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 ┬áCustomer 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