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Join Dovetail for Happy Hour

Drinks and appetizers are on us! Dovetail's Gary Sherman is hosting a get-together for Dovetail and Clarify friends in the Boston area. Join him at 5:30pm on December 16 at John Harvard's Brewpub in Framingham , MA. We will be welcoming customers, partners and friends for a informal evening, talking Dovetail and Clarify, technology, and meeting like-minded people, all while sharing a few pints. RSVP here Check out Gary's blog for more information on Dovetail and future events.
Permalink: Wednesday, December 09, 2009 4:22 PM
Posted by Dovetail Software | 0 Comments
Filed under Amdocs Clarify, Dovetail, Customer Service and Support, customer service, Amdocs/Clarify, blog, Dovetail CRM, Dovetail blogs, Amdocs Clarify CRM, dovetail agent, customer service software
Plenty of Customer Outrage Online, But Where's the Love?

There are plenty of online venues for customers to complain. There are sites like Complaints.com, Ripoff Report and TheSqueakyWheel that let consumers vent, rank and boycott all sorts of companies. Then there are company specific sites like AllStateInsuranceSucks, TimeWarnerSuxs and Sprint Really Sucks. But why are their so few sites devoted to customer kudos?

Sure, there's Yelp and foursquare for consumers to post recommendations and reviews. But neither of these sites are expressly dedicated to raves about customer service. If there's a I Hate Dell, why isn't there a I Love Dell? To be fair, there are individual blog posts and forum threads that do extol the virtues of companies like Dell....
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Permalink: Thursday, September 24, 2009 11:29 AM
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Filed under customer service, customer service & support, complaint sites
Dovetail Links 2009-08-17

Consumers Still Focused on Customer Experience, Not Cost, in Recession....CRM Executives Speak Out....Customer Service Expectations Soar in Recession....Why Customer Service Is So Bad....How to S.A.V.E. Customer Service....
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Permalink: Monday, August 17, 2009 4:27 PM
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Filed under customer service, customer service & support, economy, recession, strategy
Dovetail Links 2009-07-14

The Seven Deadly Sins of Customer Service....YouTube Video By Upset Customer: "United Breaks Guitars"....YouTube Heroes Dave Carroll and Bing Futch Win Airline Compensation....Another YouTube Vid By Upset Customer: "United Breaks Guitars - Northwest Breaks Dulcimers"....And Another Song About an Airline Breaking Guitars: "Thank You, Republic Airlines" Customer Satisfaction Down For 3rd Year...
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Permalink: Tuesday, July 14, 2009 4:11 PM
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Filed under customer service, broken guitar, United Airlines
The Four Season's Isadore Sharp and The Golden Rule of Customer Service

When Isadore "Issy" Sharp, the CEO of Four Seasons Hotels and Resorts, set out nearly fifty years ago to create the world's best luxury hotel chain he asked himself, "How do you become the best? I figured it wouldn't mean through the architecture and décor, but through the quality of our service. I thought if we could make service so special and meet customer needs, that would differentiate us." He was running a motor lodge in Toronto back then, but now with over 80 hotels across the globe, he is sticking to his original commitment to customer service -- even if it hurts.
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Permalink: Monday, July 06, 2009 3:54 PM
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Filed under customer service, customer loyalty, recession, Four Seasons Hotels, Isadore Sharp
Is A Smile And A Greeting All That It Takes?

While some stores are cutting staff due to this ever-shrinking economy, there are others that seem to have the right idea to weather the recession. Rather than slamming the brakes, they are hitting the accelerator and making customer service a top priority. Although many stores may be cutting prices and offering incentives to get consumers in the stores, the one aspect that sets a store apart these days is how they treat their customers. How a customer is treated ranks high on the list of how they rate their experience and likelihood to repurchase at a retailer.
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Permalink: Tuesday, June 02, 2009 2:01 PM
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Filed under customer service, customer service & support, economy, recession, retail trends
Self Service or Full Service: Is it Customer’s Choice?

In case there’s anyone out there that’s been living under a rock, here’s a news bulletin – we’re in a recession. That’s right, poor economy, tough times, companies hoping they’ll survive the turmoil while maintaining financial stability and keeping their customers intact. And here’s another newsworthy note – listening to customers and giving them what they want may just help companies weather the economic storm.

According to Natalie Petouhoff, senior analyst at Forrester, "The one thing that happens in a downturn is that..."
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Permalink: Tuesday, April 14, 2009 1:07 PM
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Filed under customer service, customer service & support, customer self service, recession
Auto Dealers: Customer Service Helps Them Hang On

With dismal new sales in the automotive industry, the main aspect driving profitability for auto dealers and manufacturers is customer service. JD Power & Associates, the marketing information firm that ranks automakers based on customer satisfaction, reports a steep correlation between the level of customer service offered by a dealership and their customer retention rate. Their 2009 Customer Service Index Study, ranks luxury automakers Lexus, Jaguar, BMW, Cadillac, and Acura among the top and reports that the best performing brands are retaining more than 80 percent of their customer maintenance and repair dollars in comparison to the less than 60 percent retained by those ranking lower in customer satisfaction. According to Jon Osborn, the research director at JD Power...
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Permalink: Thursday, April 02, 2009 5:37 AM
Posted by Dovetail Software | 1 Comments
Filed under customer service, customer service & support, customers, recession, auto dealers
Social Media: Tapping Into Customer Thoughts

Every indication points to the duration of 2009 being a rough year for retailers and corporations. One thread continually popping up in discussions of how companies should deal with the downturn in the economy relates to focus on customer service. BusinessWeek summed it up in Customer Service in a Shrinking Economy:

"Just as companies are dealing with plummeting sales and sinking employee morale, skittish customers want more attention, better quality, and greater value for their money. Those same customers are also acutely aware that their patronage is of growing importance to companies as others decrease their spending."

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Permalink: Monday, March 16, 2009 12:10 AM
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Filed under customer service, customer service & support, social media, customers, recession
Dovetail Links 2009-03-10

Report: Lack of Customer Insight Hurts High-Tech Firms....New Study Finds Communications Providers Giving Away Services....Growth Through Self-Service....Customer service: How to get someone on the phone....Twitter: A Real Time Pulse Of Customer Satisfaction...
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Permalink: Tuesday, March 10, 2009 5:36 PM
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Filed under customer service, customer service & support, customer self service, twitter, revenue

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