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How Zappos Affects Your Customer Experience
Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online....
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Customer Service Through Social Media: The game has changed
Today’s post is written by a guest blogger, Harry Rollason. Harry is with Useful Social Media, and I will be presenting at their New York Conference on Social Media and Customer Service next week....
View ArticleInfluencers vs Advocates
What is the difference between an influencer and an advocate for a brand? A lot of people recommend that a brand practice “influencer outreach”; others suggest a brand advocacy program is paramount for...
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The Bathroom Experience
Once again I am participating in the Bathroom Blogfest. As I have mentioned before, if you have a physical presence, whether you are B2C or B2B, your bathroom is an important part of the customer...
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Using Social Media to Build Relationships
A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does. However, I strongly feel one of the most effective uses of...
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Measuring the Impact of Social Media
This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post at the link above to check out the full list of posts from numerous well-known...
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Customer Experience Food for Thought
I want to eat there! As many of you know, I have been doing quite a bit of traveling lately, speaking about my book and sharing the Customers Rock! message all over the world – most recently in Bogota,...
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Lithium’s Customer Heroes
I recently attended the 2012 Lithium Network Conference (LiNC for short) in San Francisco to hear about the latest and greatest from Lithium Technologies as well as from thought leaders such as Brian...
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Social CRM: An Idea Whose Time has Come?
Social Media CRM, or Social CRM, is getting a lot of air time these days. But where does it fit? Today’s post is by Laurie Shook. Laurie is a technology marketer creating solutions that help people...
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Customer-Obsessed Service
Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes...
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