Tags archives: customer-service

Is Print Advertising Dead?

My article “Customer Intelligence Is Meaningless If You Don’t Tie It to Strategic Action” has received thousands of views. In fact, I’ve also had several organizations ask if they could reprint the article in their training materials as a way of demonstrating the importance of customer service and its impact on the customer experience. One aspect of my article that is rarely commented on, but is no less important, is […]

Will Sharing The Customers’ Risk Become The New Customer Experience Best Practice?

Marketer’s and CRM consultants have been referring to the “customer experience” for several years now. It’s one of those terms that can mean different things to different people. For some it’s associated with customer interactions that occur through customer service channels. In that venue the customer experience can often be influenced by factors like how fast your service reps respond to customer communications and how successfully they address complaints. Another […]