When crafting corporate strategy, make sure to account for shifting customer [business] journeys.
I once read that one of the most important jobs of a CEO was to hire the right customers. I liked the concept because we rarely think of “hiring” customers. Too often we just assume that a customer with money
Depending on your perspective you may view social media as either panacea or money pit when delivering a customer experience. Molly Flatt considers a similar question in her article Social customer service: a must-have or a let-down? The answer is
In a previous post I picked on a Shutterfly, Inc. transaction to demonstrate how easy it is to spot customer service problems. Now, let’s turn our attention to what they should do to atone for their customer service sins. First,