| 59 blog results |
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Contributor: Frank Eliason
Contributor: 01/19/2012 12:00:00 AM EST
Is It Really the Agent’s Fault? As Consumers when an experience is not pleasant we like to blame someone, often times it is the agent we are dealing with. Is this right? Usually not. read more
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Contributor: Frank Eliason
Contributor: 01/18/2012 12:00:00 AM EST
Do You Build the Right Messages for Your Customers? I had a great experience returning an item to Lowes last week. The cashier made if fast and was very friendly. She even noticed, without me saying, the color difference which was the reason for the return. read more
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Contributor: Frank Eliason
Contributor: 01/17/2012 12:00:00 AM EST
Picturesque Service It seems with all the technology we as Consumers are still growing frustrated by the service experience by companies. It seems to me many companies just created a patchwork quilt to meet the demands of their Customer. read more
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Contributor: Frank Eliason
Contributor: 01/14/2012 12:00:00 AM EST
Is Service Down the Drain? I am excited to report that in the coming weeks you will be seeing some changes to this blog. First I will be updating the look. But, more importantly, I will be focusing on sharing stories I read everyday regarding Customer Service. read more
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Contributor: Frank Eliason
Contributor: 12/16/2011 12:00:00 AM EST
A Tale of Expectations A tweet says so much yet may not provide clarity. A few days ago I tweeted about two experiences over the past week with hotels. The more I think about the tweet the more I realize it is a tale of expectations. read more
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Contributor: Frank Eliason
Contributor: 12/16/2011 12:00:00 AM EST
A Tale of Expectations A tweet says so much yet may not provide clarity. A few days ago I tweeted about two experiences over the past week with hotels. The more I think about the tweet the more I realize it is a tale of expectations. read more
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Contributor: Frank Eliason
Contributor: 12/15/2011 12:00:00 AM EST
Destroying A Brand in a Social World Much Discussion has been made about how successful companies can market themselves and their products through social media. I personally wonder if anyone truly cares about hearing brands do this, but that is a post for another day. read more
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Contributor: Frank Eliason
Contributor: 12/15/2011 12:00:00 AM EST
Destroying A Brand in a Social World Much Discussion has been made about how successful companies can market themselves and their products through social media. I personally wonder if anyone truly cares about hearing brands do this, but that is a post for another day. read more
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Contributor: Frank Eliason
Contributor: 10/21/2011 12:00:00 AM EDT
Social Media is Part of the Solution to #OccupyWallSt Over the past month the #occupywallstreet fever has been sweeping the country. There have been a few different thoughts surrounding the movement and I feel it is time for me to share some of my own. read more
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Contributor: Frank Eliason
Contributor: 10/21/2011 12:00:00 AM EDT
Social Media is Part of the Solution to #OccupyWallSt Over the past month the #occupywallstreet fever has been sweeping the country. There have been a few different thoughts surrounding the movement and I feel it is time for me to share some of my own. read more
| 59 blog results |
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Customer Experience Management for Banking & Financial Services
Venue to be confirmed, London, UK
September 18- 20, 2012 -
12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
3rd Annual UAE Customer Service Week
Abu Dhabi, United Arab Emirates
September 30- 3, 2012 -
Customer Experience Management in Telecoms: UK Summit
Chelsea Football Club, London, UK
July 16- 19, 2012
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Lessons From Peter Drucker:
Why "Doing the Right Thing" is the Key to Winning Customers: Integrity can mean a lot of different things to different people, but Drucker simplified it to a single sentence --- it means adhering to a code of ethics and doing the right thing by sticking to that code. read more
drucker | marketing | drucker on marketing
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"The Drucker Perspective":
Ignorance: The Secret of Demand-Side Innovation?: Would you like to come up with innovations that mark you as an extraordinary performer? I’m talking about innovators like Frederick Smith who thought up the idea behind FedEx while still in college, or Albert Einstein who developed the Theory of Relativity not while laboring befor read more
innovation
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You Hired Me for Customer Service, Not Sales: I’m sure you’ve met this person... read more
customer service | agent engagement
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The Social Mistake You Cannot Afford to Make: From emphasizing personalized responses that... read more
social media | social crm | roi
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