A Tale of Two TikToks: How Ocean Spray and Sherwin-Williams Reacted to Going Viral

During the holiday season, it’s hard not to think about “A Christmas Carol,” Charles Dickens’ famous story about the curmudgeonly Ebenezer Scrooge, but high school honors English students are probably also familiar with his novel “A Tale of Two Cities.” In the social media sphere, the platform TikTok took 2020 by storm and saw users […]

Newsweek’s Top Ranked Customer Service Companies in 2020

In 2019, Newsweek began its annual collaboration with Statista, an online data and statistics company, to collect information and produce its annual list of top-rated businesses for customer service. Each year, the survey is given to more than 20,000 customers in the United States and provides insight into customer satisfaction levels at brick and mortar […]

How to Improve Your Customer Service Skills

“If you build it, they will come,” that famous line spoken by Kevin Costner in Field of Dreams may have brought about success for his character, but it doesn’t always work out so well for businesses across the board. You can have the best product or store in the world, but if you haven’t filled your company […]

VIDEO: Do You Treat All Your Customers the Same?

Welcome to another episode of WebPunch’s School of Online Reputation Management. It’s early summer, things are hot. I’m your host, Matt Jones, here to drop some knowledge. I’m here to discuss a little bit of a topic that most business owners are pretty sensitive to, and that’s customers. How many of you have said, “Oh, […]

Sexual Lubricants and Amazon’s Customer Experience

Picture this: Jeff Bezos, founder and CEO of Amazon.com “glides” into a vigorous pace around the circumference of an executive boardroom table on the top floor of the Seattle-based Amazon Headquarters. It’s a little gloomy outside but on the top floor it doesn’t matter because the view, displayed in clear glass completely encompassing the room, […]

What do Netflix, FedEx, and Chick-fil-a have in common? Customer Experience

Customer experience has one meaning: It’s the interaction between a brand and a customer. And for the most part, businesses large and small want a similar outcome from their customer service experience. They want to put a smile on their customers’ faces, send them home happy, make sure they come back again, and get them […]

Cashier-less Amazon Go Store Hits Customer Experience Mark

QUICK FACTS: Amazon Go Open Date: January 22, 2018 Size: 1,800 square feet Location: 2131 7th Avenue Seattle, Washington Hours: 7AM-9PM, Monday-Friday Technology Used: Computer vision, deep learning algorithms, sensor fusion Beta Version Open Date: December 5th, 2016 (It was built in Amazon’s Day 1 building, or Amazon Tower II, and only open to employees.) […]

The Customer is Not Always Right (VIDEO)

  “The customer is always right.” These words were said famously by Harry Gordon. Is the customer always right? I don’t think so. I’m Matt Jones, your professor of WebPunch’s School of Online Reputation and today, we’re going to be talking about your employees and how to make them happier. And why, sometimes, that customer […]

Nordstrom: Reaching New Levels of Customer Experience

Nordstrom is getting weird! In a good way, that is. The upscale clothing store is experimenting with ways to cater to the growing trend of people buying their stuff online, while still providing the superior customer experience that they’re known for. One recent test was with the launch of a Nordstrom Local store, the first […]