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28 September, 2012
Published by John M Perez in Videos
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. Wendy speaks about customer and company transparency in service and how organizations need to be social in their strategy for customer service. Check out her website [...]
17 September, 2012
Published by John M Perez in Videos
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.
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 [...]
20 January, 2012
Published by John M Perez in Videos
Hilarious video here from the viral S### People Say Series.
2 January, 2012
Published by John M Perez in Blog, Social & Knowledge Best Practices, Videos
This video is a great introduction to KLM Airlines social support strategy. A company marketing their social support strategy is always a delight to see as it assures customers the commitment to using Social as a Customer Service strategy. In the industry however, many companies are still not as committed to using social as a [...]
4 November, 2011
Published by John M Perez in Blog, Videos
Here is a great interview with John Tschohl on Tech Crunch speaking about Netflix’s poor response to their customers. I have to admit that as a Netflix streaming customer, I am considering canceling it. While I have not utilized it nearly as much as I would like lately, I find that this negative press around [...]
31 October, 2011
Published by John M Perez in Blog, Contact Center, Videos
In case you missed it, here is a great video done by ABC News about Call Center on sourcing trends which are bring customer service jobs back to the United States. Customer Service is a key area for employment growth in today’s down economy as more and more company’s learn from the pros and cons [...]
29 October, 2011
Published by John M Perez in How To, Videos
This weekend we are promoting video tutorials to help you better interact with our site. Here is a quick tutorial on how to change your password on our site using the WordPress Platform. [wpmudev-video video="change-password"]
28 October, 2011
Published by John M Perez in How To, Videos
Many Contact Centre books focus on delivering information and strategy for Customer Support Mangers, Team Leaders or Directors. Here is the first book focused on the Contact Centre Agent. This is the first I have seen for me and since I started out in this industry as an agent for over 2 years, I certainly [...]
13 September, 2011
Published by John M Perez in Social CRM Solutions, Videos
I am big fan of Dr. Natalie Petouhoff, and this video series completed by her is an essential view for those interested in rolling out Social Media as a Customer Service strategy. Check out her 3-part mini series designed to help you prove how social media can affect the bottom line today – and how [...]
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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...
I cannot sign up to become a member, it keeps asking me to answer the question a...