Terms related to social media are quickly evolving, and must be used and interpreted in context. For example, I’m often asked for advice on shaping a “social strategy.” It’s an important question — but without further definition, can be overly...
The most significant developments to date have been on the organization’s end. Examples in contact centers: The invention of 800 number (toll free) service and ACD routing systems in the late 1960s and early 1970s; the introduction of workforce management capabilities...
What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. 2. Engage. Interact with them, appropriately,...
We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s...
Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now use search engines and sites such as the http://www.consumerist.com/ to review the comments of other customers...
A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession – and it appears to be working.” The authors rightly point out that the American Customer Satisfaction Index is at a record...
