifheR"reTrackerRr@/llrshaColl iWt:hout quest i@relvEfift hrrar1:t hink the wo r d rra n age i s wr 0 n g. Yo u don't rra n age rei at ion s h i #cust se r v ara r enlocker it is one of t he best wa'f3 to cr eat e an act ual rei cust o rre r scust serv a tnt tie Wf3 RT @a r s hac 0 I I @!Ie:d rrc c I i rra rfirn. i I a bus e i s the rro s t a n n o y n q of all, worse t hat a Social rredia account #cust se r v abet t ervideo This: F@'SHuret PI2.: F€franing. 6ten if a corrpanyisn't soc i a I rre d i tic dicsrt s e,r \t he i r c u s t 0 rre r rn gh t be = los t opportunity. atiegOt bach Thanks for j urrping in I@lErre.nIBCkerit is one of the b wa'f3 to cr eat e an act ual rei at i onshi f#austhseri1e cu ahijsen Soci al rredi a can e#<tus1cser~ br oadcast i ng val ue add i n fo#cust se r v afnedrrccl i rrans@/llrshaCol I il'elrl rroni tor i nfo/cl i ent s, but }Qu have cl ient s are co rrto r t ~<h.Is:t setYl. afn a n k B i ason RT @/llrshaCol I i@hedrrccl i rrarfirn.i I abuse is the rrost a n n o y n q of all, worse t hat a Social rredia account

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#cust se r v a rrnr i sj s c h ni d t RT @ijs en: So cia I rre d i a can E#clwstl <SE r~ b r 0 ad cas tin 9 val ue ad d ed #CIlRt. se r v a¢ti8Hur et ~d i alabRlt I'm in t r i gued! Mis t #sustr s e r v ) a pr e to t es l\ew #VWPassat : Convenience close inop. Cust Serv"\ supposed t 0 wor k t he way t he own er s man ual s ajs , #Cust Se r #Fa i I arnsoci al cl ub_lVar sha Col I#cast serFir@)et hSkl c@Aust Ser va eet er @4l r s h a Co I I iM r I h a v e use d a co up leo f d i ff CRVI too Is: ht t p: I It. col §lQp45x ahrl\lllr kBer n har sot long as the st ream i sn' t onl@tjkreOladftalcsitaJ .. RT rre d i a can e n h #c wst s e r~ b r 0 ad cas tin 9 val u e add e d i I #cust se r v aMlrkOI an Big probl eminm.cstlSerhts it's st ill cont roll ed by a Ml r s h a Co I lie r@j" a n k EI i a s 0 Inbel i eve inc 0 rrp I i rre n tin 9 bus i n e sse son rre d i a - it' s a wi n -@Mq.etIDr #l:k.J S t s e r v a fBe t h Sk I a r @4l r s h a Co I Iii e r can be a b I e s sin 9 fo r the m 0 r a cur s E they kn ow how t o#oast iaer v atrust Ser va eet@nr shacol I Taa n k s ! I\bt doi ng too wei net wor k-wi SE j U rrp ina s I <#1:0 s t : $ e r v a ra s o n Pr orrot e~sol ut el @fRiIi" i sj schni Blf@ijsen: Soci al rred i a can enhanc#reust se rtw br oadcast i ng val ue c#Cd5&tdsemN>. a Ml r s h a Co I lie rB IG pro b I em! We res h 0 u I d @4lrb1e0 JRTaB i 9 pro b I em i n n So c i a#Cu s t Se r hts it' sst i I I con t r 0 I led by IVar k e tin 9 a tj egO t b a c h @ soc i a I c I t.M!i L co rre t#0u s t s e @r e not e s a Ere v e nth ma n @4lr k 0 I a nc a n we r e rro v e 'ma r k e tin g' fr 0 m soc i a I rre d i wo n d e r #cust se r v aMlr shaCol i er~ust Ser va eet~<Dd t 0 see ~ur sul#o~stl.cs:er v a inrn. c s we b PI2. : 'yes, 0 u r sec 0 n d rea son fo r a I I 0 f 0 u r c lie n t s t ( soci al#cust ser v arri ke nunes @4lr kO I arWl corre tot he wor I d of t }po's, st i I I co n i underst and #<;pst$erv atnsbandit 0 @4lrshaColl iu::gh, 'yeah, if corrpanies can sl ash email u by rrovi ng itt 0 soci al rred i a#ct:Jstt Iserlvappy afnedrrccl imans@t t I eVVjsyng to keep up on rry i Pa d (t hank ~u Son~. #SeeSaw ; Jlcust ser v am an kEI i ason @4lr shaCol I istr a r t ed troLr:Staserfv@orrcast Sept, 2007, @orrcastcar es st ar t ed Apr ii, 2008. Cr i si s for ces br c atjegOt bach @ s b a n d i tso co rre t#0ust serAndrew a Kt r e n 1.0 c k e r ~u s t Se r v a e e t - e ~ fi n a I I Y r e rre rrb ere dan d wa son I y 1 5 l.O.n #cust se r v a tnt tie Wf3 @" e d rrc c lima ri't> ton I y como r tab I e but the too I sur under st and@,erh§'haCol I #eUlst serv aMlr shaCol i erAr e ~u list eni ng out @ tleae&iFllratorrpani es can sl ash email use in hal f by rrovi n 9 itt 0 soci al #cmsfti ae r lvd t a ra s o n Pr o rro t es;@Jet t '}SburggelWlycorre. .Lrrp right in. IVake sure to USI #cust se r v aood'fbgers @4lrshaColl ilewonder i#dusesergroup here has been surprised byan org who didn't respond tot heir co Sol\k
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@,ilrshaCol I i'lErs, and it's easi er t han ever to beco e van ge lis t fo r a co rrpa nf<¥lSlt Is iek" at. atiegOt bach (]eat to see ~u Cil.ry. WI c@>rmts~b:PI2.: ~s, our sec 0 n d rea son fo r a I I 0 f 0 u r c lie n t s t 0 be i n v 0 I v e #cust se r v aMlr shaCol I i er~r en to ck e rte o d t 0 see#qost ser v atrust Ser v(] eetPeiw shucks. : )@fifr shacol I (S@UlStSer v(] eet~<Dd t 0 see ~ur sun n y f~st ser v a Kt r e n 1.0 c k e r ~ egO t b a c 11 han k s , n ice t 0 see ~us 1a §aeirrMl a Ml r s h a Co I lie rQ3: f-b w muc h c u s t 0 rre r i n t era c t ion d 0 ~ u d 0 v i a ~ ur ~ u d 0 i n 9 e - co rnrre rttmiS t 5 e r v a tn s ban d ito ~ e gO t b a c hTha n k s (] e g, j u rrp e don I ate wh e n I saw a fr i end s t we e #0 ~ ;S)e r v a be r k son 0 + 1 #s e e saw I@" e d rrc c I i rrn r@:t tie Wjs y n 9 t 0 k e e pup 0n I iPad (t hank ~u Son~. l\eed #kelSctvs~vv atiegOt bach RT@/llrshaColl iW:: f-bw much cust orrer int eract ion do v i a ~ u r we bs it e? h e ~ u do i n 9 e -#mJlSITes"meV? ainrn.csweb ~ egO t bacl1 han ks (] eg! Happy t#ouse setr v at:Et t '}SburgGrrFV@asonProrrot eslSbsol ut el@l9fIfisj schniBlf@M<en: Soci al rredi a can e#<tus1cser~ br oadcast i ng val ue add i n fo#cust se r v ara r enlocker @,ilrshaCol I itelnanks, I need sorre to post a bi 9 r eni n scr een I at#<alsJ1 ser v aMlrkOI an @,ilrshaColl iV{H11 , while one can argutlCtlS1ase!SDcial shoul d be owned by ever ~ne, 1st i I I t hi nk it shoul Cu s t 0 rre r Ca r e atnsbandit 0 @,ilrshaColl il'enn not a perfect e a npl e for rry d e par t m ~s, ~s we ar e - al I the wa,duSttSB6!vt op :) aMlr shaCol I i er@rrncsweb (])od to see t¥>DSlt serv afn a n k B iason ,AQree, oh wait I work in rrnrket i~rtQili anla.ggee rt pro b I e min SjCiJ 8 t Se r hts it' sst i I I con t r 0 I led by IVa ahrl\lllr kBer nhar<GBt f-bw much cust orrer i nt er act i on do ~u do vi a ~ur ~u doing a-co rrrre scast s e rlv A Q.Jr newsit e will be m int eract ive aMlrshaCol I ierRT @ sbandi@4B.rshaCol I il'enn not a perfect e xarrpl e for depart rrent, but ~s, ~s we are - all #cDstVSl¥tvo ahltdialabRlt @SHurethttp://t .co/)Q~141 be perfect for the #Abbe~ i r t hd a~c).Jst ser v ainrn.csweb @,ilrshaCol I i~s, the rror e i nt egr at ed t he bet t er. ge n Af\.D#cust se r v a schwa r zer 99%of all our cust orrer int e r acustcae t s errnil. afhyngwit hfish RT@lchnik@ yngwit hfi@,hrshaColl i@lrl y jo ur cust orrers can say i f ~u' r e "usi ng it r i##UsA:p$Err~rlliy-<'~ that out look) aMlrshaCol1 ierA3: I\1twebsit e act uall ydoes se#dustt lSeTgt lQ_ afBet hSkl ar @,ilrshaColl iie r needs to be rronit ored and t hen sen a p pro p ria ted e pt. jus t I ike C#m.m1 t sea-tv sus e rra i I . aMlrcio Sait 0 Hard to rrnnage Chips, IVargarit a, and I'itclust$BIC\e whi c hat tin g. I\e e d CRVI too I : 0) . aMlr kO I an @i"ankH i aso}eah, but ~u don't "own" rra r ket i ng Ff an

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know bet t#:Ous:t)Serv atiegOt bach If ~u enj o je d t he first 211ChiSlluse:;rSWl.Oft unt il the nt 37! #t h e plot t h i c ken s acral cent erdr#cust serArr6c Hgh Val ue Cust orrer Service lDives Share Val ue t t p: I It. col YW5C240 acral cent erdr#cust serlfiiS Cust orrer Service Probl e rra t ic for Ident it Vi ct i rtet t p: II t . col 'PfIOJZc atrust Serv(]eet@(rrenl.ockerWat t irre woul d }Ou I ike ~ur reninder t: #cust se r v atnsbandit 0 @chwartBrwow, t hat sounds so fo r rraeusanse rse d l a in e d rrc c I i rrn n s @ ttl e Wise be s tis s h 0 wi n 9 a c lie n t so rre t h i n 9 new t the i r biz ITOr e e ffi c i e n tip r 0 f#t usti I s:e' IhYlrra n ! a Ml r k 0 I a n @ h r i s j s c h nirliltr k e t e r s nee d t 0 gi v e u p try n 9 t 0 con #cust se r v a ¢tiSHuret @b d 'fb ge r s @/13. r s h a Co I I i'lers ... and qui tea con t r 0 v e r They have fai I ed bad I yin soci al rred i a d etap..ist esEbe\St ainrn.csweb @/I3.rshaCol I i#:backat #laost ser v a Ml r s h a Co lie rSo d 0 we a gr e e t hat s i los s h 0 u I d fa I I , and per hap s act u a I I Y ge tad vic E#cfw s>1:rnse tt~e a m? afi'chni k 03: How much cust orrer i nt er act i on do ~u do vi a ~ur ~u d o l n q e -co rrrre acasr ee rtv A onlysingle quest/conm ati egO t bach (])od poi nt . W' r e happy t 0 send cour t esy r eni nder s. ~u s t Se r v (] e e t@m :e n 1.0 k e r Wa t t i rre wo u I d ~ u I ike c ~I r e rn n d e r t \#:eelS t? 5 e r v a aev e n t hrrnn @/I3.rkO I arihanks! I'm r eadi ng a lot of st uff about , un rra r k e tin g' #d:ustt ESler v aoilrisj schnidt@4lrkOI a n didn't rrean cont rol it, but if it's not #cust se racct , they ar e ITOSt I i kel y i nvol ved wi t hit afn a n k B i ason @4lr kO I amo I get to have fun showi ng peopl e the i rr decisions have on t#m.JsttrSl.ellgreat FD in creat ing cha aoodtbger s Tr ut h! Usual I y b/c ot her funct i onal gr oups won't co @4lr kO I anBi 9 pr obi em i n#60s~a$erivs it's st i I I cont IVarket ing ara r enl.ocker I have seen e xie l I ent uses of soci al rredi a engagi ng I ecomrer ce, one of t he bi ggest t hi ngs needed is cons #cust se r v a hij< e n Cu s t 0 rre r s e r vic e i sown e d bye v e r ~ n e . Ce r t a i n 00I rredi a) ar e rrnnaged by sepci fi c d#pastt SlIem\t s. afi'chnik @ yngwit hfl s n o n " t t hink ~u're going to hear it whi 01 lye )6 rrp I e s 0 f "10 i n 9 i t wr 0 n g" rra 'iJ e i n #Cos t Setr J/ ear ahrl\lllrkBernhar@tl.rshaCol1 i'lers, sil os should fall. And all t e a rrs c one an 0 t itlms t 5 e r v atrust Ser v(] eet@rracsweb Hi, Cil.r~ust ser v ainrn.csweb @4lrshaColl ieevrer}One in anyorg can In"ustfrsemaKld feed back. #1 i st en a sco bl ent z RT@ijsen: Cust orrer service is owned by e v e r jo n e . Cer (I ike soci al rred i a) ar e rra n aged by sepC#<£iustds"lav t rre a¢tiSHur et @kdialabRlt 1.01!! J m corrpl et el y dr opped the bal I. S ht t p: I It. col 3~e hi s red e rrpt #m..rs,t SE!)~ v aMlrshaCol ier@?dtbgers I coul d narre four or five that didn't res

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que s t ion s (n 0 t s I a ITS ) i n t #G:eI 511>asB r#imah fb n m ati egO t bach WI co rre t #£u 5 t 5 e rAta n @ e a (]) v: He h . ;) RT @,ilrshaColl iA):: I\1twebsit e act uall ydoes sel thing: #cust se r v a EIlI v i n e r ius ,AQre e! F@ijs e n To 0 rra nyc 0 rrp ani est h ink soc i a I rre d i a #cust see vre an s I ooki ng for co rrpl ai nt s. It is SO rruch t h a#c.ust se r v alfui 0 i on @,il r s h a Co I I ~ IS ban d i mofe a r i s t hat h a vi n 9 t 0 ITOnit ( rranyent rypoint s sorret hing wi#ctuSteSei~sed. a tnt tie Wf3 @" ed rrccl i rrarl30rrpl et el y at;cest !ser v atni zik e l I y @,ilr shaCol I i~rwa.}S gr eat t 0 con n ect & r ead ~ur t we #cust se r v atnsbandit 0 @,ilr shaCol ian rrar ket i ng/cust orrer ser vi ce rn ssi ons e mb e d d edt h r 0 u gh the 0 r ga n i zat ion; rat her t han s t #cust se r v aKtrenlocker ~ egO t bac~ust Ser v(] eett erl ed t hat I ast week an d see it unt il 10:05. Ml~e at I needtttrwstcster'Xlpm l.O.n affchn i k I t h ink the y co u I d be rre r ge din ITOs @,IOCro$!\JDaR<Odlesi e Ii'IT: per hap s rra r k e tin 9 can act u a I I Y ge t #CCB.IS tt is:ertilrecruTTl1 he ani ke nunes IDes Social IVedia ent wine ritm:[Jse5GHlc~;1d sal es?coul d eli rn nat e 0 r i n t e r gr ate the s i los? amankEI i ason @h r i sis c h n@lEtr k 0 r I auT1 fo r tun ate I y I' ve fo u n d rra n y wi t #cust s e rfvn ct ions at various corrpanies are ITOre sca cust orrer aMlr shaCol I i er@rracsweb list en .... anftCLAOTlserv ainrn.csweb @lust Serv(]eetFb~! !#cl.Jst serv afh v n ow t hfish Q3 f-bw rruch cust orrer int eract ion do ~u do via ~ur ~u doi ng a-co rrrre scast ser(\Sa.1 es sel f cont ai ned wi t hi Twi t t e r, ~ s ) atrust Ser v(] eet@ijsen WI I sai d, Shep. 0 gan i za.#dwrt seal f!i1. aMlr shaCol I i er@i" an kEI i a s ofe a l I f. Wi cn&ust ser v a ta n RID s RT @,il r s h a Co I I i 8cJ cia I rre d i a gi v e san y bus i n e s san ew gr owi ng real m to di st i ngui sh ~ust tseriVless a d1. son Pr 0 ITOt e ~ r s h a Co I I iIemado n e abo uta nor d e rip I ace dan dn response on FB twit t er C#lCustrEsier.v Sad a tnt tie Wf3 RT @'isen: Cu s t 0 rre r s e r vic e i sown e d bye v e r ~ n e . Ce r (I ike soci al rred i a) ar e rran aged by sepC#c£iustds"la.v t rre a ttl y n gwi t h fi s h RT @,il r s h a Co I I i en:: f-b w ffi.l C h c us t 0 rre r i n t era c t ion d0 vi a ~ur websi#C1SS't se nv n t er act i ng is Twi t t er, FB, Sk atiegOt bach WI corre@.1 viner@BiOion#li2H~llttcust serv atrust Serv(]eet@(rrenlockerAnd ~u shall have it #atlst7slel'f1v:) at:Et t '}SburgGrr@$,renlockerand II1NT se#(I;L1st Serv a tn s ban d ito @bi 0 ion so rre t hi n gs ge t rn sse d, not h i n 9 i s per fe c t ~u aren't list ening e ve r y hi#reg~sffirvrissed aMlrkOI an @i"ankEI iasotnrue, it's a daunt ing task to int eract cust orrers. Too unpredict abl e. So we t #qu1sbs:elmll: tt ahijsen K3: Wbsi t es shoul d engage the cust orrer. Sorret i rres i nt er act ion. Sorret i rres it's j u#CUSl.t ~afI: websi t e. attlyngwit hfish RT@/llrshaColl i~rwe agree that silos shoul d fall &I rra r k e tin 9 can act u a I I Y ge t attbLis::te 5 e- rd>vB a ~Si los

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pis s rre 0 ff) aMlrshaCol1 ierQ.lest ions form pay n o (or prospect ive) cust orrers she posit ivel ybe answered wit h 24 hours jeruSiusem67ss da aKtrenlocker sorret irre It hink peopl e are onl yt hinking of cust on soc i a I rre d i a fo r co rrp I a i n t s but go 0 d toe n ga ge a I I #cust se r v afithnik RT@ijsen: P3: Wbsit es shoul d engage the cust orrer. ~ that rreans i nt er act ion. Sorret i rres it' f:cpSltlseavgr E afn a n k B i ason @4lrshaCol I irarn y i n rra r ket i ng and PR funct ions. Tha rrnnycorrpanies do not engage ba#tustlgm-oial at:Et t \SburgGrrFV@yngwit hfi5J8:f-bwm.Jch cust orrer int eract ion do ~ ~ u r we b sit e? h e ~ u d 0 i n 9 e - c1roum rs:eI'N3a I e sse I f cont ained wit hin Twit t er, ~s) al5JficelDvvy RT@4lrshaColl i8cJ:do we agree that silos shoul d fal per hap s rra r k e tin 9 can act u a I I Y ge t #CCB.IS tt is:ertilrecruTTl1 he amght bul bD @4lrshaCol I iW~ I , ~u' d have to convi nce rra r ket i ng E t hat the you gh t t tic use ~ns« a ff fi r st. (]) 0 diu c k wi t abet t ervideo +1 RT@ sbandi@biOionsorre things get nissed, not hi per fe c t - howe v e r, i f ~ u are n 't lis ten i n 9 eve r 'J. hi n #cust se r v amankEI iason @4lrkOI a no u rrus t have@:rurcServic;e-,cust serv ami I quiseng RT@sbandi@biOionsorre things get nissed, not hing per fe c t - howe v e r, i f ~ u are n t lis ten i n 9 eve r 'J. h i n g #cust se r v aMlrshaCol1 ierlt brings in 1\EW0n*,renilockerpeopl e thinking of cust s e r vic eon soc i a I rre d i a fo r co rrp I a i n t s but go 0 d t 0 #cust se r v aKtrenlocker ~t t '>6burgGrr~)6ct 11, 1m so t ired of rry s o ci a l rredia bei ng bur i ed in pi t ches that sorre d ajs I dont even #cust se r v a me i t h P r i vet t '{u P ! R@/ll r s h a Co I I i 8cJ :d 0 we a gr e e t hat s i los s h0 uI d per hap s rra r k e tin 9 can act u a I I Y ge t #CCB.IS tt is:ertilrecruTTl1 he a d1. son Pr 0 ITO t e @. r en 1.0 c k e rYe s wh e the r po Z 0 r neg, bot h s h 0 u I d be equal I#cl1st ser v a @ ion ITSIVI ~ e gO t b a c tgl ad t 0 be her e. Fe r go t to" s wi t c h hat s @bi 0 i or#Cust ser v aMlrkOI an @tankEI i a s oem l ypart wayt h#m..ughse;rv a¢ti8Huret .us t b/c ~ur corrpanyisn't on #social rredia doesn't won't be. IOn't gi ve away ~ur seaticust stHh~ t abl e. atiegOt bach @eit hprivEWltcerre t#0ust serlVit h a fit h n i k + 1 RT@. gh t b u I b @4l r s h a Co I I i'ffiru' d h a vet 0 con vi n c e rra r ket i ng e e cut i ves that they tlogst siHsA:rcmftperc$t (])od luck! a hit d i a la b R3. t + 100 RT@4l r s h a Co I I i €iUr est ion s fo r m pay n 9 (0 r pro s p e c t c us t . s h 0 u I dab sol ute I y be an s we red wi t h 24 h 0 u r s #cust se r v aoilrisj schnidtRT@SHuretJJst b/c ~ur corrpanyisn't on #social rredi rre a n ~ u r c u s t 's wo n 't be. 10n' t gi v e away ~ u r sea t #cust se r v aMlrshaCol I ier@tankEI iasolnknow, I've seen the hurdl es legal depa

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t 0 s sin t 0 t#bostlise rv aBirronerrccal1 LlrillMlership' & 'Cont rol' are t rickyin big organisat i @,ilr kO I anBi 9 pr obi em i n#60s~a$erivs it's st i I I cont IVarket ing ahij<en RT @Sf-lHet ais t b/c }Our corrpany i snt on #soci al rredi rre a n }Ou r c u s t s wo n t be. 10n t gi v e a wa. y }Ou r sea tat #cust se r v a tn I I qui seng RT @Sf-lJret ais t b/c }Our corrpany i snt on #soci al rredi rre a n }Ou r c u s t s wo n t be. 10n t gi v e a wa. y }Ou r sea tat #cust se r v a fi'.u s t Se r v (] e e t 6e [J serre ... I t h ink it' s i rre fo r a Za p p 0 s b rea k !! f-b i : beve r agilcust se r v a Ml r s h a Co lie rQ1.: 10 }Ou i n t era c twit h c u s t 0 rre r s t h r 0 u gh e rra i I ? Is p r i rra r y t 0:jd:u:S!t se r v aMlr shaCol i er~ust Ser v(] eet*egul f#'C'lIst ser v a tm egO t b a c h @ i rro n e rrc c a I I LTllma k s fo r j 0 i n i n gus n Si rro n e . WI co rre #Cust ser v atm egO t bach RT @,ilr shaCol I i €i):I::: 10 }Ou i nt er act wi t h cust orrer s t ~ errai I ? Is it on e of }Our pr WGDsy smroV s? afi'chnik RT@,ilrshaColl i€i):l::: lO}Ou int eract wit h cust orrers t~ errai I ? Is it on e of }Our pr WGDsy s~fOr t un at el 1, ~~ a Ml r k 0 I an RT ~u s t Se r v (] e e t Iiou:s e rre ... I t hi n kit's t i rre fo raZe b rea k!! f-b i s t }Ou r fa v 0 r i t#euse 'Serr~e e r ara r enlocker I t hi nk that is the bi ggest t hi ng peopl e ni ss, if}O br and arrbassador s }Ou ar e ni ssi ng rrany t#p~tr SWn1vt i e afi'chnik .@,ilrshaColl ier Ole of the things I hat e about errai res po n s e " If Q1, the nan s we r #etJs th sAt. v : - ( atmegOt bach 1/2 t irre shC#£UlS:t ser-v>(] eat chat so far e ve r jo n e . aMlrshaCol1 ierJJst writ ing about(gmHt.irseRTJJst b/c ur co isnt on #s 0 cia I rre d i ado e s n t rre a n }Ou r c u s t s wo n t be. 10n t s ea#cust se r v a man k EI i a son Th 0 set h ink i n gab 0 [jtc usb sie:rhi gh t wa. n t tor e ad t his i nt er est i ng ideas & power of change based on list el ht t p:llt .co/t 3q)fl1fR ahrl\lllrkBernhar@\BHuretBut al so don't show up at the t abl e e oe c or tot a I k 0 n I y 0 f }Ou r s elf. (i"-tictustt lsetr v}O u do ... ) afn a n k B iason RT@,ilrshaColl i(jfrankEI iasolnknow, I've seen the hurdl I e ga Ide par t rre n t s a Iso t ciB:aI tn $ EO" \t h e ni x a Ml r s h a Co lie rQ1.: I ge n era I I Y han die c u s t 0 rre r s e r vic e iss u e s: t r a et c t hr ough errai I - but WCClIlISl.t 11I e guy Isetr arnt t I ewp M: Eimil is al wp the ut il i zed al tho, I prefer phone confusi on or ni sunder SlClaIS1dsegv a sn v e n t hrran RT ~ egO t bach1/2 t i rre sht#0ust s e r-v- (] eat chat so fa e v e r jo n scust serv afn a n k B iason @,ilrshaColl ia:trsol ut elY. I am so grat eful for our soc @ i t it hey are gr eat ¥xarst rserr Sf atrerksonO @"Edial abr as hours? Isn't it rrore about set t ing pr : e >p e c tat ion san d rre e tin 9 the m, wh ate v e r the t i rre f @,ilr shaCol I #eUlst ser v ahij<en M: Eimil is fine for cust orrers, if t hat is what they

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ot her wa}S; Facebook, t e x , e#([l.JstA$lertvhem abet t ervideo @4lrshaColl iV{H rrnrket ing t }pes get just as frust rat #cust s e rfe l ks. BorH t earns need to errbr ace br and AN aMlrshaCol1 ier#cust serFir@.ght bul blr9bt sure social rredia brings in dol I a r s , but sur e can los e dol I a r s fo r biz i f c u s t 0 atjegOt bach Yes! R@tken: M: Eimil is fine for cust orrers, if that want. Ther e ar e ot her wa}S; Facebook, t e x , et c. A #cust se r v aMlr shaCol I i er@'chni k ~ t (#cust ser v a otH i s j s c h ni d tis til I t h ink a ph 0 n e c a I I gc:#:E$J S EIJll\Q uwa yam r e rra i I sa can hel p e>pl ai n easi er . a Ml r k 0 I a n M: Eim iii f t hat's the i r pre fe r e n c e . But i f ~ u can the ph 0 n e, t hat per son a I con n e c t #i<Xl.l1S t i se B V wa }S be s a @ ion ITSIVI M: Eim iii s p r i rra r y the n p h 0 n e . But ny c u s t 0 rre r has rrnking it a requirerrent. Social ~dia n~usanSEupA: io a¢ti8 Hur et @4lr shaCol I illHppy t 0 speak wi t h ~u if I can pr ovi de ( ) #cust ser v ahrl\lllr kBer nhar@t 10 ~u i nt er act wi t h cust orrer s t hr ough e rra i I? Is prirrnryt 0:jd:u:S!t se rlv A; Eimil IS rrv pr i rrar y co rrrrun i ca t l r too I . ainrn.csweb @4lrshaCol I iTene rret hod chosen byt he#:l::wfstt (Smrv. aMlrshaCol ier#cust serFir@.ght bul b@/l3.rshaCol1 iT6!lrlking to cust o rre r : t h r 0 u gh e rra i I can bee >pe d i t i 0 us, but can a Iso hid E account abi lit y. amankEIiason Woffer rra n y wajs to cont act us but secured chat gr a m I 0 0 kin 9 fo r wa r d tot he h u rra n i 2i n gas p e c t s 0 f v i d e #cust se r v abet t ervideo M. Eimil is great when det ail ed answers are ne e d e get unnecessaril ywordyon sirrjlcusBsewaYrs. aMlrshaCol1 ierRT@et t ervi@itu:shaColl i~ rrnrket ing t }pes get just fr ust rat e(#c1ll'istt Iserfvl ks. BorH t earns need to errbr aCE Af\.Dser vi ceo a¢ti8Hur et @rMu kBer nhareftcour se! I\b I ur ki ng a#dus~!r'f ) a ra s o n Pr ormt e~hr i sj schnildget so lost #oustrBelrSf a tn a r i q a h rra d M: e rra i I P r i rra r y wa y 0 f co rrrru n i cat ion, a I tho u gh soc i gr 0 u n d s t e tic:lLi S ty s e r v a otH i s j s c h ni d t RT @i" an k EI i as 0 rW 0 ffe r rra n y wa}S t 0 con t act usb u t s E Chat gr 0 wi n 9 iacss t! s e r v a tn s ban d ito @} ion ITSIVIt 0 be h 0 n est , a s Ion gas ~ u rre e t wh a t ~ u' red 0 i n 9 the r i gh#c um t SeeD" <i' ! a rnn¥Nhi ggi n s @4l r s h a Co I I iMr. e rra iii s rro rep r i vat e but the rea rE fo r u rns/ po r t a Is, Fac e boo k tAcruS tt S'I8 It vt e r a tj e gO t b a c h (] eat t 0 see ~ u T@" i IW a h rrnM: e rra i I Pr i rra r y wa y 0 f co rrrru n i cat ion, a I tho ugh soc i a lis ga i n i~# s em Gt s t a rri ken un e s M) be s t wa Y toe n ga ge? by P h 0 n e , e rra ii, 0 r t h r 0 ugh sr checking SMupdat es, I\1tcl ient s see I'm horre t heyt ~ #cust se r v aKtrenlocker a sac u s t 0 rre rip r e fe r e rra i I a I wa}S, not i rre fo r p hOI res po n d t 0 c us t 0 rre r s by the i r pre fe r red rre tho d 0 f ' #cust se r v

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schnidt@lsonProrrot eslU does kind of depend on t he vol urre ~ u ge t t h o#xgIJst s e r v atmegOt bach Thanks for j oir@rn!fJwbsggins#eust serv a ra s o n Pr o rro t esFU@ sbandi@mionlTSMt 0 be honest, as long as ~u m the y wa nt, ~ u red 0 i n 9 the r#cglstt smtv hod ! aMlrshaCol1 ier@erkson($ince the Int ernet has 24 hour clock, t i rre h 0 u r s va r y. Imre d i ate res po n s e wo u I <@'Be:! i 1Et a txrhDti c e #eust se r v a too use 0 fb r e w F€ a I t i rre 1t 0 @)t R1l e ~: lira iii s a I W}S the uti I i 2e d pre fe r p h 0 n e c a I Is, pre v e n t s con fu s ion 0 r ni sun d e r ~ #eust se r v a hrpact le a r n i n ~u s t 0 rre r Se r vice Is Co 0 I : Th r eta faf$:y1 Titpsco / (]) s 6grnPD #eust se rocct r a fNl r a h He d a'P t i Ef1 ga gi n 9 Cu s t 0 rre r sin a I\e t wo rrH:etd p W IH d co/I i a Fi7EB #eust se racct r @t]aact lear n in 9 a aev e n t hrran A4 lirail as prirrary; phone secondary, social rredia ch #eust se r v a rnrT¥Nh ggi n s i @ e r k son @"e d i a I a b r@t13. s h a Co I I iIemgr e e - set r a t i rre fr : the n rre e tor eve n bet 1#eUlste Sli21e'll i t a Ii1. son Pr 0 rro t e ~ h r i s j s c h ni'llmr Y t r#a 8 s t s e r v aMlr shaCol I i erf-bwever they cont act ~u - answe@riIiItlIH3Nelm: @,ilr shaCol I iTelle rret hod chosen by t he #:l::wfstt (SmlV. a man k EI i a son @e t t e r v i d:l ffiGll. tis wh y rra r k e tin 9 s h 0 [jed s b ES EVai"tt ieEf jus ton e asp e c t 0 f the Cu s t 0 (§iBI r ~Il@I.EEIO il eI ri <EEJ" aMlr kO I an RT @/llr shaCol I:i I::bwever they cont act ~u - answer THB @rracsweb:@/llr shaCol I iTffire rret hod chosen by t he cust 0 #eust se r v a ra s o n Pr o rro t esWl corre PmfRT~egOt bachThanks for joining us @.rT¥Nhi ggi n s#eust ser v aMlrshaCol1 i e rba ct 1'1 @rT¥Nhiggins:@/llrshaColl iMr. errail is rrore priv but the rea r e now h e I p fo r u ITS / po r t a Is, Fa c e boo k a n #eust se r v a tm egO t b a c h @ 0 use 0 fb r e@bar a h He d a 'P t WI co rre W<ru s t s e r v a t:E t t \S bur gG r rJ!lr e e d F@l son Pr 0 rro t e S@h r i s j s c h nil dge t solos tin er #eust se r v atre r ksonO F€I at ed quest ion: Has a n jo n e seen t hei r cust orrer s ot he#sust s e ron soci al rred i a? ahrl\lllr k B er n har@\B Hur et PI ease pass t he pepper. #eust)serfcvtsotcih<el rredi a t abl e] a Ml r k 0 I a n @ e r k son (to r sur e, e s p e cia I I yin use r fo r u ITS I ike li t I #eust se r v a Ml r s h a Co I lie r@j" a n k EI i a s 011111 abe t t e r wo rid, per hap s a fu t u r e wo r I #eust se rw l l work hand@reth1aedvideo atm egO t bach Yes, it lIDS get even bet t er#C\AStdsettVllirisng ever y Tuesd ay 6: 00 PST 9: 00 EST atrust Serv(]eet@rionit Sheet ings, good#m.ist!se;rv a rnrT¥Nh ggi n s i @,il r k 0 I a rI a gr e e a n s we r wh ere the y ask but a I wa 'f3 h ( in rrul t ipl e@,baseaColl @rmcsweb#eust serv a man k EI i as 0 n Ye s , rra n y t i rre @16f k son I ate d que s t ion: Hasan ~ n e the i r c us t 0 rre r san s we r i n 9 #Easlb m roo r so cia I rre d i a?

aoilrisj

m:e

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a¢ti8Huret

2012-05-09

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M: Corres d o wn to knowing }Our cust & where THEY are have el i rn nat ed and/or out sour ced photlel$S1I: se cvs t a ne r k s o n O @"arshacolll~uess what I'm s ay n q is st art srrall an IVa n y bi z wo u I d do we I Ito s tltusins:e ~ct at ion s aMHkOI an @,ilrshaColl(girankEIiasoCIIJnd}Ou can add IT int 0 the n rra k e ita per fe dlcum rser v aMHshaCol1 ierWol e diff subj ect , that's comrunit@,EHtksidnSJl:-IBsst !R a n jo n e seen cust orrers answering#easbSEtrduler$ocial rredia? ahrl\lllrkBernhar1:hte fut ure is n@.tl.rSliaCol1 i(jfrankEI iasolrm ... perhaps a fu t u r e wo rid rra r#mils t rs~ I<iV I I wo r k han din han d @ettervideo aood\R?gers RT@/llrshaColl i@d\R?gers I coul d narre four or five th did n 't res p 0 n d t 0 que s t ion s (n 0 t s I citm.J)s ti set ill e p c #badfor m a be t t e r v ide 0 0 vic eve r sa. @f)arRrEI i a s o@:et t e r v i d:l ffiGll. tis wh y rra r k e tin 9 s h 0 u I d b.c IplSI.tr s e.lOw jus ton e asp e c t 0 f Cu ~ e xie r i e n ce . a m 0 vega ric k @. rT¥Ni n s t e@,i=I. r s h a Co I I @Jhr r i s j s c h niTdh n k s fo r rre n t ion i r t3. @J rrb Ie, gu}S! So r r 1, go t p u I led i n t 0 i rrp r 0 rrp t u rre e t i #cust se r v a rnn¥Nhi ggi n s @ e r k son ~ s. Th at' s wh e n I k now I' v e don e ny job cor I #cust se r v a Ml r s h a Co I lie rOl ~ a h ! ~ r k 0 I a r@/I3. r s h a Co I I (gi fa n k EI i as oCIIJn }Ou d can add ITint 0 the nixt 0 rrake i#custpseifoct world atrust Ser v(] e e t be e d errai I G'S. @f!asonpr ormt @ju":i sj schnildget so lost in e rra iacas t ser v a oil r i s j s c h rn d t Ha san }On e h ear d i f #s m has h e I p e del i rn nat e s 0 rre 0 out sou r c i I#g ust 5 e1 v at:Et t '}Sbur gGr rTtJat s gr eat~ e@O t bachYes, it lOIS get even bet t er. t hitiCust sertvhi ng ever y Tuesday 6: 00 PST 9: 00 EST a Kt r e n 1.0 c k e r @ e r k son ($ u rea I I the t i rre ins 0 rre 0 f the gr 0 ups I t pr oduct ask the gr oup for opi ni ons acUrou:s:t seltvs of r am ovegar i ck Yes,@er k s o n e t hi nk t he goal of a #crrgr, ny goal at c rea t e fa nat i c a I fa n s t hat wi I I tAatfS\tlese ell c hot her: quest ion s aMlr shaCol i erThanktlcust se rter keepi ng up. WI: hout .e ffr ey her e I'm f a s fa s t a sic an a¢ti8Hur et @rMH kBer nharWt the (] ey Poupon7? 0 the Zappo's \IIi (Yffi, I we n t the rttc,ustoSe! I}Md r ink up a lID wi i n gFUn CiI. rre~u s t Se r v (] e e t ~ rs rra r t p h 0 n e h e Ips rre see rre s sage s q I and I can respond qui ckl y cN:GuseeseeGt. a tru s t Se r v (] e e t ~$ we do. : @1Re go r t b a cYIe s , i t lOIS ge t eve n bet t e r . t hitiCust sertvhi ng ever y Tuesday 6: 00 PT 9: 00 8" a ra s o n Pr ormt e~ust ser vgr eeHa.a8, good @ruest ser vgr etltusrt ser v aMlr shaCol I i erR" r st & be@! ar:l:kEI i asc#lcust ser v amhandyl @lust Ser v(] eetl1mi I st i I I has rn I es togo to i rrpr ov ret h ink.. (]) 0 gl e wa s bra v e and too s 0 0 n wi t h the v #cust se r v atiegOt bach WI corre!@bwl ingFUnCil.rres@lust Serv(]eet~rsrrart phone

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2012-05-09 2012-05-09 2012-05-09 2012-05-091:42

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hel ps rre see rressages qui ckl yand I can respond qui c #cust se r v aoilrisj schnidt@SHuretYou think that Zappo's thing is funny, but about #ictust serv ahrl\lllrkBernhar:ttOheers [sipl@SRliret@rl\/l3.rkBernhartttt the (]ey Poupon?? 0 the Zappo's Wne (YES, I wen tIIcdlsiteser,v I 01 ! #d r ink up am ovegarick @hrisj schni~definit el ydefl ect scali-cent er cost t irre is equat ed wit h )JKdoll ars, how rruch easier to #cust se r v a tm e gO t b a c h Th a n k s fo r s top r:t#m.g; tb JS e @t1 and y1 a man k EI i a son @e t t e r v i d:l fficm fa s t est gr 0 wi n 9 c - sui t e po sit ion is t Cust orrer offi cer. I act ual I y e xie ct rrnn,<flW $Eircy gr c a ne r k s o n O @"Edial abrlfl.. But consider which is worse, s a y n q 24 rreet ing it or s ay n q 48 hr and hi#dustq~elV'Eryt irre. aMlr shaCol i er@hr i sj s chrnts e #za.ppos *gl ug* @Bdtg't et #cust ser v atm egO t bach (] ug gl ug gl ug #Zal'post ser v arnn¥Nhiggins I\b- it adds tot he WC@krfOIS(JESdID"niI:lctS: n jo n e heard a if #s m has he I p e del i ni nat e so rre 0 f the nee d fo r 0 u t s #cust se1 v ahijsen @I ovegari~ing social rredia t he right way, cust orrer ot her cust orrer s' ql.llrol..tstaJe9'".v aKtrenlocker as facebook groups cont inue to grow in popul arit y, I be har d for br ands to list en hence nek:lJsfbrseawgage, a oil r i s j s c h ni d t @ I 0 vega r i t Ia gr e e , but I h a v en' t rea I I Y see nan y art #cust se r v aMlrshaCol1 ierF€sol ving or answering as soon as possil#lcastMser'i he a fi'.u s t Se r v (] e e t @I 0 wi i n gfu n ga rre 1St b iii t Y i s a big s h i ft . Th e too I s can when used t 0 be st#ca!ie<Ster v a mh and y1 @ I 0 vega r i CtlKe fu t u reo f soc i a I . .. i f ~ u can pic k u p a can pi ck up a tweet / bl og post comrettdusttSGlEEri &1 Phon a ¢tiS Huret @ h r i s j s c h nia::btou t #cDs t s e rdlr ink i n 9 ga rre ? aMlrshaCol ier~renlockerYet It hink #Facebook is where so rrnnydo j ob tAdust ser v a be r k son 0 @ I 0 vega r i 19r e e . Ins p i r i n 9 c us t san d fa n s t 0 he I pea go 0 d#cust se rgf) a I aoilrisj schnidt@SHuretTheydidn't know it was a drinking garre at them i#CLJst ser v a mh and y1 ~ r e n 1.0 c k e r Pa ge s wi lin c rea sin gl y be a p I ace fo r t h. hap pen . .. Fac e boo k has don e a bun c h r i gh tin pus h in! #cust se r v aMlrkOI an @i"ankEI iasojnust saw that rrove from Cl\,Qt 0 CCOwit h c lie nlit s: p: / / t . co / e ct/0tRU} '5 e r v affilancal aire IDce FfankEI iason: Those t hinkingla.liDs>tuselSlighclll want tor ead t hi s 4 i nt er est i ng ideas & power of change arnrT¥Nhiggins @lust Serv(]ee@?arsonprorrot@$1l1lisj s chrnldm Eimil <FS- the fi nal I ocat ion s'cust lsar v o n ? a me i t hprivet t@Al.rshaColl~tt I e~ve a good PI'v1BA,IA,,App I¥ch,lat a I¥ c h t hat wo r k w a I I bus i n e s s gr 0 ups ~ u buy & i rrp I e #cr n#cust se r v

2012-05-09

1:42

2012- 05- 09 1: 42 2012-05-091:42 2012-05-091:43 2012-05-091:43 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 2012-05-09 1:43 1:43 1:43 1:43 1: 43 1: 43 1: 43 1: 43 1: 44 1: 44 1: 44 1: 44 1: 44 1: 44 1: 44 1: 44 1: 44 1: 44 1: 44 1: 44 1: 45 1: 45

2012- 05- 09 1: 45

@et t ervi@.4loshaColl@*rshaColl iSHerrs 1#«lSSt serv s h 0 u I d bel ike b rea t h i n 9 - not sod i ffi cui t - wh Y i s affchn i k +1 RT@/I3.rshaCol I i ~sol vi ng or answer i ng as soon as ~ wi n s t he r#actlst ser v aMlrkOI an 0). I'm lost ... what quest i o r#CBseS'BEr ~n? atnsbandit 0 @4lr kO I a n can under st and, t he best rra r ket er s un r s e r vic e t hat i s i rrp 0 r tan t #CCB.IIS t:I S\ei I'C'E V e r s a aMlrshaCol ierQ5: he ITOSt of }Cur cust orrer service int eract ions #cust se r v a ne r k s o n O @Edial a br a t hink too rrnnybizshoot for I.flJ.N when "go woul d be an l rrpr o eerren ae r v atiegOt bach SMcan be the barom#Cl!!St mr-v£heck it everyday aMlrshaCol I ierRT ~egOt bachSlVlcan be the baroni!Ctusrt serr-v£heck it everyday a aev e n t hrrnn Sarre her@/l3.rkOI ana). 1m lost ... what quest ion are WE #cust se r v a rrn an d yt @er ksonG"ool s like Gt Sat i sfact ion ar e goi ng to cr rra s h - ups the y h a v e ani n t ere s tin 9 i d e#Ic lJS t se t V1 e FB arnt t I ewp @ei t hpr i vEWota~ gr eat new avi #c~tt Slat v affchnik 01 the ph 0 n e i s wh ere I wo r k ny @itgi s h a:Qo IRr i €i5:: he ITOSt of }Cur cust orrer service int e r aeasitosesr v i a abet t er vi d eo @i" an kEI i asolt'lve seen that rra r r i age wor k wei I Af\.Dba( har d to corrbi ne t hei r agend~GustffES<etrivvel y. am an kEI i ason @4l r k 0 I a n hey I ike t o#d usa cs Ei m; n ny vie w, Cu s t 0 rre r s cont roll ing brand via social will drive rrnnyt hat @4lr k 0 I a r}O u n e Etf(tust se r<J'S a rnll¥Nh i ggi n s aMlrkOI an @ s ban dis (I) t rue, but h a r d t 0 fi n d tho s e "b est rra r cr oVldlcust ser v a hrI\Ill r k B ern h a r Lm1 RT @.rT¥Nhi ggi n s :@4lr k 0 I a r}O u n e Etf(tust se r<J'S atrust Ser va e e t Oenn ng up wi t h Q5 I bel @laekoRm a~ I'm lost ... what que s t ion are vIiE usrb 'S e r v a nil and yl @ s ban d i ~ i a I ITOV esc u s t 0 rre r sat i s fa c t ion ITOret ~ e I s e. .. ito n I y rra WeBs t ese s aY at:Et t '>6burgGr~ust seriv' s i rrp o r t ant t hat we use SolVe t e chn i qu e: not how sorreone tell sus to correct I yuse it. aMlr kO I an @.rT¥Nhi ggi n s orrg YES!#cust ser v a ttl y n gvvi t h fi s h RT @/13. r s h a Co I I i W:: h e ITOs t 0 f }Cu r c u s t 0 rre r s e r vic e i nt er act ions vi ~cpsblSeF.(\B. ni x & ar e bei ng shi ft ed t ( ati egO t bach Cor r ect .@Rfst Ser va eet <Gam ng up wi t h Q5 I bel i eve. R @"Br kor I a~ I'm lost ... what quest i o#Custesmevon? a be r k son 0 @ are n I 0 c ~r e e . 0 ft e n gr 0 ups k now ITOr e (p r act i c a I pro d u c t s #dusrl s e r v a Ml r s h a Co lie r@bn I\.t Far I a n jc u s t s e roo e s n' t see m t 0 be i n t u i t i vet busi n esses ami arrest ay or "@teronicaludwig: Wen }CU' re providing a service, I is cust orrer. Co rrpl ai nt s =wa'/3 to i rrpr o#eusfisetv #duh' a rnrT¥Nh ggi n s i PO - 0 u r c u s t 0 rre r iss u esc 0 rre t h rue rra i I and soc i a I cal l@13.rshaCol I #eUlst ser v a¢ti8 Hur et @ h r i sis c h niedtte n fu n n i e r t hat the y nee d e d a c I u e , I *gl ug* *gl tuglst serac@"Br shacol I i er

aHbnl\.tFarl

and

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@.rT¥NhigginsYup, that's a good#tru:stisC@lrv:) andsa@itankEI iaso~eat art icl e, Ffank. (]eat to see how spr ead in 9 'P ur soci al good ness tid:uscl:nsEtr l\Jer co atjegOt bach GO: he rrost of 'Pur cust omer service int eract ions #cust se r v aMlrshaCol1 ier#cust serFir@bwl ingFUnCil.mesW are rrost I yon ebayso al rrost al I of our i nt er act ions use e rra i lour ebay I'v03T of the time. atrust Serv(]eetG!r Wat one tool (if an~ has rra d e a difference for ~ pas t ~ cttc'flst se r v afn a n k B iason @et t ervitHeoight peopl e in pi ace agendas shoul d n Somet i mes per spect i ve. That is a #<B.EBteserll\ip issue ahij<en @erkson(Ww is a surprise. Shoot for being above ave the time. An 'P n e can d 0 its 0 r1iE usft 15 e v time e . amhandyl @.rT¥Nhiggins Wat is the prtroiJlSd:ts'erv ahrl\lllrkBernhar<Gl5t he rrost of 'Pur cust omer service int eract ions #cust se r!v A IVbst vi a e rra i I , t hen vi a phon e. Vi ce ve part nero aMlr shaCol I i er@.rT¥Nhi ggi n s They don't come fr om Wa:usti 1S~1" v a tmwa r d l RT@ijsen: @erkson(Ww is a surprise. Shoot for being aver age, al I of the time. An'Pne can do it some of #cust se r v a Kt r e n 1.0 c k e r @ e r k son 0 e )6 c t I Y and a s gr 0 ups can be c los e d 0 r sec does not know the conver sat i on9lausiuseriug t her e a tj e gO t b a c h RT ®,u s t Se r v (] e e t <ax: : Wa ton e too I (i fan ~ has rra d e difference for 'Pu during t hMcpsttse}e\llr? a Ml r s h a Co I lie rRT ®,u s t Se r v (] e e t <ax: : Wa ton e too I (i fan ~ has rra de difference for 'Pu during t hMcpsttse}e\llr? afnedrrccl i rrnns@.r enlockerAt t he same time, rrost of the peopl e in gr 0 ups act a s a h e I p gr 0 u p ftxru sci: I 5 e rt vh i n gs aMlrshaCol1 ier@il (]onbehsg't it fun when 'Pu get to lit al k" to a #cust se r v arri ke nunes PO) I IOn' t l{Jow, 'Pu waul d have to ask upper rrgt. an cent er? FOr me it's: Face to Face and ny Soci al ~di a #cust se r v a lID wi i n gFUn CiI. me@Jus t Se r v (] e e t a~r e e d . Th e y can be rri sus e d e a s i I Y t 0 I bal ance is ne@lB"ct.haCol I #eUlst serv a Ml r s h a Co lie r@ e d rrc c I i rrn@.r e n 1.0 c k e r But rri sin fo r rra t ion can be s p e a s i I Y wi t h ins u c h gr 0 ups. B rttmls t stB::rvYa r e atre r ksonO @i1andyl Haven't seen the @jetap@t .i.sfaC#cUsrb serv a rnrT¥Nh ggi n s i @,i=I. r s h a Co I I itml i eve ito r not - n 0 p e . W t r i edt hat rra n age 0 n a I a r ge s c a I e - s rra l I tmJ.a;It ESe t sea s y a ID d 'fb ge r s RT ®,u s t Se r v (] e e t <ax: : Wa ton e too I (i fan ~ has rra d e difference for 'Pu during t hMcpsttse}e\llr? a t:E t t '>6 bur gG r rFV ®,u s t Se r v (] e e t <ax: : Wa ton e too I (i fan ~ has rra d e difference for 'Pu during t hMcpsttse}e\llr? ahrl\lllrkBernhar<a3t Wat one tool (if an~ has rra d e a difference for ~ past ~cttc'flst se rlv A; A fi r m handshake. a Kt r e n 1.0 c k e r @ e d rrc c I i rrn nlsa gr e e ina lot 0 f wa 'f3 gr 0 ups are rep I c forurrs especial I yfor cr ovd s o ur escustaseee r s

atrerksonO amewengl

we

v

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ier@.rT¥Nhiggins hnmnn .. even wit h groups for a s rra l l bus #cust se r v abet t ervideo @bnl\.tFarl an®/l3.rshaCol1 iFer arge tlc~t s e rsa l aries can be a bar r i e r t 0 qua lit y. Ef1 try I eve I pay = high service. am an kEI i ason @et t er vi ~~d> he way I j @irteicbarti€cause how Cust orrer cen t ric t he flMj)sitsser v a me we n gl and s a @ld!lr k son ta b sol ute I 1, t hat's wh a tit #c:ru51 em r1 Vi a I I a a¢ti8 Hur et @er kson ($aw that al I t he t i rre on page I rra n aged ar pages I vi~elbst ser v atre r ksonO @'isen I onl y say "good" because, sadly, t he bar is SE #cust se r:~ amhandyl @er k s o n Oh e r e is a chance t he app I saw was a cust 0 i nt egr at ion ... I for got '#ktase sle!iCYw it. a Ml r s h a Co lie rQ7: 10 ~ u a I wa 'f3 res po n d (fi r s t ) i nth e c han n e I wh e r cont act ed ~WI§t serv atjegOt bach WI corre t#£ust se@ewengl andsar:tt@.1 (]onberg @j arrest ay or a tj egO t b a c h RT @Ill r s h a Co I I i €ill:: 10 ~ u a I wa 'f3 res po n d (fi r s tin t~ wher e ~ur cust orrer cont c#cIusstlsJ!)ruV' a mhand y1 ~ r e n 1.0 c k e r (] 0 ups are s i rrp I Y fo r u rrs i nth e n e >4: i t e r #cust se r v a rrnr i sj schni dt I t hi nk I woul d enj oy usi ng tech an*lclES1J smrti..Etld wi t b e a lot 0 f fu n . a¢ti8Hur et @er ksonCfeopl e ar e especi al I y hel pful on FB and Twi #cust se r v arnn¥Nhiggins A6-@esk's hel p/support port al#cUstistll'avuabl e @Illr shaCol I (S@UlStSer v(] eet er a t:E t t \S bur gG r rJ!lr e e d F@>er k son (@ 'is e n Ion I y say" go 0 d" be c au s e , sad t he bar is set pr etcus)t Isew.'Ior a aev e n t hrrnn 01 Cfj I'mt hinkin' sci-fi .. can virt ual real it yfinall rre e t ~ u r c u s t 0 rre r s, t a I k t 0 #cDs tn S"e::raA - t i rre? am ovegarick @4lrshaColl ~i"1 (]onberlg#1 ove tal king to fans of the wo r k fottcu 5 t 5 e rgr v e s rre a fe eli n 9 0 f per son a I fu I fi I I IT a tn a r i q a h rra d A7: Ye s . If c u s t 0 rre r rea c h e d 0 u t t 0 ~ u 0 n c e r t a i n ~ ret urn i r#cluist else r v a hrI\Ill r k B ern h a r <GVt 10 ~ u a I wa 'f3 res p 0 n d (fi r s t ) i nth e c han n e I wh e r cont act ed ~WI§t se rlv A; AI ITDst al wa'f3 - sorre e xie pt i c amhandyl @4lr shaCol I iTffirat just s e e rrs like a best pr act ice r be happy i f ~u got a t ex in r eS~Dse steDva cal I ? aim 8t r @4lr shaCol I i(j'r cour se. W respond wher e t he cust ITO s t como r tab let a I #Cius~ SED'" 'lI S . a be t t e r v ide 0 @i" a n k EI i a s 0 Ye s , u n i fi e d vis ion and I e ad e r s hip are k sir, we a g#eliS t 5 e r v arnrT¥Nhi ggi ns even bet t er when ~u rreet t he#CtEs1eserov-face @4lr shaCol I ~i"1 (] on ber 9 a Ini I (] 0 n be r 9 Ye s, e s p e cia I I Y fr 0 m s m 0 r ~ Ih C6«" I i@ ri I (] 0 n be r 9 Is n 't i t fu n wh e n ~ u ge t to" t a I k" t #E ucst CSlS t \0 rre r , aMlr shaCol I i erA7: Seerrs like that's a no br ai ner, but I hat e wher INTIALr espon se in #socrred is t 0 E#rmJisltselTatm aMHshaCol1

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I\bt if it's an errer~a:'}thamroll i€i'1l:: 10 ~u al wa'f3 res po n d (fi r s t ) i nth e c han n e I wh ere ~ u r c u s t 0 rre r #cust se r v aMlrshaCol1 ier@il (]onbelrgeall 1, really, real I yl ove tal king to ny bookS#cust ser v aoodtbgers RT@/llrshaColl i€i'1l:: 10 ~u al wa'f3 respond (first) in t ~ wher e ~ur cust orrer cont c#cIusstlsJ!)ruV' am ovegarick @/llrshaColl iletrryt 0 respond to peopl e in the forrra pr efer. Tal k t 0 peopl e wher e they r e ttm..rB'blSiHliDl e, r afn a n k B iason Q1 no. I\bt al wa'f3 possibl e due to securit ,/privacy, cr eat e rrean s that car#cboostsSetS\A:airl I fur t her togo ahij<en @erkson(®eat newst udybyBruce Terrpkin t hat show I a r ge co rrp ani e s are c u s t 0 rtre D 5 t ESletr vic. afBet hSkl ar ~egOt bac@,ilrshaColl i~EHI shoul d al wa'f3 respond whe the cust orrer cont act ed. let the cust orrer choose t #cust se r v atrerksonO @.bhuretWydo ~u think that is?Closer ties tot he t he quest ion? (rrore I ikel yhel p frietluws:thiaT'l)t r an o aoilrisj schnidtA corrpanyshoul d respond tot he cust orrer where t hi Fe I low- u P wi t had i ff s t rat :j~ 5 11' SU121e'll e d . a nil and y1 @. rT¥Nh ggi n sit i h ink ~ u can rro v e up... ret urn an e- m cal I wi t h Face t 0 Face, but not batl&ust sell IV I at er c a Ml r s h a Co lie r(]) 0 d poi n t - I run top h @ieke Im.m ERfl\b t i fit's an e rre r ge n qflcust se r v a rra t 'is 0 be @ e r k son c&-la. p PY t 0 gi v e ~ u a run t h r u 0 f 0 u r (@et sat a p p ! He r e' s the ins t a I I at i 0 nh to tt (Xl tLJ r t FPc gi~ FEJYF #cust se r v aMlrkOI an A7: AI wa'f3 best to keep t he sarre pt of reference wit respond in sarre channel. But rrove to anot her if m #cust se r v a m 0 vega ric k @i1 and y1 @ijs e n r i n 9 r i n 9 r i n g.. ban a nap h 0 n e.. #s 0 cia #cust se r v aMlrshaCol1 ier@1 ovegaril6~ht, "R"sh where t he#6uB1 ~e'V a Ere v e nth rra n A7: IVbs t d e fi nit ely YES, u n I e sst hey r etque:tt 5 EDt vh e r wi atrust Ser v(] eetRfr@r 8t @/I3.rshaCol I iGYr - a cour se. W respond wher e . cust orrer is rrost co rrto r t abl e#tusltKSell'gvt 0 us. ahij<en A7: The cust orrer is choosi ng how t hey want ~u t 0 co wi t h the m Th at' spa r t 0 f the i r c u s 1#CCll.iS 12es:le levp e r i e n a oil r i s j s c h ni d t @la p p 0 s Se r v i c£i n c e ~ u are rre n t ion e d s 0 rnuc h , ~ u gu s h 0 u I d j 0 WKt u Sir 5 e raN e r y Tu e s day. a rnrT¥Nh ggi n s i @ e t t e r v i @e a I\.t Far I a n ®/13. r s h a Co I I iIemgr e e wi t h t hat it can happen an~er e in t#mJsct05Mp)Ia.'fJy am ovegar i ck Yay. I've r@trT¥Nhi ggi n s face t 0 facE@o@>i @ e>4: pi us #cust se!r v ahrl\lllrkBernhar@et hSkI as Bce pt ion: Wen the cust orrer errail sit weet Cal I rre. '@CegO t bac@,ilr shaCol I #emst ser v a hit d i ala b R3. t @e r k son oro u can bel i eve we wi I I be s tar tin 9 wi t h CJ fr 0 m the rtE u;~t 5 e r v anilandy1 @ijsen 6ter y corrpany is cust orrer cent ric, sorre co rrpat suck at e e cut ion. I&V wi t N!GuscIJ.r-seirrllg arrike nunes
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RT~ust Serv(]eetlerr@r8t @MI.rshaCol1 i(j'rcourse. W res po n d wh ere the c u s t 0 rre r i s rro s t como r tab I e #cust se r v a in e d rrc c I i rrn n s @. r e n 1.0 c k e r CI 0 sed gr 0 ups can I e ad t 0 i n b red ide a s I I' m see i n 9 rro ret urn i n t 0 col I abo r cN:t u $IE seer IlIITU nit i e a tDa. r 0 I I Y1e Q1 : i f the y rea n gr y c u s ton s m but pro v ide d e rra ii, I e rra i flcust se@lhr shaCol I i er ami I quiseng +1 RT@ijsen: A7: The cust orrer is choosing how t heywar comrun i cat e wi t h t hem That spar t of t hei r cust orri #cust se r v atrust Serv(]eet@r8t Geet ings from Int er#ElD~tFSetv a aev e n t hrrnn RT @hr i sj schrri@lappos Ser vi dS nce ~u ar e rrent i oned : rruch , ~u gu}S shoul d j#olilst serewer y Tuesdtropst ser v atnsbandit 0 @,ilrshaColl ire:yrvoice rra l l tell s peopl e "I don't chec as ~u' d I i ke" - e rra i I or llWirmI~tpSEB'Cl\Se! a tru s t Se r v (] e e t G! r If ~ u we ret 0 i n ve s tin 0 net e c h no logy now, wh at #cust se r v arnn¥Nhi ggi ns A7 I al wa'f3 respond 1st wher e t We~S"teSl.m;tlVout @,ilr shaCol I i er a rnn¥Nhi ggi n s RT @,il r s h a Co I I i €ill:: 10 ~ u a I wa}S res po n d (fi r s tin t~ wher e ~ur cust orrer cont c#cIusstlsJ!)ruV' am ovegar i ck @hr i sj schn@jtr shaCol I il'enn real I y goi ng to rra k e rror e e fto r t t 0 cN:tus~ roo Tu e s. eve n i n gs. G t ski n d a ha r sched ul e ahij<en @i1andyl That's I ike s a y n q everycust orrer has cust 0 .us t sorre have bad cust om::#rcus~rselCv. atiegOt bach WI corre t#£ust serFVr~aroll 'f1€ll: if t heyre angrycust sm but pr ovi d ed e rra i I, I wi I I ser#<d:usthseTcyn e rra i I @,ilr shaCol I i er A7: I fe art hat h e c han n e I s rro s tor ga n i zat ion s r e s a m d tbger s where e rrp+ o je e s are incent ed to do #custi!Se<DIWlyt hE anilandy1 @M< e n ftl;Jr e e but wh at i f ~ u can c rea tea wo w fa c tor co n t e x ... I t hi n k the r e co u I 'cost senret roo m aMlr shaCol i er@hr i sj schrriTdhey ar e t 00 cool t o#<ccBJs~ SEtrabat aMlr shaCol i e rRT ~u s t Se r v (] e e t <a3r. : If ~ u we ret 0 i n v est i non e tee now, wh a t wo u I d #cl.l s 1b5 @ r v lVeet ing lAG the onl yt ru@lso~e<pJl3.r~¥l I've rret a rnn¥Nhi ggi n s @.n¥Nhi ggi n s face t 0 facE@o@>i @ e>4: pi NKrust se!r v o t.RT n@ h e rrn n a gr 4. Pr 0 v e n St e pst 0 Ef1 ga ge Eirp I 0 ~ e san dI a sn crre d i asoj Cust orrer 6periffir1Jdep:llt .co/5kR<BtYserocust e o #C)Q Wul d love to have ~u@elO61e@iclt':m real I ygoing to ati egO t bach rra k e rror e of an eftor t ttc[]s13.1serandTues. even i ngs. @M<en That is al sdldustJES.er.1MI st i I I wi t hst an din g... aniland~ d 0 s 0 rre t h i n 9 tot a I I Y d i fte r e n t afn a n k B iason @et t e r vi dlee keyfor corrpanies is be what ~ur branc it wei I . Sorre br ands i t#C[J8Y settvraeubl e is rrnny. .. a¢ti8Huret @lappos Servi@hrisj schrriRdbps to #Zappos for having sen s e 0 f h u rro r! (B r i n gi n 9 the wi rlmUS~ >6e II"IItV e k (l arnrT¥Nhiggins @i1andy1 veryt ruehard to rrove an 0P_OlSSt sedvrecl aMlrshaCol1 ierWw fact or is great, but long term service and supp

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cust orrer in the @ctlr.agpalyln@tken #cust serv afnedrrccl imansHnm .. link?l@ijsen:@erksonm-.ewst udybyBruce Terrpki shows onl y7%of I arge co's are cusscuae rseren t ric. abet t ervideo A7. Gnerall yrespond via sarre channel, but sorret ir a d i ff c han n e I we' reb e t t e r _qJlS P f5(ect vfo r. :( atjegOt bach 7 ninut e war#OLng serv atnhemanagr Q1 - Gnerall y')€s, I respect the cust orrer' s sel ect E if it's ur gent or they r e @Il$E$1h?CbphtlollSt ser v aMlr shaCol I i erRT @i"ankH i a s o rie o c eveni#JQ:gst serlvam a recover i ng @orrcast car ms:ldi ct , cur rent SVP C@istotbatmfiai" aut hor@>tH ser vi ce arnn¥Nhiggins @?dtbgers t hat sucks. Shoul d be cu~au5bl::s"e9'"virst a hrI\Ill r k B ern h a r <a3t If ~ u we ret 0 i n ve s tin 0 net e c h n 0 logy now, wh at #cust s e rlv A Wrp drive. I\b, a bet t er social rredia ~ a hij< e n @i1 and y1 AI wa 'f3 I 0 0 k fo r 0 p p 0 r tun i tie s t 0 WJ.N JJ s t n the bas eli n e i s a I wa 'f3 bet t e#c III sl1l se rawer age. a amhandy1 @SHuretZappos has a consist ent brand voice ... it s #cust se r v a t:Et t '>6 bur gG r ~ u s t s e roo s t 0 rre r s e r vic e has be co rre a d i r t y ph r a s e , change t hat and make t he e xie r i ence posi t i ve? afn a n k B iason @et t ervideoysaybrand rress#ges~sserbAJt e xie r i e n ce i s not. Th i sis wh Y Cu s t 0 rre r s are 0 ft e n fr u s t rat ed a ¢tiS Huret @e r k son CD' ve fo un d i tun i que t 0 #s 0 cia I rre d i a. Pe 0 pi want to hel p. (0 cour se, peopl e need to eval uat e #cust se r v atre r kson 0 /l8: FOr SI\tB, I'd t hi n kit woul d have t 0 be aut omat i fi r ITS, lis ten i n 9 t etntusd I SlgY-v a tj egO t b a c h Q3: If ~ u we ret 0 i n ve s tin 0 net e c h n 0 logy now, wh at #cust s e rlv A Wrp drive. I\b, a bet t er social rredia ~ a Ml r k 0 I a n /l8 : So cia lis the t e c h t hat's e v 0 I v i n 9 fa s t est . B u it out ... 1 ook at recent lit hium& l-o o teeust selllVnou aMlrshaCol1 ierlf t onigl#Cust se rona t went a I it tie quick for ~u (~I be post ed in our ar chi ves t kDtrmrp-:({)xM: h~lOe8SJP7Bi 6 a rnn¥Nhi ggi n s ~ e gO t b a c ~a r 0 I I 'fl em 0 ~ u res po n don soc i a I say n 9 " see ~ur e rrscust ser@/l3.r shaCol I i er a tj e gO t b a c h RT ~u s t Se r v (] e e t <a3r. : If ~ u we ret 0 i n v est i non e t e ( now, wh a t wo u I d #cl.l s 1b 5 @ r v a fi'.u s t Se r v (] e e t 6e e I len t j @D etgp t b a c la s the gr e e t e r t his eve n i n 9 so rrucracust se r v a tn s ban d ito @ h e ma n a glUgh , wh e n a c u s t 0 rre r, loft e@ Wei lee! 3 - 4 tel ling corrpani es I don't want a phone cal I femai I #cust se r v ami quiseng /l8: Video chat. Wt h Sk}pe and on line conversat ion social I 1, cust orrers will ~setvne>4:. at:Et t '>6burgGrrTrut h ~andy1:@SHuretZappos has a consist ent bra voi ce ... its who ficus\, aeev am ovegarick @rMukBernhar1letl eport at ion pads, phot on t o r pe d o : phaser s woul d be c1tmJlsttsellv aMlrshaCol1 ier@.n¥Nhiggins Sorre brands do ... I have t he screen shot bo 0 k s f po s t s ~ egO @)aal.{cli I 'flireust se r v

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RT@/I3.rshaCol1 ilJrt:onigflau's~ se roha t went a I it tie qt ~u (~u t oo~ it will be post ed in our archives tor ht t p:llt .co/8SP7Bi6 arrike nunes /lS) Twit t er, Thanks for corring , Cl@)o~C c #cust se rona t atiegOt bach I\1tpl easure Fby. (lad to s@ap;tifilerOOeetlirre:11 ent job ~ e gO t b a c la s the gr e e t e r t his eve n i n 9 - t han #cust se r v a ne r k s o n O +1 RT@ust servgree6cerl:1 ent j@fbe9§lt ba cta s the gr e e t e r t his eve n i n 9 - t h ilct.Js:t s e r I'lU c h ! atiegOt bach RT@/I3.rshaCol1 ilJrt:onigflau's~ se roha t went a I it t e qt ~u (~u t oo~ it will be post ed in our archives tor ht t p:llt .co/8SP7Bi6 aMlrshaCol1 i e r- j RT@erkson0+1 Rl@ust servgreelOCerl:1 ent ob by ~ e gO t b a c la s the gr e e t e r t his eve n i n 9 - t han k sse #cust se r v a rrn an d yt @SHuret bar r i er s to wow ar e lower on soci al ... the i n d e x n q I et s brands reach oLMcu~t(5a(Ctvivel y. aMlrkOI an RT~ust Serv(]eetlirre:11 ent j@fbeg§lt ba cta s the gr e e t e r t his eve n i n 9 - t h ilct.Js:t s e r I'lU c h ! afn a n k B iason I am looking forward to video chat. It hink it woul hurrnni2ing for the Cus#<Il..I1ltrsf&rtveam l\ew 1 to 1 rei at i onshi p bui I der a in e d rrc c I i rrn n s @ h e rrn n a gCa I lin 9 i s per son a I , a s Ion gas ~ u don' t diff #SoIVe channel s at t he@4lrreh13.<C«l'"EI#eUlst serv atiegOt bach Thanks Sir.@;Rfrkson0+1 Rl@ust servgreelOCerl:1 ent job by @ e gO t b a c la s the gr e e t e r t his eve n i n 9 - t han k s #cust se r v a tn h e rrn n a gr @ s ban d i ~ s l e )6 c t I 'I wh Y I try a t a I I cos t s tor esp cu s t 0 rre r 's ch 0 sen co mmun i ca t itb:lOIsbl::S:en aYd. ahrl\lllrkBernhar@t ovegari.Mcd rredical t ri#tcGlllStlesesv aMlr shaCol I i erlast one! GB: How much of ~ur i nt er act i on (chat, ph any, is aut omAdus(J'Serv atrust Serv(]eetO:e>rol - @ill quise~: Video chat. Wt h Sk}pe and on Ii conver sat ions happeni ng soci al I y, cust orrer s wi I I e; #cust se r v ati egO t bach RT @/I3.rshaCol I i tarst one! GB: How much of ~ur i nt er ac ( c hat , ph 0 n e, e rra i I ), i fan y, #c~sct LSe<D ted? rm a be r k son 0 Th a n k @,i=I. r s h a Co I I @U1 s t s e r v gr e ~ e gO t b a c lio r )ClNf #cust ser(\B.n@4lrci 0 Sai t ter cat chi ng ny at tent ion) aMlr shaCol i errrnke it qui ck, t he t r anscr i pt ends #tustllmrtvop of atnwi eber nei t I\bne at al@/l3.RShaCol I i tarst one! GB: How much of ~ur i nt er act i on (chat, phone, e rra i I), i W~ s e s va ut om ani ay i ebs Sorret i rres I ur ki ng is a tkccst 1set~or b and I ear n am an kEI i ason @ egO t b acro ut st an@ul$!Q ser vgr etltusrt ser v a rnn¥Nhi ggi n s @/13. r s h a Co I I ~ re gO t b a c ~a r 0 I I 'flle do! the rea res 0 rre t h i n gs - due top r i v a c y t hat's #p WlStl: see 11t e r 0 ffl i n e a ¢tiS Huret Co rrp are d t 0 i n t era c t i v e #s 0 cia I rre d i a p I at fo r rns lim pi ace, but feel s obsol et e -- I i#cmJs:t sert\Bryphone. aMlrshaCol ierA9: I despise script s, especial I ywhen t he rep *soun arnn¥Nhiggins

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2012-05-09 2012-05-09

1:59 1: 59

rea din 9 fr 0 m#c t1sst s e r v a otH i sis c h ni d t F€ a I I Y go tja::lJ s t s e nlWi t @m r s hac 0 I I e K@r e go r t b a GlII11 d #get rea I cha @>cMtritlt gn ut aMH kO I an Hey Mt ch, we knew ~u wer e back@jta¥eebST Sorret i rres I ur ki ng is a tkccst 1set~or b and I ear n a rrn a n d vl @4lrshaColl @#Sen I sayal wa'f3 st rive for wow ... shoot rro 0 neve r y chan ce ~tilcgst se r v ahrl\lllr kBer nhar<a3t f-bw much of ~ur i nt er act i on (chat, phone, e rra i I aut o rra t GldOst se r!v A: Eimi I aut 0- r epl yon vacat ion. it. a hi 0 vega ric k Ius edt 0 fe e d a pip e tony twit t e r, not a n yro r e. b u ffe rever y now a n C#cll SlE Be ri \S a b iii t Y tor e s po n d a be r k son 0 @ a n k eli a slo EI a w t his a t He r t z r e n t a I . Vi d e 0 s tat ic PPI wer e confused and st i I I wai t E#(tustl slecrlVg lines a fi'.u s t Se r v (] e e t Ta a n k s @4B. r s h a Co I lie [J r, gr a c i 0 us h 0 st. I' I I be b a c k c appoi nt ed st at i on#oestt sterNe. a man k H i a son In the pas t 2 0 ~ a r s we h a v e aut 0 rra t ~ us tl ES EtTock 0 u ~ t wh i c h d ire c t ion did Cu s t 0 rre r Sa. tis fa c t ion go? a Ere v e nth rra n /l8: Cu s t 0 rre r In tel lin ge n c e I I A9: I\b aut 0 rra t ion fo r cust oni a#Cust ser v afnedrrccl i rmns@j"ankH i asoSqpe can be a gr eat 001 for let t i ng CL You - not so much the o1#d:lIsst werv) aHbnl\.tFar I and @4lrshaCol I iiEhbusi nesses ar e not in t MeususieTatSS 0 wh at bus i n e s s fu t u red 0 the y h a v e ? aBirronerrccal1 ur@i"ankH iason do ~u think cust orrers are readyt 0 fr om a corrpany ent er t hei r ho rreseuat ~ietaiib fprrefer webchat ? aMlrkOI an A9: whywoul d ~u want to aut o rra t e sorret hing as per #Cust Se f?v a¢ti8Huret ~t t \SburgGr@j1andyl !\ever suggest ed t heydidn' th consist ent brand voice; we were discussing the dri #cust se r v a hi 0 vega ric k @i1 and y1 @4l r s h a Co I I Wen. Bet t e r ~ t , s h 0 0 t fo r t I and ei t her way, ~u' I I st i#duSti sertvile rroon aMlrshaCol1 ier@ hermnagrWsh I was o r qa n i zed eoungh t#ousttostnilVl.t a tj egO t bach Secr e#Cust se r5a uce F@ he rm n agrA9: M( SEeRS": I ni x aut 0 and per sonal . Terrpl at e responses to gener al #cust se r v atOar 01 I yi e RT @/llrshaCol I i tarst one! GB: f-bw much of ~ur i nt er ac ( c hat , ph 0 n e, e rra i I ), i fan y, #c~sct LB:eCJ" ted? rm arri ke nunes A9) I\bne, but wi sh I coul d I ear n to del egat e sorre ( i t#.cust s e roo k ay rrajo e 36% of it) a rrn a n d vl @SHuret~t t \SburgGrrlp,tst in t r a rssuat se n v #d r ink i n gga rre aKtrenlocker none at all, cust orrers knowwhen t he responses tI aut 0 rra ted and I sus p e c t the y fe e I rro rev a I u e d wi pi #cust se r v atjegOt bach RT ~ust Serv(] eet lh-a:nks @/ImrshaCol1 l eur gracious host. 1'1 I be back at ny appoi nt ed#crustltsecrIV nex t i ahrl\lllr kBer nhar@t ovegar i ck l schedul e tweet s but not aut o rra t e t

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hand-picked or hand-t }ped -- and usual I yadd to ha #cust se r v 2012-05-091:59 aMlrshaCol ierSee ~u all n e x Tuesday~ftmrv 2012-05-09 1: 59 a EJI»ga I @i"ankH i asolrfl aut orrat ion hel ps, not hi nder s then # fi ne. Wen aut orrat ion doesn't pr ovi*l<B.IsinSlelll.is j t 's 2012-05-091:59 ahrl\lllrkBernharRm@/llrshaColl i8Efe ~u all n ex Tuesdayftpllsllrserv

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