Most things on the internet are free nowadays. Information. Photos and Music (albiet with strings attached). Deals on airfare. Customers. But what happens to our perception of value when we stop paying for things? At a minimum, our expectations change. We get used to getting something for nothing. In the case of social media, seems […]
If someone were listing costly items for businesses, band-aids would probably not appear on the list. However, after reading a recent article by Sarah Dean, “Are you Band-Aiding your Design or Customer Experience (CX)?” I believe that band-aids may be the most costly item for any business. She astutely identifies the ramifications of “band-aiding” customer […]
Customer service can make or break an organization, it may cost Comcast $45Billion. We will focus on customer service impacts and outcomes during the February 18th Customer Service Feature on #SMChat. We hope that you will join us at 1pm ET for a lively discussion.