Guidelines for Brands Using Twitter
by: David ArmanoFor many individuals, Twitter allows us to manage our multiple circlesof friends and contacts. However, In what seems like a very short amount of time, Twitter has become one of the...
View ArticleCustomer Complaints as a Source of Business Insight
by: John CaddellWe're taking a brief detour from the corporate change series to discuss customer complaints (every businessperson's favorite subject) though in truth it is very much in sync with the...
View ArticleBest Buy in the House Pt. 2
by: Jonathan Salem BaskinYesterday, I wrote about how I didn't necessarily understand (or believe) Best Buy's plans to expand significantly its private label technology products business, and its hopes...
View ArticleCustomer Relationship Metamorphosis
This piece by Eddie Yoon of The Cambridge Group over on the Harvard Business blog makes an interesting point. In any product category, roughly 10% of the consumers account for more than 50% of the...
View ArticleThe Graph Is Nice, but What Are You Hearing?
I’ve been working with a client company and looking deeply into their customer calls to find patterns around why people call, how CSRs handle calls, and what issues customers are having with the...
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Bert Klingsporn
Together with his clients Bert is passionate about how more customer centric management leads to more loyal and profitable customer relationships. With his customer driven approach he has been...
View ArticleWhy Are Companies Not Responding to Customer Complaints in Social Media?
Guest Post by: Jo StratmannThough there are several opportunities for using social media as a customer service channel, but while customers are using social media to lodge complaints, the majority of...
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