Some of the most effective marketing can happen outside of the CMO’s office. (Fellow CMO’s be warned!) Every day, your customers choose a very special “opt-in”—they call into your Call Center asking for help, reporting an issue, or making a request. Every time they call, chat, or email, a...
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For the vast majority of us in the private sector, our salaries are paid by our customers. We often forget that connection but if you are running a successful, positive cash flow business, it’s your customers that are funding your operations. We need to treat each and every one of them like the...
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Your customer service representatives are so much more than support agents — they’re your brand ambassadors. Whether it’s over the phone, in person, on the web, through email, or on social media, your customers expect a service experience that is smarter, more personalized, and requires minimal...
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Dreamforce Update! Learn about HP's strategy first hand--attend Listen and Engage: HP Social Customer Care and Building Customer Relationships. Breakout space is limited, so act fast! Already registered for Dreamforce? Add the session to your agenda. Not yet registered? Here's your chance!
Social...
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All industries are facing immense changes in the way companies interact with their customers. But healthcare especially is experiencing a variety of disruptive pressures and patients are expecting better service experiences, powered by transparency, omnichannel access and personalization.
But...
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If you’re anything like me, I’m willing to bet that you’ve had the unpleasant experience of dealing with a company that offers mediocre customer service. Now I’m not here to name any names, but you know what I’m talking about. For instance, you’ve waited in line to make a purchase and when you...
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Among the many things Pegasus Sustainability’s CEO Mark Hope has learned over the last 30 years is how not to run a business.
And when you talk to him, it’s pretty clear that all those takeaways have become his secret to success today. Hope’s free-thinking and no-nonsense approach to business has...
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Almost all service executives and call center directors spend most of their management time focused on the front line customer service representatives (CSRs). While this may seem logical, it is based on the incorrect supposition that the CSR is the primary cause of customer dissatisfaction. In...
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In sales, knowing your customers is crucial to success. To deliver everything they need—and anticipate what they may require down the line—sales reps need to stay on top of a wide range of news. Not just about their customers, but about their customers’ customers, their competitors, the supply...
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