Customer Service

Customer Service Response Starts Before Social Media

Posted by on May 20, 2012 at 3:39 pm

I continue to hear so many people talking about how Social Media is such a great tool for monitoring customer complaints and for responding to them. One of the most prominent in this space is Frank Eliason who led the @comcastcares efforts at Comcast and who just published a book on this topic, “@ Your [...]

White Paper: “On Customer Experience: Benefits. Best Practices. Truth.” Guest Post by Mike Wittenstein

Posted by on April 30, 2012 at 7:18 pm

“On Customer Experience: Benefits. Best Practices. Truth.”   On Customer Experience makes the case for adopting customer experience design as an enterprise level strategy. The white paper introduces the benefits of customer experience as a way to improve loyalty and improve brand performance. It includes a self-assessment checklist to learn if customer experience design is the right way to go and it [...]

Creating A Customer For Life- A Company To Emulate->Singapore Airlines

Posted by on April 15, 2012 at 6:39 pm

One of the most valuable things that any marketer can do for his or her firm is to help create a customer for life. With the cost of acquiring a new customer being so high this makes a lot of sense. Unfortunately, most companies do not know how to do this very effectively and lose [...]