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Social media Articles

influencer social media

CX Storytime Tale of The Man Who Should Not Move

What if a business supported one customer over you all based on how you looked? Stay tuned for a story of not so veiled racism, a teachable moment (question mark) and the rise of an online community. This is the Customer Experience Storytime tale of…. The Man Who Should Not Move And so it begins… The Story…

Russel Lolacher
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social media customer service experience

CX Storytime Tale of The Anti-Social Socialite

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite The Story ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books to read,…

Russel Lolacher
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Twitter customer service channel

Twitter is Dead, Long Live Twitter (Ask your Customers)

Twitter is dead. No one is on Twitter. Sound familiar? I’ve heard a lot about how Twitter is dying as a social media platform lately. Apparently no one is on it and we are wasting our time. The truth is, Twitter isn’t dead, it’s just changing. I remember in 2009, when I joined Twitter, it was a…

Russel Lolacher
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social customer care

You Can Absolutely Ignore Social Customer Care

Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. His experience at the conference inspired him to write this article for 4hoteliers: Social Customer Care Cannot Be Ignored  I have to disagree with Shep. I’m not trying to…

Russel Lolacher
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Trump Muslim travel ban

How Airlines Handle Trump’s Surprise Travel Ban

Recently, U.S. President Donald Trump issued a travel ban to the United States for citizens of seven mostly Muslim countries – Iran, Iraq Libya, Somalia, Sudan, Syria and Yemen, for 90 days. This ban also seems to include legal U.S. residents like green card holders and dual-citizens, from re-entering the country. But to be honest, it’s all a…

Russel Lolacher
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lululemon social media

Lululemon: 3 Customer Service Lessons Learned

Even big companies like Lululemon can deliver a less than ideal customer service experience. All I wanted to do was buy my mom a present. That’s all. And to make it easy, I even knew what she wanted: a Yoga Bolster (had no idea what that was, so yes, I Googled). Now, me being me, I waited…

Russel Lolacher
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On Instagram

  • Theres power in knowing your brand and customers well Once
    3 months ago by theupsell There’s power in knowing your brand and customers well. Once you know that, you know how to communicate with them, even if it’s got some edge. . . .  #customerexperience   #branding   #brand   #cx   #signage   #signs   #customer   #salon   #beautysalon   #communication   #customercommunication   #community   #customers   #messaging   #selfawareness 

ICYMI

  • Susan Scott

    Five Upsell Lessons Learned Having Fierce Conversations

    October 4, 2015
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  • Twitter customer service channel

    Twitter is Dead, Long Live Twitter (Ask your Customers)

    April 10, 2017
    No Comment
  • Purple Goldfish Project

    5 and a Half Reasons to Read What’s Your Purple Goldfish?

    April 25, 2014
    1 Comment

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