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]
How Zappos Affects Your Customer Experience
Who is your customer experience competition? Those of you only looking inside your own industry need… [more]
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]
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]
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]
Customer-Obsessed Service
I have been broadcasting my Customers Rock! Radio program now for 6 months, and I feel it is time to… [more]
The Social Customer
I have been reading quite a few blogs and comments lately about how social media and customer service… [more]
Recent Posts
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. [...]
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. [...]
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 [...]
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. Plus, Harry interviewed me about my book, The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing [...]
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 [...]
The Old College Try
Today, I have a special guest blogger, Greg Meyer. Greg and I are kindred spirits when it comes to customer experience, and I asked him to share a recent car rental story and the lessons one can learn from it. Thanks, Greg. You rock! The Old College Try “Do, or do not. There is no [...]
The Hidden Power of Your Customers is Launched!
I just wanted to share some very exciting news with all of you – my book, The Hidden Power of Your Customers, is now launched! It has been an exciting week with the various launch activities, including an interview on NBC TV in San Diego, a book interview video released by my friends at Lithium [...]
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 major US airline, AirlineX) for a number of years. He even has a credit card linked to that account to help accrue points. This friend had earned enough miles for a free trip to Europe but [...]
Announcing my first book: The Hidden Power of Your Customers
I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! readers, that it is happening. The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers, [...]
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