Personalized Customer Communication

What if your Salesforce Community provided fast access to all of the answers your members need, wherever that content resides?      Now, what if your Salesforce Community could actually...

It might be one feature offered by one company, but the "Mayday" button on Amazon's Kindle Fire speaks to an essential ingredient in today's customer experiences: human interaction. On the surface...

We often stress the importance of developing a customer-centric culture, but what happens when the culture of a customer base is inconsistent? This challenge, a pressing one for any global busines...

Of the many tools and tactics a company can use to improve the customer experience, speed is the most overlooked. That is unfortunate because a major factor in creating a positive customer experienc...

Two distinct customers. Two distinct restaurant experiences. One common attitude. Suggesting the universe conspired to make me regret saying a customer’s demeanor should not impact the...

Born on the Internet, Ask.com inhabits a medium notorious for attracting complaints and fostering lofty customer service expectations. In order to meet the escalating demands of its growing, vocal a...

Its intensity might not rival that professed in a comedic article by CRM professional John Burton, but the notion is absolutely real. For some customers, 15%, in fact, the prospect of interacting...

The axiom "It’s not what you say but how you say it," is as relevant for B2B sales as it is for fostering strong personal relationships. New research published in the Harvard Business Review...

Businesses all over the globe are working to create a distinctive customer experience, but many of them are missing a fundamental piece of the puzzle: they don’t really know what customers wan...

How many times have your loyal customers become frustrated having been asked to repeat their information? Or had to explain their special situation or circumstances every time they call? Today&rsquo...

Real service situations create opportunities to see organizations in action. Recently, I had an encounter with AT&T Uverse, my service provider for phone, internet and television. Documenting thes...

Being the generous, forward-thinking guy that I am, I do not call customer service departments for the sole purpose of complaining. When I bring an issue to a business’ doorstep, I always pro...