"Social Media Is The New Customer Service" has become the must have mantra doing the rounds in blogs, forums and Twitter feeds. It's snappy, …Read More
customer experience management
Is Social Media About To Prove Itself A Great Consumer Con?
This post raises the question whether the ideals behind Social Media are about to be compromised as mining the Social Graph to drive Social …Read More
Painting A Customer Service Strategy: session 2
This is part two in a series of posts on Customer Service Strategy. Part one was a personal orientation on "why bother"? This session …Read More
Painting A Customer Service Strategy: session 1
Sometimes when I’m conference speaking or running a best practice forum, I get onto the topic of customer service strategy. I know I …Read More
Six Insights For Your Voice Of The Customer Programme
I recently upgraded my LinkedIn account from free to the first rung of paying for the privilege. Apart from a new snazzy gold logo, I got …Read More
