People
How to Listen to Your Customers
When dealing with customers, we all know that one of the most important skills is listening. But, do we know how to listen? We all think that we listen to our customers but in reality, we usually pretend to listen. Here are a few examples of pretend listening. Thinking about your response Wondering how this [...]
Another Round-Up – Service, Leadership, Marketing and More
The blog post round up that I published last week seems to have been well received and appreciated and since I’m still defining where I want to go with this site, I’ve been doing a lot of reading. So, here are some blog posts that I’ve read recently and found to be interesting and that [...]
Will Social Media save Customer Service?
Many people have been asking if social media efforts can or will save customer service. I’ve even seen posts about adoption of social media by companies recognized as great or horrible at delivering customer service (see The Smoking Social Media Gun: Intent or Does Social Media Help or Hurt? as examples). Alternatively, there are also [...]
What is Paid for REALLY Gets Done
I was reading the “Experience Clinic Blog” and came across the article CMO’s say one thing, and do another. In it Colin Shaw talks about the disconnect between what Chief Marketing Officers say about the customer experience and what they actually do about it. What really interested me though were the following paragraphs: It is [...]
