Customers Rock!

Social CRM: An Idea Whose Time has Come?

Customers Rock!

Social Media CRM, or Social CRM, is getting a lot of air time these days. But where does it fit? Today’s post is by Laurie Shook. Laurie is a technology marketer creating solutions that help people communicate and collaborate more effectively.

132

Customer-Obsessed Service

Customers Rock!

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible.

121

Trending Sources

Customer Experience Food for Thought

Customers Rock!

I want to eat there! As many of you know, I have been doing quite a bit of traveling lately, speaking about my book and sharing the Customers Rock! message all over the world – most recently in Bogota, Colombia!

96

How Zappos Affects Your Customer Experience

Customers Rock!

Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online.

94

Lithium’s Customer Heroes

Customers Rock!

83

Using Social Media to Build Relationships

Customers Rock!

A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does.

47

Letting Customers Contribute to the B2B Experience

Customers Rock!

How can companies get their customers more engaged and involved? Social media has been making it easier for user-generated content to appear as part of a brand’s marketing, usually with consumers.

50

Killer Customer Service, or Customer-Killer Service?

Customers Rock!

A friend of mine has been a member of a particular airline’s frequent flier program (we will call this major US airline, AirlineX) for a number of years. He even has a credit card linked to that account to help accrue points.

40

Influencers vs Advocates

Customers Rock!

What is the difference between an influencer and an advocate for a brand? A lot of people recommend that a brand practice “influencer outreach”; others suggest a brand advocacy program is paramount for an organization.

29

The Old College Try

Customers Rock!

Today, I have a special guest blogger, Greg Meyer. Greg and I are kindred spirits when it comes to customer experience, and I asked him to share a recent car rental story and the lessons one can learn from it. Thanks, Greg. You rock! The Old College Try. “Do, or do not.

22

The Hidden Power of Your Customers is Launched!

Customers Rock!

I just wanted to share some very exciting news with all of you – my book, The Hidden Power of Your Customers , is now launched!

22

Growing Business the Old-Fashioned Way

Customers Rock!

Here is a blast from the past, a classic Customers Rock! post on taking care of your current customers. Thanks to @Foundora for bringing it back to my attention. Enjoy! Many companies spend a lot of time and money on attracting new customers to their product or service.

12

The Bathroom Experience

Customers Rock!

Once again I am participating in the Bathroom Blogfest. As I have mentioned before, if you have a physical presence, whether you are B2C or B2B, your bathroom is an important part of the customer experience. What does it say about your brand?

2

Customer Experience Conference Next Week: NetPromoter

Customers Rock!

I was recently contacted by the team running the Net Promoter Conference in Miami Beach next week, February 3 and 4. If you are a customer experience or other customer-centric professional, this is one event you should consider attending.

2

Tweets Not All Sweet on Black Friday

Customers Rock!

Social media has brought the customer experience more in-focus than ever before, and this became very apparent during the start of the 2010 holiday shopping season on Black Friday and Cyber Monday.

2

Bathroom Blogfest 2010 – Stuck in the 60s?

Customers Rock!

Once again this year, I am pleased to be participating in the Bathroom Blogfest.

2

The Latest at Customers Rock!

Customers Rock!

There has been a lot going on lately here at Customers Rock! October is going to be a busy month. BlogWorld. I will be moderating a panel again this year at BlogWorld & New Media Expo in Las Vegas, October 14-16. My session this year is a special one.

2

From Reach to Relationships: microMarketing Chapter Review

Customers Rock!

I was recently asked to participate in a review of Greg Verdino ’s book MicroMarketing: Get Big Results by Thinking and Acting Small This is not to be an ordinary book review, however, although I enjoy doing those on occasion. I was asked to participate in a chapter-by-chapter review.

2

Is Your “Lack of Remarkable” Preventing Customer Loyalty?

Customers Rock!

Today we have a guest blogger with us here on Customers Rock!, Nate Bagley. Nate is the Social Media Expert at Mindshare Technologies. Mindshare is a leader in the Voice of the Customer industry, helping companies foster consumer satisfaction, build customer loyalty, and support employee retention.

2

The Importance of Customer Listening

Customers Rock!

(Note: This post is a reprise of an earlier Customers Rock! blog post, and one that was very popular with my readers. As customer listening has become a common topic recently, I felt it would be helpful to post it again, especially as it discusses NON social media listening.

2

Expert’s Corner: Delivering Voice of the Customer

Customers Rock!

Recently on Customers Rock! Radio , I had the opportunity to have a conversation with Richard Owen, CEO of Satmetrix.

2

Customer-Obsessed Service

Customers Rock!

I have been broadcasting my Customers Rock! Radio program now for 6 months, and I feel it is time to pull together a summary of information from some of those programs into a post (or two!).

2

Expert’s Corner: Kevin Stirtz on Real People Rock!

Customers Rock!

I am pleased to have Kevin Stirtz as a guest blogger today here at Customers Rock! Kevin Stirtz is the Amazing Service Guy , a speaker and trainer who helps organizations of all kinds deliver Amazing Customer Service. His recent book: More Loyal Customers has won 5 star reviews at Amazon.com.

2

Expert’s Corner: Chip Bell on Unconditional Customer Service

Customers Rock!

Today I am pleased to feature another guest post by Chip Bell. If you have seen the movie Ramen Girl (and even if you haven’t!), you will relate to this post. The parallels he draws between passionate cooking and customer service will be something you will noodle on for awhile.

2

The Social Customer

Customers Rock!

I have been reading quite a few blogs and comments lately about how social media and customer service need to come together. There has also been a lot of talk about the Social Customer and its importance.

2

Focus on Customer Service in 2010 (Finally?)

Customers Rock!

This may be it. This may be the year that it finally happens. 2010 may just be the year that companies start to focus on their customers and serving them well. Now, I am cautiously optimistic about this focus on customer service, but let me tell you why I feel this way.

2

The Ultimate Customer Compliment

Customers Rock!

Today’s guest blogger is Michael Sansolo , author of The Big Picture: Essential Business Lessons from the Movies. Michael Sansolo is a consultant and frequent speaker for the food retail industry, and is a contributing editor and weekly columnist for MorningNewsBeat.com , a daily newsletter on the retail industry. The Ultimate Customer Compliment. There is one simple line of praise that every business should seek when it comes to gauging the customer experience.

2

The Rise of the Long Term, Off-Balance Sheet Worker

Small Business Labs

Off-balance sheet worker is the term Deloitte uses for contingent workers, such as freelancers, independent contractors and other non-employees.    They describe this in their recent article Forces of Change: The Future of Work.

78

The ultimate CV template for PAs

Practically Perfect PA

The other day I was looking at the roles for PAs in London and I must say there are loads of exciting opportunities out there for Assistants. I was really impressed with the array of roles and the different skills and qualities needed.

76

10 websites every PA should read for career development

Practically Perfect PA

Today I am sharing the love by showing you guys 10 websites every PA should read for career development. I follow these websites and they all have brilliant content for PAs, women in business and career advice in general. Do check them out!

77

10 qualities of a truly great Assistant

Practically Perfect PA

Assistants bring many, many amazing qualities to their roles. We are often described as a ‘jack of all trades’ which means we have a lot of skills and can take on lots of different tasks. Yay us! Today I thought I would have a look at the 10 qualities that make a truly great Assistant.

77

Are There More Gig Walkers Than Uber Drivers?

Small Business Labs

When most people hear the term "gig economy, they think of Uber. But Uber is hardly the only gig economy company. In fact, it may not even be the largest, at least in terms of the number of independent workers using its platform.

77

Study: Many Corporations Converting Traditional Jobs into Freelance Roles

Small Business Labs

According to a recent survey by the global HR services company Randstad, "More than half of global human capital leaders expect to transfer one-third of their permanent positions to contingent roles in the near future." " More than 700 global human capital leaders responded to the Randstad survey. 

58

Why It's Time to Push Back Against Industry Norms

On The Job

Since he was a university student in the Netherlands, it has bothered Freek Vermeulen that newspapers are printed in the broadsheet format, which he contends is awkward and flimsy to read.

72

The 5 questions you need to ask before you minute a meeting

Practically Perfect PA

Love it or hate it minute taking is part and parcel of the day to day role of the PA/EA for the most part. Personally, I have always found them slightly painful, but through experience and training I have made my peace with them and gotten my technique down to a fine art! Having worked […].

76

Ground rules for team meetings

Practically Perfect PA

A really fundamental task for assistants is organising your department team meetings. If your organisation is anything like the businesses I used to work for I bet you organise A LOT of team meetings.

110

How the Holiday Season Can Help Your Career

On The Job

The holiday season is beginning to ramp up, and your thoughts may be consumed by Black Friday deals or how to make your nana's pecan pie. Amidst all these celebrations, however, it's time to also do a little career celebration.

74

5 Ways People Dislike Your Emails (And Possibly You)

Practically Perfect PA

An interesting bit of research came to my attention recently, courtesy of the BBC website.

99

The tech savvy assistant: What does it really mean?

Practically Perfect PA

Most of us that have been working in the PA industry for a while now will have heard of the phrase ‘the tech savvy assistant’ It might have cropped up on your job specs and been discussed during your most recent job interview. But what does it actually mean?

77

Modernising the ‘bring up’ folder

Practically Perfect PA

Today I thought I would write about a system I used to use to keep my Executive organised everyday – the ‘bring up folder.’ ’ I think most of you are familiar with the bring up folder system and many of you use it to also keep your Executives on track throughout the day.

75