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customer service

September 25, 2015
Traditional marketing is on its way out. Over the years, we have been marketed and sold to death and we’ve actually learned to avoid ads. The more empowered consumer walks, reads, listens and looks right past them – they just aren’t listening. Consumers now have total freedom choose how they...
September 16, 2015
Jordan Pierson is the Chief Marketing Officer at Wink Frozen Desserts, talks with Dan Gingiss and Dan Moriarty about the company's dedication to its niche customers in this week's episode of the Focus on Customer Service Podcast.
September 09, 2015
The folks at Square Cow Moovers clearly have a sense of humor (note the two o’s in their name), but they know that providing outstanding customer service is no laughing matter. A residential and commercial moving company based in Austin, Texas, Square Cow Moovers boasts a coveted 5-star rating on Yelp, and asks its customers to rate every move on a scale of 1 (“cow patty”) to 5 (“cow bell”).
September 08, 2015
Social has brought us marketers a lot of good: it has greatly increased reach and provided a megaphone where there was only a tin can with a string attached to it--you hoped someone was on the other end. But with social has come challenges, including accommodating the always-on mentality of the digital space.
September 08, 2015
Chad Mitchell is Senior Director of Digital Communications at Walmart. Chad spent his early career in politics in the Washington D.C. area. He transferred his communication and strategic thinking skills to serve the largest company in the world. With over 11,000 stores located in 28 countries across the globe there are plenty of stories to tell on their blog, which is newly titled Walmart Today.
September 02, 2015
We are pleased to announce the availability of the 2015 Social Customer Service Index Report. You can download it for free (registration required) by using this link . This marks the fifth year of the report, with 942 respondents participating in the survey. In addition to this year’s survey results, as in the past we’ve included case studies to add color/insight to the numbers. This year we’re excited to have executives from Intercontinental Hotels Group, Starwood Hotels and Resorts and UPS share their experiences integrating social tools and strategies into their customer service processes.
August 27, 2015
To celebrate our 10 th episode of the Focus on Customer Service podcast – a milestone we weren’t sure we’d ever reach – we thought we’d take a walk down memory lane and look at what we’ve learned so far. So Dan Moriarty and I recorded a special “recap” episode with just the two of us to summarize what you may have missed in episodes 1-9.
August 27, 2015
Customers can be jerks, especially on social media. Here are a few real-life examples and suggestions for responding to similar scenarios.
August 27, 2015
Studies show that if someone has a problem with your business, they’re very likely to take it to Facebook or Twitter. Not only do people tend to “flame” and “troll” on your favorite social media sites, but according to research from VB Insight, consumers complain on social media about local or corporate companies about 879 million times a year. Ten percent of these people make a complaint every day.
August 06, 2015
Unless you’ve been living under a rock lately, chances are that someone in your social media feeds has been talking about Ultimate Fighting Championship – better known as UFC. With more than 17 million Facebook fans and 2.6 million followers on both Twitter and Instagram , the mixed martial arts event company has become a global social media powerhouse