Recent Stories

3 Steps To Achieve Consistency Of Customer Satisfaction

3 Steps To Achieve Consistency Of Customer Satisfaction

A recent article by McKinsey & Company on how consistency is “The three Cs of customer satisfaction,” makes the case that…
My First Tech Love:  The Mobile Phone

My First Tech Love: The Mobile Phone

Inspired by Spike Jonze’s new movie, Her, I wanted to confess about my first “tech love,” the mobile phone. Maybe love…
Marathoners running across bridge

Targeting: The Marketing Game Has Changed

Consumer marketing used to just be about “spray and pray” tactics. We looked at our consumer database and came up with our simple segments, from a combination of age,
holiday shopping elf

Big Data To Power Holiday Shopping Elves

I don’t consider myself to be a procrastinator when it comes to shopping for the holidays.  I made my list very early on (even before all the retailers…
Social Media: The 1-800-GET-HELP For The 21st Century Customer?

Social Media: The 1-800-GET-HELP For The 21st Century Customer?

Some may consider delivering customer service over social as hype.  But there’s no question it is fast becoming a key channel for mainstream companies to meet customer service needs. One…
What Is the Secret Sauce of Great Customer Experience?

What Is the Secret Sauce of Great Customer Experience?

As is the norm these days, I hit Amazon.com when my family needs something. In fact, we would use Amazon even when we just want to “window shop”! The other day,…
Top 10 Of “Not So Excellent” Customer Service

Top 10 Of “Not So Excellent” Customer Service

For many of us, it’s a sad…
Customer Service

Is Your Customer Service Suffering From Schizophrenia?

Has this ever happened to you? You’re psyched to have earned a free night’s hotel stay from one of the major travel sites. So, you go to their Web site…
Delivering Customer Service Beyond the Walls of the Enterprise

Delivering Customer Service Beyond the Walls of the Enterprise

It’s difficult enough to provide a consistently positive customer experience across all business units and departments within the four walls of your company. A quick search…
Social Media Engagement: Not Just For B2C Anymore

Social Media Engagement: Not Just For B2C Anymore

If 2011 was the year that business-to-consumer companies embraced social media…