Marketing automation software may promise a technological utopia but, once you've invested, are you getting the best out of the increased functionalit...
View articleWhen the love is lost, saving the relationship with your subscriber can be tricky. However, there are several ways you can show your subscribers how m...
View articleThe answer? "Almost always." The reason is simple; consumers do not expect a business to be perfect. The key the consumer is looking for is how the bu...
View articleE-commerce savvy consumers in China display distinct behavioral patterns and smart retailers should be able to use these to reinforce their digital st...
View articleIf cable companies can modernize and improve their customer service, they will be on their way to competing with the more modern companies. But contin...
View articleA look at how three brands are encouraging positive, socialized conversations that are aligned with business objectives and a desire to grow brand val...
View articleBrands that resolve to have fun -- but do so in an enlightened way -- will set themselves apart in 2014. Read More...
View articleHave we really fallen so far that simply doing the job puts us in the category of wowing a customer? Columnist Mark Quinn examines the WOW factor in r...
View articleUltimately, building advocates is in your business interest. Transparency -- not only in conduct, but also in the processes that create customer exper...
View articleCustomer Relationship Management (CRM) is so much more than a customer list and knowing a few birthdays and zip codes. Columnist Ramon Ray makes the c...
View articleCustomer care is going social. Take the time to build a robust ROI model and then measure the contribution of your social customer care efforts. Ther...
View articleGreat metrics often disguise mediocre performance. That’s what happens when metrics are focused inwardly on company performance instead of customer ex...
View articleSmart consumers now expect companies to be proactive to their needs and smart companies are stepping up to the plate and surpassing customer expectati...
View articleNew research from Lithium Technologies shows that more than 70 percent of Twitter users expect a response from a brand they've tweeted within one hour...
View articleViacom Entertainment Group's Shari Cleary talks social analytics and engagement in a fire-side chat with Pelin Thorogood at the recent Pivotcon event ...
View articleThese three instances of online experience creation stand out. Plus, a fourth customer experience tip may surprise you. Read More...
View articleToday, we join citizens around the globe in the celebration of Gandhi Jayanti, the birthday of Mahatma Gandhi. See seven lessons from Gandhi, the worl...
View articleSocial media has given consumers a powerful medium to voice complaints and vent frustrations, Yeoh explores if there's a way for brands to move beyond...
View articleConsider these recommendations to improve service and differentiate your business. Read More...
View articleConsider these pointers to avoid a social media crisis. Read More...
View articleBarrier entry to social media may be low but not everyone is doing it smartly. Here's a practical guide to getting started. Read More...
View articleFinancial brands must develop balance innovation, security, and human relationships. Read More...
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