Usually it’s the customers who give you deadlines - and sometimes ultimatums - on service. Needing something done by, support within “x” time, service at “y” time and place. What would happen if you turned that concept on ...READ»
You could just ask, but that wouldn’t give you a product or service worth the money you might put into it - 50 to 90% of the product and service initiatives by US companies are failures. This costs in the magnitude of $100b per ...READ»
Sharing the data you collect about a customer with that customer may be your single most important gesture of transparency - not to mention that it may give you the ability to convert more of those conversations.I found the story ...READ»
Social media is rarely the work of only one person, especially when it comes to implementations done by organizations. Today however, I wanted to talk about the difference that one person made in each of three companies - even though ...READ»
We spend so much time talking about how to improve customer service that I thought one post on how to improve customer attitude would be time well spent. If you think about it, we call a customer support line only when we have a ...READ»
Quite a few years ago, Jan Carlzon wrote a book titled Moments of Truth. At the time, Calzon was the CEO of Scandinavian Airlines Systems and had helped the company reorient itself to become customer-driven. In his own words, a ...READ»
TaxAlmanac is a free resource for tax professionals, a wiki created by Intuit to help them stay current. In return the company gets free tips and advice from a roster of tax specialists that help improve its products for customers. ...READ»
Smart companies have learned that often the best users of their products know as much or much more than their employees. Adobe is one such company. They are the creators of design and desktop publishing tools for communications and ...READ»
In an interview with Francois Gossieaux of BeeLine Labs, Barry Judge says "to the extent that we can basically be human with what we know, and share it as freely as we possibly can, I think we'll go a long way towards gaining a higher ...READ»
This is not the kind of library that just sits on the shelf. It’s a very active and dynamic way of offering information, tutorials, FAQs answering most asked questions, and special announcements for your customers.
Why does video ...READ»
You probably already know that Forrester’s social technographics profile can help you analyze the social profile of your customer base. As authors Josh Bernoff and Charlene Li explain in the book Groundswell, people increasingly use ...READ»
It seems that if there are many ways to listen in the social Web, there are also many reasons with the ways to answer. Tom Asacker puts it well, we define ourselves both according to what we identify with and what we reject, and given ...READ»
Direct conversations with customers allow organizations to become public resources on areas of expertise. This happens in at least two ways: (1) through engagement, or social components, and (2) with valuable content, which is where I ...READ»
Ask Dave Taylor, as his site says, Dave is an industry guru who is willing to answer questions about a wide variety of technical topics. He’s not the only professional who is giving service away.
As the New York Times reports, ...READ»
Movies are so compelling. There’s a reason for that. They’re distilled stories we can identify with and feel something about - the hero, the villain, even the lover. It’s all so simple in a movie. They tell us something about ...READ»
If you think about the fact that many of us need reminding to stay in touch even with family and friends, it could be an interesting proposition - add the button or function to the system and you’re ready to go.
However, there ...READ»
After my phone conversation with Register.com this past
weekend, I have a renewed sense of what it takes to show good listening skills.
It may seem like common sense to many, but it is really an art to get to the
right ...READ»
Twitter culture rules these days. There are many conversations going on at the same time and that seems to be part of the attraction. People tend to want to be where things are happening. In the culture prevalent in the medium and ...READ»
“Markets that don't exist don't care how smart you are.” - Mark Andreessen
You can be as good and tested as you want, in a tight market you’ll need to really figure out if there is a market for your product or service. The ...READ»
I’ve been thinking about the recent announcement that Robert Scoble is joining Rackspace to run building 43, a place for people fanatical about the Internet. If you’re not familiar with the name, Rackspace is the hosting company ...READ»
The problem with customer conversations is that they are often not seen as instrumental to customer conversions, which are the bread and butter of a business. Instead, they are considered intangibles, in the same way as relationships ...READ»
In my professional role, virtually all of the people I come in contact with could be considered customers. Given everyone’s work load and internal demands these days, the easiest people to deal with are by far the company’s ...READ»
Customer loyalty should not be just a program, it should be part of the DNA of your business to earn as reward. There continues to be a gap between the percentage of people who say they are satisfied with a company and those who ...READ»
Thanks to plenty of helpful advice everywhere you turn, monitoring and listening to conversations is now the first thing you may think about doing online. This reminds me that in the public space, we’re taking eavesdropping to a ...READ»
