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Exceeding Customer Service Expectations It makes a nice change to have my expectations aboutVirgin Media exceeded. Mind you, those expectations were pretty low so it didn't take much - just a phone call. Date: 2007-12-04 Web Ecosystem: The Rise Of The Grudger Customer On the Web a new type of customer is rising. One more and more immune to marketing happy talk. One that wants facts before emotion. Date: 2007-11-12 Ask Not What Your Customers Can Do For You... ask not what your Date: 2007-10-12 Customer Service: Put Clients First Customer service is one of the most important aspects of any business. Without customers to purchase the business's products and services, the company cash flow dries up faster than a rain shower in the desert. Date: 2007-09-24 Improve Your Customer’s Web Experience I am a strong believer that by creating a more satisfying experience for your customers and helping them achieve their buying process goals; businesses in turn increase their website sales. Date: 2007-09-10 Automating Decisions For Customer Service Mike Schaffner had a nice post that I saw this morning - Some Technology Suggestions for Airline Customer Service. Date: 2007-08-17 Grow Your Business With Decision Management A marketing focus today. More particularly a focus on marketing to existing customers prompted by three distinct posts. Date: 2007-07-30 Data Mining, Predictive Analytics & Markets Of 1 I attended a great talk by Helen Venge from Lego Factory - a giant experiment in the world of user-innovation. Date: 2007-07-16 Lego And The Listening Factory I attended a great talk by Helen Venge from Lego Factory - a giant experiment in the world of user-innovation. Date: 2007-07-02 Customer-centric Means Being Decision-centric Nice post over on the Forrester Marketing blog - Being Customer-Centric Is Hard But, C'mon, It's Not THAT Hard! in which Elena makes some good points. Date: 2007-06-18 Customer Power Driven By The Web The shift from organization power to customer power continues, as customers use the Web to organize themselves like never before. Date: 2007-06-04 What If No One Came To Your Site? Web feeds, such as RSS (and e-mail before that), are part of a new wave of information integration-content that is part of your customer's daily experience. Date: 2007-05-14 Key Characteristics Of Web Brands The web brand is useful, clear, simple, interactive, and most importantly, customer-centric. "Google has knocked Microsoft off the top spot and been named the most powerful global brand of 2007," Gemma Simpson wrote for Silicon.com in April 2007. Date: 2007-04-30 PR Should Have a Hand in Customer Service I’ve had two customer service encounters today that have me pondering—again—the link between PR and customer service. Date: 2007-04-16 Building The Lists For B2B Lead Generation Programs Would you buy this business card? Maybe... maybe not. When you buy a list of names, you are basically buying business cards on a list. Date: 2007-04-02 Are Customer Satisfaction Guarantees Realistic? Customer satisfaction and loyalty to a product is very important in any company, be it a company that is consumer oriented or a company that sells to other businesses, but is a customer satisfaction guarantee really realistic in business? Date: 2007-03-19 How Do You Value Your Customers We all talk about how much we value our customers-they're the lifeblood of any business. This month, I don't want to talk about how much we value our customers, but rather how we value them. Date: 2007-03-05 Effective Customer Communication Organizations are open dynamic systems for transforming resource inputs into saleable outputs (goods & services). They are created to provide useful products and services that satisfy the needs of customers and provide value to stakeholders. Date: 2007-02-19 Your Customers Aren't Targets I heard a great radio ad about radio advertising, which included the following: Customers aren't targets, they're your friends and neighbors. Date: 2007-02-06 Branding Your Customers Branding your business is simply giving the public and your customers an image of your company. By knowing how your company is perceived by the rest of the world, you can use your image to instill trust, loyalty, and stability within your customers. Date: 2007-01-22 Vendor Relationship Management (VRM) This post continues where this one, which gives a bit of background on VRM, leaves off. In a December, 2006 SuitWatch piece in LinuxJournal... Date: 2007-01-08
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