Customer Service in the Cloud

3 Things To Keep In Mind When Dealing With Negativity on Social Media

Source: GetSatisfaction Blog by Caty K When you work in the social space, one of the first lessons to learn is how to plan for and respond to routine negativity. Regardless of ...

Video: Thomas Kurian of Oracle Discusses Customer Service Apps At Open World

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Video: Wendy Lea of Get Satisfaction on Customer Service

Great interview with the CEO of Get Satisfaction Wendy Lea. I had a chance to speak to members of her team, and she has a great group of employees. ...

Video: Brent Leary & Denis Pombriant Discuss Dreamforce 2012 Predictions

In this second edition of CRM Shop Talk, Denis Pombriant and Brent Leary share predictions on what major announcements will be made at Dreamforce 2012. ...

Context is everything in a mobile world

If you are in a strange city and want to find a good local restaurant, the easiest way is to ask your hotel concierge. But for how much longer? The ...

Why Facebook Just Doesn’t Cut It

Social networks have been hailed by many enthusiastic social media marketers as the holy grail of customer acquisition, retention, and revenue growth. But there is a gap between how consumers ...

John M Perez in The Top 10 Most Influential Experts to Follow on Customer Service

It's been a long two weeks on the road, and as I land back in my home town of New York, I was delighted to a great surprise. On my ...

7 Online Customer Service Predictions

7 Take-Note Online Customer Service Predictions | CustomerThinkCustomer service delivery is evolving at an accelerated pace, as are the emerging service channels that are driving the push for an agile, ...