Articles

Before focusing on specific strategic blueprints for maximizing social media, leaders need to assure they do not fall victim to the most fundamental of pitfalls; one which, in and of itself, can completely cripple the organization’s ability to ever succeed with social media. Read more

A study looking at social media examples from brands like Coca-Cola and Best Buy shows the additional value Facebook fans bring to the business over non-fans. Does this prove that social media marketing indeed yields an ROI? Read more

Shortly after my first encounter with Google Chrome’s new “Coffee” ad spot, I decided I simply had to write about the tech giant’s marketing strategy. This is NOT the article I initially intended to compose. Read more

The buzz and instruction frequently encountered by call center leaders does not necessarily align with what they perceive as most crucial to success. Read more

In the slightly-smarmy words of Domino’s CEO Patrick Doyle, “I’m not crazy.” Read more

Our group of call center and customer service leaders identified 25 challenges that must be addressed prior to achieving success with social customer care. Do you have the answers? Read more

Sometimes little comments can make big waves. That was certainly true of a comment made during a brainstorming session at Customer Management IQ’s 7th Annual Call Centre Week Canada. Read more

For example, just because the agent didn’t say the customer’s name three times doesn’t mean it was a poor call. Similarly, even if he did, it doesn’t mean it was a good call. Read more

Instead of thinking about a big picture strategy for establishing a better customer experience online, they reduce the situation down to a more one-dimensional battle to better user experience. Read more

If you called a contact center with a customer support issue and were told, albeit nicely, that you needed to email or call a different representative to solve your problem, wouldn't you be a tad disappointed? Read more

After offending customers with an allegedly "sexist" marketing blast, tech firm Sqoot made things worse with a flawed apology. Do not make the same mistake--learn why all customer apologies are not created equal. Read more