Providing engaging and satisfying customer experiences across the whole of the customer journey, all channels at all times, has become critical to organizations’ success. Customers’ expectations have rocketed while at the same time their ability to express their dis-satisfaction has exploded with social media and commercial review models. Enterprises need to think and operate in [...]

As readers of this blog might recall, and my small following on Twitter surely knows, I’m a regular customer of our customer, United Airlines. In fact, I’m a million mile flyer with United and generally surpass 100,000 qualifying air miles a year with them, which means that I spend a great deal of my life [...]

Everyone is analyzing social media, or so it seems. But, a lot of companies, even those MEASURING Social Media comments, are not exactly sure how to ANALYZE social media feedback.  The question I get most frequently from both prospects AND clients is – “How are other clients actually using the social media feedback they are [...]

My mom Marie, a lovely woman in her 70s, has just replaced her old computer (used mostly for soduko, crosswords and email) with a new Windows-based machine with a faster processor and better graphics. We’ve upgraded her wireless network and now she is bravely and intrepidly posting updates on her facebook wall, venturing to sites like [...]

For the past five years, during the first weekend in August, I have participated in a fund raiser (the Pan Mass Challenge) where approximately 5,000 cyclists pedal a 192 miles over two days and raise $34M for cancer research. As a resident of New England, USA, August is the perfect time for long bike rides [...]

When you read the survey that says 71% of customer complaints sent via Twitter meet with no response, you realize that for many companies, having a Twitter account is more about lip service then any actual service. Of course, ‘no response’ doesn’t have to equate with ‘no reaction’ but with half of the surveyed group expecting [...]

Some questions for customer service and customer experience managers to think about… What if: your agents could follow the right process, just as you had designed it? your agents didn’t have to ALT_TAB through 15 applications on their desktop? your agents didn’t have to use Post-it notes or index cards or refer to training manuals? [...]

At one point in time, the Singer Corporation had more than 12,000 people working in a single plant. They were selling more than a million sewing machines a year and had hundreds of millions of dollars in revenue. They were one of the most important manufacturers in America. It was fun …while it lasted! When [...]

‘Buzz’ – the word that defines social media is lifted from the world of social insects. But, while we freely employ metaphors from the hive to human interaction, how much are we actually learning from the commonality of nature’s communities to online social networks? As enterprises engage in the Social world, the needed, core and [...]

The new voice of the customer is putting a huge burden on the old ear of business. With the advent of social media, telling ten friends can now mean influencing ten million friends. The resulting tidal shift in the business-to-customer relationship has businesses scrambling to adjust: B2C companies are now employing new listening technologies, appointing [...]