Best Buy, the worst buy: Lessons from the field and online
Please forgive me: First, for not having finished a post on the Humanization of Salesforce, which is the post that will be coming next in lieu of my normal Dreamforce post; Second, for even writing a “service experience” problem post, but once in a great while my personal pique, which is what usually keeps me […]
Event Report: @ServiceNow Transforms From #ITSM To Experience Orchestration #know18
It’s The Experience, Stupid! Over 18,000 customers, partners, prospects, and influencers gathered at the Sands Convention Center and Expo in Las Vegas for the annual ServiceNow Knowledge Event (see Figure 1). The vendor best known for its success in IT Service Management has been on a growth tear. In March 2017, CEO Frank Slootman handed […]
Major Data Loss Bug in WPEngine and Yoast SEO Plugin
What would you think if I told you that while using the most popular WordPress SEO plugin on one of the most popular WordPress hosting platforms you’d lose a blog post approximately every 30 days and be locked out of your account? It’ll cost you the time it took to write the blog post plus […]
Symantec: World’s Worst Customer Service?
Recently, I needed to purchase an SSL Certificate to get a Norton Seal on my web site. Such seals signify the site has been swept for malware and generally give visitors a sense of confidence that the site is legit and safe. Originally, the seal could be purchased separately (and more cheaply) from the SSL […]
The Four Personas Of The Modern CMO In A Digital World
Marketers Face Massive Challenges In Making The Digital Shift In interviews with over 100 digitally focused, modern CMO’s, shared common challenges in the transformation of their roles and with the support of new digital business models. The top 20 modern marketing challenges (not in order of importance) include: Delivering on a creative to commerce […]
Vindication On My Position: Social Customer Service Sucks…
I am as tired of telling you not to embark on Social Customer Service as you are of telling me I am a grouchy old man and I don’t get it. Fine. My data and case studies have not convinced you, so let’s try a different approach. Let’s have someone else show you their data. […]
How to Do Mobile Customer Service (With Videos!)
Yes. I gave in to the dark side… the title is a little link-baitish… I will admit that. But, there is good content (and they are videos) associated with it. Here is the scoop… A couple of years ago I started working with a large number of brands on their approach to mobile customer service. We […]
Customer Service Research – One More Time!
Yes, its that time of the year. The (now) fourth version of this wonderful research on Customer Service Usage and Adoption report is coming back! I know, I know. Hard to contain your excitement… me too. Here’s the scoop. I have been running this report for the past three years under the sponsorship of KANA […]
SugarCRM CEO talks customer engagement, selling, and the empowered digital consumer
The phrase “customer engagement” expresses the value and importance of interacting with buyers. We all want prospects and customers to interact positively with our brand and products. While unhappy customers often share their stories online, converting customers into fans, or even brand advocates, is another story altogether. On one level, it’s simple. If customers love […]
The clarity of definition: CRM, CE and CX. Should we care?
Definitions mean something. Paul Greenberg attempts to clarify the difference between CRM, customer engagement and customer experience so we don’t have to argue it anymore. Why can’t we all get along?
