9 articles by Bob Thompson
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What Really Drives Customer Loyalty? It's Not Just About the Experience!
May 26, 2012 -
Starbucks is customer-centric because it listened... to ME
April 17, 2012 -
Barbeque buying experience: How Weber and Home Depot won my business
March 5, 2012 -
Top 3 reasons why CRM fails to earn my loyalty (and Social CRM won't, either)
Dec. 12, 2011 -
2011: The year when 80% of Social CRM projects will #fail ...
Jan. 5, 2011 -
Free advice to vendors from my real "Customer 2.0" buying experience
Sept. 25, 2010 -
Google Trends Smackdown: Enterprise 2.0 vs. Social CRM
Nov. 8, 2009 -
Social CRM technology is alive, well and ready for work!
Oct. 8, 2009 -
Speech Analytics: Mining Business Insight from Customer Voices
Aug. 27, 2009