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18 October, 2012
Published by John M Perez in Blog, Social & Knowledge Best Practices
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 what we’d all like to admit, not every customer is going to be satisfied 100% all of the time, and there will always be [...]
3 October, 2012
Published by John M Perez in Blog, Contact Center
29 August, 2012
Published by John M Perez in Blog, General, Infographics
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 want to engage with companies on social media, and how those companies are using these social networks. Consumers need more than just a platform where [...]
31 July, 2012
Published by John M Perez in Blog, Customer Experience Research
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 way from my flight to get my luggage, I get a tweet from the folks over at GetApp.Com. They indicated that I made their list [...]
26 July, 2012
Published by John M Perez in Blog, Web Self Service Experience
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, real-time, multi-channel customer experience. Here are seven customer service predictions from industry experts that speak to the near future of online customer service: 1. via [...]
10 May, 2012
Published by John M Perez in Blog, Infographics
26 April, 2012
Published by John M Perez in Blog, Infographics
20 April, 2012
Published by John M Perez in Blog, Infographics
11 April, 2012
Published by John M Perez in Blog, Infographics
A great inforgraphic by Clickfox released this week. Some key data points as follows: Twenty percent of respondents singled out Apple as the brand they can’t live without, with Coca-Cola, Google and Amazon also topping the list. Additionally, consumers indicated that they are most loyal to food and beverage companies (58 percent) and technology and [...]
3 April, 2012
Published by John M Perez in Blog, Videos
An interesting video and read about Airline Customer Service improving. A college professor, who has co-authored an annual report on airline performance, says the overall experience is better than it was five years ago when companies suffered a meltdown of epic proportions. The study focused on things like lost bags, delayed flights, lousy service, and [...]
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Recent Comments
Great list. IKEA has begun to publish videos to aid frustrated home-furniture bu...
Great post here!...
This is a very interesting concept. If companies aren't doing so already, they ...
Sounds great. I'd be really interested in the social media presentation as I thi...
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