Social Media and the Contact Center for Dummies (Wiley)

One of the biggest challenges for organizations today is managing the flow of information about their brands, products, and services that occurs in social media channels, including microblogs (such as Twitter), social networking sites (such as Facebook), blogs, and online forums.

More than ever, consumers use social media to spread the word about the brands […]

Customer Service is the New Marketing

Zappos was founded in 1999 and sold to Amazon for $1.2 Billion Dollars just barely over ten years later. Zappos is powered by its customer service and was built on the premise of WOWing each and every customer. It’s that WOW or should I say WOM that enhanced the value of their marketing and attracted […]

2010 – Welcome to the Age of Customer Service

At the end of the last decade we saw Amazon snap up Zappos for $928 Million. Combining two of the most customer focused organizations I am aware of on the web and making one of the most powerful customer centric companies out there.

Social media has forever changed the balance of nature in favor of […]

Is Real Time Marketing in your future?

In fact I would argue it is here today.

Take a look at one of my last post on Hey Marketer – When was the last time you talked with a customer??

And then ask yourself – how long did some of those interactions take. For Example – We resolved the issue for the […]

Hey Marketer – When was the last time you talked with a customer??

It’s an odd dynamic I see in play today – in today’s ever connected environment marketers tell me they feel even more removed from direct customer interaction.

As a former sales person, I used to schedule “ride-along” time with my sales team just to get out on sales calls and hear how we position ourselves […]

Focus on your Customer

Sir Terry Leahy, CEO of Tesco’s speech at the World Business Forum

Tesco’s core purpose – to create a benefit to customers across 2 tenets – Treat customers the way they want to be treated and deliver them what they want

Simple but clear strategy to: grow the UK food business, to expand internationally, to […]