October 24, 2014

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… [more]

Social CRM: An Idea Whose Time has Come? Social CRM: An Idea Whose Time has Come?

Lithium’s Customer Heroes

I recently attended the 2012 Lithium Network Conference (LiNC for short) in San Francisco to hear about… [more]

Lithium’s Customer Heroes Lithium's Customer Heroes

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… [more]

Customer Experience Food for Thought Customer Experience Food for Thought

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… [more]

Measuring the Impact of Social Media Measuring the Impact of Social Media

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… [more]

Using Social Media to Build Relationships Using Social Media to Build Relationships

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… [more]

Customer Service Through Social Media: The game has changed Customer Service Through Social Media: The game has changed

How Zappos Affects Your Customer Experience

Who is your customer experience competition? Those of you only looking inside your own industry need… [more]

How Zappos Affects Your Customer Experience How Zappos Affects Your Customer Experience

The Old College Try

Today, I have a special guest blogger, Greg Meyer. Greg and I are kindred spirits when it comes to customer… [more]

The Old College Try The Old College Try

Killer Customer Service, or Customer-Killer Service?

A friend of mine has been a member of a particular airline's frequent flier program (we will call this… [more]

Killer Customer Service, or Customer-Killer Service? Killer Customer Service, or Customer-Killer Service?

Letting Customers Contribute to the B2B Experience

How can companies get their customers more engaged and involved? Social media has been making it easier… [more]

Letting Customers Contribute to the B2B Experience Letting Customers Contribute to the B2B Experience

Customer-Obsessed Service

I have been broadcasting my Customers Rock! Radio program now for 6 months, and I feel it is time to… [more]

Customer-Obsessed Service Customer-Obsessed Service

The Social Customer

I have been reading quite a few blogs and comments lately about how social media and customer service… [more]

The Social Customer The Social Customer

Recent Posts

Southwest Airlines Gate decoration

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 everything extremely visible. And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I [...]

Social Media

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 communicate and collaborate more effectively. When not blogging, on Twitter, or on Facebook, she is marketing WikiThreads, her small [...]

Heroes of Lithium Technologies

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 Solis, photo left, who shared about Digital Darwinism from his new book The End of Business as Usual. Lithium’s software powers the [...]

Restaurant sign

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, Colombia! As most travelers are aware, the customer experience is especially important when you are away [...]

Pot of Gold

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 social media thought leaders. There are many ways to measure the success of social media at an organization. [...]

Social media relationship button

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 social media is to build and deepen relationships with customers – be they consumers, clients, donors, or constituents. [...]

BBfest 2011 logo

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 experience. What does it say about your brand? I have been on the road A LOT these past few months [...]

Influencers 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 an organization. In his recent book, Smart Business, Social Business, Michael Brito discusses these two important points. Michael and I shared the [...]

Customer experience

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. Organizations should be asking this question: Which companies have the best practices in customer focus across all industries? I recently exchanged [...]