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