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.

2012 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.

2012 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!

2012 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.

2011 94

Lithium’s Customer Heroes

Customers Rock!

2012 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.

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.

2011 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.

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.

2011 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.

2011 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!

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.

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?

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.

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.

Bathroom Blogfest 2010 – Stuck in the 60s?

Customers Rock!

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

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.

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.

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.

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.

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.

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!).

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.

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.

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.

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.

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.

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.

2017 110

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.

2017 98

A sneaky peek at the Future Assistant programme

Practically Perfect PA

As you guys can imagine with two weeks to go to the Virtual Summit I am literally up to my head in videos, online event technology, marketing and social media. I’m not going to lie, it is pretty intense BUT, it is going to be so awesome!

2017 67

Asia's Surging Middle Class Driving Global Growth

Small Business Labs

While it's hardly new news that Asia's middle class and economies are growing, it's still worth looking at the amazing numbers behind this. According to  Asia: Leaning In , a report from the giant global investment management firm KKR, Asia's middle class will increase from 1.4

2015 57

Number of Minority Owned U.S. Small Businesses Growing Rapidly

Small Business Labs

According to research from The Business Journals SMB Insights group the number of minority owned small businesses in the U.S. is growing much faster than overall small business growth rate. As their chart below shows, between 2007 and 2017 the number minority owned SMBs have grown by 79% reaching 11.1

2017 73

EY Embraces the Gig Economy

Small Business Labs

The "Big 4" accounting and consulting firm EY recently announced GigNow , an advanced technology platform that sources and matches qualified independent workers with projects at EY.

2017 77

Day in the life: Diana Brandl, Senior EA at Mister Spex

Practically Perfect PA

Today’s Day in the life: Diana Brandl, Senior EA at Mister Spex, Founder and CEO of The Socialista Projects, Head of IMA Berlin and National Social Relations Officer, speaker, coach and mentor and all round superstar EA! What are the main aspects of your role?

2017 76

More Forecast to Cycle Between Traditional Jobs and Independent Work

Small Business Labs

MBO Partners released a list of their 10 predictions for the next decade of independent work. The list covers a lot of ground and all the predictions are interesting.

2017 76

Why personal development is your own responsibility

Practically Perfect PA

That “back to school” feeling affects us all, even if we have left our school days far behind. There is definitely an air of a new start, a fresh approach to work and the motivation for self-improvement every September.

2017 75

Best tips on working with multiple managers

Practically Perfect PA

Last month I asked everyone on the Practically Perfect PA social media platforms to give me their best tips on working with multiple managers. Here are the results. Enjoy… There are some brilliant tips here! Here are my best tips on working with multiple managers.

2017 106

25 ways to get noticed on LinkedIn

Practically Perfect PA

Congratulations! You have an ‘All Star’ LinkedIn profile. You must be doing something right. Before you become too complacent, please ask yourself the following questions. Am I really leveraging LinkedIn to its full effect? Am I using LinkedIn strategically to grow my Personal Brand?

2017 99

Uber Promotes Worker Flexibility

Small Business Labs

Uber's  "180 Days of Change" campaign , which is designed to improve the Uber driver experience, is getting a positive response for both the media and drivers.

Will Consultants be Replaced by AI?

Small Business Labs

Since we're consultants, we hope not. But that's thesis of HBR's  AI May Soon Replace Even the Most Elite Consultants.

2017 86