Customers Rock!

APRIL 14, 2010

Countless reports and case studies have proven this linkage. A recent report that caught my attention is Watermark Consulting’s 2007-2009 performance analysis, which examines Forrester’s 2007 Customer Experience Index and shows how customer experience leaders outperform laggards in the stock market.

Social Media 100

Social Media 2007 2008 2009 100

Customers Rock!

DECEMBER 6, 2010

I spoke with Geoff Galat, VP of Worldwide Marketing for Tealeaf, to learn more about the social media report they conducted. To see the Tealeaf presentation of the report, go here. · I would love to buy the album, but there are issues with the website. Please share some thoughts in the comments. Photo credit: YanC ).

Social Media 100

Social Media Holidays Twitter Purchasing 100

Customers Rock!

MAY 28, 2012

Marketing departments report that there is work to be done to get customer service representatives ready to speak in the company’s “brand voice”. Customer service reps trained to handle the wide diversity of people issues and personalities that crop up in day to day business. So where’s the gap? Brand Voice.

Social Media 100

Social Media Customer Service Twitter Facebook 100

Customers Rock!

MARCH 6, 2010

A smart, informed and engaged employee is better equipped to serve customers than a manager whose contact with customers comes from reports and surveys. How much time does management spend serving customers? Probably very little. Scripts tend to serve the company’s interest first.

Customer Service 100

Customer Service Equipment Management Training 100