Monthly Archives: June 2014

Social Media Research of Customer Experience is a Smart Marketing investment

Listening to customers through social media channels, is a well established practice for support of  Customer Service and PR business processes. Marketing organizations are less known for their successful attempts to use social media to engage customers. Many of these … Continue reading

Posted in Product Marketing, Social Media Research, Uncategorized | Tagged , | Leave a comment

Message to CX profession – Transparency begets trust

I get requests to complete surveys quite often. They come from my bank, after in branch transactions, websites I visited, customer service of my credit cards and cable providers. They all want to know how I would score whatever is … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Market Research | Tagged , , , , , | 4 Comments

Beyond Buzzwords – 4 Keys to Effective Action

A few weeks ago I attempted to provide a clear distinction between customer experience and customer support in this blog post. Since then, the post was re-published on a number of customer experience and service websites, was shared by many … Continue reading

Posted in Customer Experience CX, Customer Support | Tagged , | Leave a comment