Getting Our Stories Straight: How to Deliver Consistent Communication in an Omnichannel World

Inconsistencies aren’t just bad for customers; they’re bad for customer service teams too. Inconsistent answers motivate customers to fish for the answers they want instead of the answer they received and harm managers’ efforts to get the best performance from agents. Learn the causes of inconsistent communications with customers and how to make our omnichannel communications clear and consistent.


Yes, Writing to Customers in Social Media Does Require Special Skills

Customer service agents who respond on Twitter and Facebook, etc. must have social-media-specific writing skills. While you may have staffed your social channels with experienced agents who know how to write great emails or live chats, writing to customers in social channels is challenging and different. Read on to learn about the three social-specific writing skills agents need if they’re going to deliver excellent customer care.


How to Write Automated Texts That Sound Human, Not Robotic

If your customers have opted-in to receive texts from your company, they probably understand that some texts from your company were sent by an automated system. However, your automated texts to customers shouldn’t sound mechanical. Here are 10 tips to help you write automated texts that sound human and build rapport with your customers.


Guess Who’s One of ICMI’s Top 50 Thought Leaders of 2015

Yes! Check out number 39. I made the list! I’m proud to be in the company of these leading lights in the field of customer service. These folks have lots to say, so you might want to head over to Twitter and follow them. That’s the first thing I did!


What We Can Learn About Customer Service Writing from the Hair in the Starbucks Oatmeal

While on a work trip to Las Vegas, I found a long, straight hair in my Starbucks oatmeal. I wasn’t happy. With stomach rolling, I put down my spoon and and reached for my phone to tweet Starbucks. After a brief Twitter exchange, Starbucks and I shared an extended email exchange. Read Starbucks’ emails and my comments on why some of their customer service writing choices don’t work.