Browsing All Posts filed under »Uncategorized«

Transitioning from Customer Service to Customer Experience

August 13, 2014 by


There is a shift happening in the way that businesses interact and build relationships with their customers. This appears to be a result of the expectations that customers have. Brands are evolving their models to shift the mindset from customer service to customer experience. Although the two are related, this is a significant shift in […]

Time to Embrace a Mobile First Mindset?

June 3, 2014 by


Based on some recent research data it appears as though mobile is moving up the purchase funnel. In increasing numbers, mobile users are starting the research process on their devices. Mobile users have been known for their bias for action. As a result, mobile has typically been positioned at the bottom of the traditional purchase […]

Is Your Customer Service Making or Breaking You?

May 14, 2014 by


The focus is 4 Keys to Killer Customer Service, according to a Time magazine article here, are as follows: Quality Product or Service Stellar Service Time is Not on Your Side Be Prepared for Things to Go Wrong Customer service can make or break an organization…sometimes the impacts of poor/stellar service can be seen immediately and […]

The Ups and Downs of Customer Service via Social Media

April 9, 2014 by


Simply Measured provided a look at how companies are responding to customer service inquiries via twitter and this was used to frame our SMChat for April 9, 2014 at 1pm ET.

Mobile App Usage Increasing for 2014. Charting the future.

April 1, 2014 by


I owe a huge debt of gratitude to my co-moderator Autom @autom8 for his stellar solo performance the past couple of months. I’ve just completed an extended assignment and I am excited to return to the chat. Recently I have noticed a number of studies and charts that show mobile behavior is changing, we have […]

Customer Service and Social Media Evolution

March 12, 2014 by


Customer Service and Social Media are evolving quickly.  It is in the best interest of organizations to connect the two, in order to maximize the benefits from customer service and social media.  However, if Customer Service and Social Media do not fall under the same overarching organizational structure, they should be connected by intracompany goals […]

The Costs of Poor Customer Service

January 8, 2014 by


There are so many costs of poor customer service and yet, it appears, that many organizations ignore these costs.  How many times have you suffered a poor customer service experience simply because the employee you were dealing with wasn’t empowered to make your service better?  Did you choose to take your business elsewhere as a […]

The Holidays: Mobile marketing’s one true barometer?

November 26, 2013 by


With the holidays upon us, it would be opportune to take a quick pulse check and see just how deep and pervasive mobile shopping’s penetration has progressed. What may we glean from emerging mobile consumer trends ever since we’ve seen its emergence just a few short years ago? Do the holidays (particularly in the U.S. […]

Customer Service Equality: In-store must equal online customer service

November 13, 2013 by


With the biggest shopping day of the year looming, there’s been a lot of discussions about what will happen as people transition away from brick and mortar shopping and move to online purchasing.  For many businesses though, the brick and mortar storefront will never “go away.”  The best example of that type of business is […]

Addressing Gaps in the Consumer Buying Journey

November 5, 2013 by


According to Natasha Hritzuk, the senior director of consumer insights at Microsoft, consumers are desperate for a more personalized shopping experience. She offered this insight based on Microsoft’s recent consumer decision journey research. The message isn’t really new, for some time we have known there is a gap between the shopping experience consumers are expecting […]


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