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Putting Social Media In Its Place

Putting Social Media In Its Place

The other week I wrote about the critical importance of finding answers to questions you didn’t even know you should have asked. With an ability to combine…
Pay-it-Forward Trumps ROI Where Social Is Concerned

Pay-it-Forward Trumps ROI Where Social Is Concerned

I’ve begun to wonder whether the question, “What’s the ROI on Social?” is a kind of post-modernist Zen koan. It’s one of those questions that is often asked, yet that has no rational answer.
How Social Media Amps Up the Value of a Customer

How Social Media Amps Up the Value of a Customer

Image via CrunchBase The other week my colleague Vinay Iyer posted a blog that looked at how a company might
Customer Service: You Can’t Keep Saying “It’s Not Our Fault” Forever.

Customer Service: You Can’t Keep Saying “It’s Not Our Fault” Forever.

English: Heathrow Terminal 2 Viewed from the footbridge near the Central bus station. (Photo credit: Wikipedia) The other week…
How To Fail Your Call Centers

How To Fail Your Call Centers

(Photo credit: Wikipedia) Last week I had words with an automotive customer service rep named Anne. The “run flat” tires on…
5 Ways Richard Branson Could Improve Customer Service using CRM

5 Ways Richard Branson Could Improve Customer Service using CRM

I seem to be on a Richard Branson roll.  Earlier this month I wrote about how I thought Branson’s banking endeavors would benefit from a focus on the kind of personalized customer service that he’s brought to…
CRM with Attitude (Or, How Richard Branson will Transform the Banking World)

CRM with Attitude (Or, How Richard Branson will Transform the Banking World)

Virgin Atlantic Airways Clubhouse, San Francisco International Airport. Designed by Eight Inc. Photographed by Timothy Hursley. (Photo credit: Wikipedia) When Richard…
How to Suck Up to Billionaires (Part 2)

How to Suck Up to Billionaires (Part 2)

Image via Wikipedia Part one of How to Suck Up to Billionaires discussed the need to know a lot…
How to Suck Up to Billionaires (Part 1)

How to Suck Up to Billionaires (Part 1)

Image by AFP/Getty Images via @daylife Homeowners and real estate agents around the Silicon Valley are all atwitter…
5 Stupefying Statements from the CRM Call Center (and what to do about them)

5 Stupefying Statements from the CRM Call Center (and what to do about them)

Call Center image courtesy of SAP Having traveled the path with CRM for as long as I have, I am keenly aware…