Feature Communication Articles

Communication Topics

Relatiionship Killer Crossword Puzzle

Challenge yourself and learn about destructive communication with this unique free puzzle.

Featured - Relationship Rescue!

Special Help: Learn To Communicate With Even The Most Upset People and Customers


Don't let difficult, angry customers control you. Learn to take control, stay cool, and remain professional in the toughest situations
.

Reviewer Praise From Amazon Readers

Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)
Five Stars on Amazon

One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)
A five star review

Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.  (Lisa S. NJ)
Another satisfied reader

Available In Print From The Following

buy it at amazonBuy it in Canada from amazonBuy it in the U.K/Europe

Available As Instant Download At

Buy it in Kindle Format (lowest cost)

Download in PDF Format For Exact Printed Replica

The World of Twitter



How is Twitter particularly prone to viewers distortion syndrome (ie. appearance of many more "readers" than actually exists)?

Of the major social networking or media sites, Twitter has experienced the fastest growth, particularly in 2009. Celebrities have promoted it causing a lot of people to sign up. That success contributes to the illusion that a lot more people are seeing one's tweets, and that there is far more potential for growth in the future. In fact the numbers suggest that this isn't the case, although one can interpret them in different ways.

What the numbers suggest is that there is a huge turnover (or churn) with respect to active and participating members on Twitter. That is, a lot of people join, presumably to see what the buzz is about, but never do anything with it, either sending or receiving messages. However, they end up still "counted" as Twitter members, and they are still "counted" in your count of people who are "following" you, even if they have never read a single tweet you have sent.

Estimates are that less than 10% of total Twitter members are responsible for the huge majority of Twitter activity. It's not unreasonable to assume that the large majority of Twitter people that show up in follower lists are, in fact, inactive.

Our own research through the end of 2009 confirms this. We regularly look at the attrition rates among our followers -- that is, how many people have ceases sending ANY tweets. Typically we will find that among the people we follow, or who follow us, at least 10% a month "go dark", or cease active participation. It's actually probably higher than that.

For example, in Dec. 2009, we identified about 400 people who we follow who simply stopped during one three week period. That's close to the 10% mark per month, but:

We would never know they are gone unless we actually check to see if they are still tweeting.

As an aside, and what's more alarming is that the people who leave are not necessarily the hit and run folks out for a quick drive-thru. Many are people who have hundreds if not thousands of posts and who have left.

The Upshot:

The upshot is that the raw numbers most people talk about do not reflect one's ability to communicate with large numbers of people, and neither do they reflect future potential. You would think that with tens of millions of members the potential is good, but it's not, after you factor in churn, and other factors we haven't yet mentioned that contribute to the viewers distortion syndrome. More coming on those other factors that limit mass communication on Twitter.

 

 

About Company

Bacal & Associates was founded in 1992. Since then Robert has trained thousands of employees to deal with angry, hostile, abusive and potentially violent customers. He has authored over 20 books on various subjects, many published by McGraw-Hill.

About

Robert Bacal

About The Company
About Our Seminars
About Our Websites
Privacy Policy

Our Related Websites

Building Bridges Between Home And School For Educators
Just for teachers, administrators and school staff

Angry Customer Guides and Defusing Techniques
Hundreds of tips and techniques for dealing with nasty people.

Customer Service In Government

A site dedicated to those in the public sector who deal with difficult, angry, frustrated taxpayers.

Bacal & Associates Store
Free and paid guides, books, and documents on business, management and more.

We Believe

  • Training sessions should ALWAYS be customized to fit YOUR context.
  • Our role is to make you self-sufficient and self-sustaining.
  • Fees should be reasonable, fair, and flexible to fit different budgets.
  • The only way to further success is to challenge the existing "wisdom" through critical thinking and basing our services and books on a complex reality.

Get in Touch

  • Phone:
    (613) 764-0241
  • Email: ceo@work911.com
  • Address:

  • Bacal & Associates
  • 722 St. Isidore Rd.
  • Casselman
  • Ontario
  • Canada, K0A 1M0





<-- amazoninternationalcode --> <-- end -->