Listen ----> Take Action. Make the customer feel heard and respected. Money spent on customer service multiplies in profits. #custserv

Q9 | #custserv Does self-service save time for the customer? How?

In the case of a new car. A human giving a walkthrough to all the bells and whistles is far better than being handed an owners manual. #custserv

Q8 | #custserv What is one reason why one of your customers might need assisted service (vs. self-service)?

People are more comfortable now that the AI is better trained to the needs of the customer. In the early days, online self-service was like talking to a wall. #custserv

Q7 | #custserv Opinion: Are people more likely to use self-service now than the were 3 yrs ago?

Solid empathetic customer service extends to any service or product. Attention to customers almost guarantees financial success. #custserv

A6 | #Custserv In my opinion, it has to be about metrics. Did it reduce inbound calls? By what %? What materials were accessed? How many times?

Q6 | #custserv If you have successful self-service, what makes it successful? How do you measure success?

Q5 | #custserv Opinion: Should providing self-service be part of every customer service strategy?

Q4 | #custserv Does self-service make customers feel like you’re avoiding them?

Q3 | #custserv  What are some simple, repetitive things your customers do online that could be self-service, but currently aren’t?

Q2 | #custserv Do you provide FAQ, downloadable documents or other tools for customer self-service? Are they used?

Q1 | #custserv First things first: How do you define “great service”?

🚨TONIGHT! The customer service X tweet chat is at 6pm PT/9pm ET. Join us and share your opinions in a lively Q&A in the #custserv chat. 👉 Topic: “How do we deliver great service in a self-service world?” I'll be there with @GregOrtbach

Watching @Google #ReThink and listing to Patrick from Level on the panel talking about causation in discussions with CEOs amd CFOs and the elimination of talking about vanity metrics such as impressions and CPC. Love this!!! We have NEVER used funnels, impressions, or CPC as discussion points or validation on client meetings!!!!

After an amazing few days at @NAMAD_AUTO in #Miami off to take care of #clients in the #CVG area!!!!

.@GoogleAds WORST CALL EVER WITH ONE OF YOUR STAFF MEMBERS (for what should have been a simple item - tag issues). Your team continues to lack in understanding of the automotive industry (one of your largest client segments in Billions of dollars). #FAIL

Why do @GoogleAds reps follow a script, not listen and go over the same talking point every time with irrelevant questions, even when the same rep is on your accounts for a while? They NEVER listen and pitch 'why' instead of being relevant... #FAIL

James Druzbik of @Group1Auto talking #AI with @BanksReport at #Autovate2025 about UX with AI responses. “I want 10 out of 10, not 8 out of 10” for proper prospect engagements in selecting AI solution.