July 25, 2012
Like Abbott and Costello and their "Who's on First?" routine, the new double act seems to be customer relationship management (CRM) and customer experience. Indeed, they are strange bedfellows.
July 03, 2012
The ‘front face’ and ‘voice’ of all organizations is expanding beyond customers service to different parts of the enterprise; marketing, product, sales and the executives.
May 11, 2012
Customer Service using Social Media Channels is a nascent discipline, which is good, because fewer customers than most people think are actually using it – but its time will come. Just look at the usage from the customers perspective, barely 17%. American Express and ECHO just published some findings that paint an interesting picture.
May 09, 2012
From products and pricing to service and social, there is no shortage of talk on what companies need to do to achieve service excellence. It is easy to say what to do, to be an advice giver. That said, telling someone how to do something is not nearly as easy.
April 24, 2012
Customer Engagement is the extent to which an organization commits, both emotionally and intellectually, to communicating and interacting with their customers, relative to accomplishing shared goals driven by customer need