- Social Servicing Supports Brand Health
Marketing Daily, Mark Hanley - Monday, December 20, 2010
There is increasing demand by companies to make social media listening solutio ...
- Why Marketers are Turning Call Centers Into Profit Centers
Around the Net In Brand Marketing, Nina Lentini - Wednesday, December 15, 2010
As consumers become "unreachable," every contact counts. ...
- QSRs Cope With Heat From Employee Act-Outs
Marketing Daily, Karlene Lukovitz - Friday, December 10, 2010
The last few days have seen media reports of two incidents involvi ...
- A Loyal Follower Is Hard To Find (And Keep)
Research Brief, Jack Loechner - Tuesday, November 9, 2010
According to the 2010 Cone Consumer New Media Study, loyal followers c ...
- 1 in 5 Value Good Service Over Good Food
Marketing Daily, Karlene Lukovitz - Tuesday, October 12, 2010
Tips from Empathica include: Understand your top promoters and worst detractors ...
- Stop Trying To Be The Nordstrom Of Your Industry
MarketingTools: CRM, Chad Little - Tuesday, October 12, 2010
Sometimes I wonder why a company is trying so hard to w ...
- Customer Service IS Marketing
Engage:Millennials, Morgan Stewart - Friday, September 17, 2010
Gen Y drove the adoption of open communication technologies and that adopti ...
- 'Happy' Bank Customers Consider Switching
Marketing Daily, Aaron Baar - Friday, September 10, 2010
The most common reasons cited for switching banks: dissatisfied with the servi ...
- Target Beefs Up Electronics Support
Marketing Daily, Sarah Mahoney - Wednesday, August 25, 2010
Offering further proof that it is taking just as many competitive cu ...
- Overseas Call Centers Rupee Wise, Dollar Foolish
Marketing Daily, Karl Greenberg - Wednesday, August 25, 2010
For many large corporations, the call center is the one human experien ...
- Discover Promises To Be The Anti-'Peggy'
Marketing Daily, Tanya Gazdik - Tuesday, August 17, 2010
Three TV spots, the first of which broke earlier this week, st ...
- Is This Guy Or Gal For Real?
Around the Net In Brand Marketing, Thom Forbes - Friday, August 6, 2010
S. Larson, please call B. Newman of the Wall Street Journal. ...
- J.D. Power: Carriers Improve Customer Service
Marketing Daily, Aaron Baar - Thursday, July 29, 2010
"It's not just about making a customer happy, it's actually exceeding that ...
- Health Insurance Industry Discovering Empathy Counts
Around the Net In Brand Marketing, Thom Forbes - Wednesday, July 7, 2010
If Gregory Warner's report from the front lines of relationship management ...
- What Are You Teaching By Responding Faster To Angry Tweets?
Around the Net In Brand Marketing, Thom Forbes - Monday, June 21, 2010
Are you, Ms. or Mr. Major Marketer, teaching your customers to whin ...
- The Implications Of 'Digital Courage' For Marketing
Engage:Millennials, Morgan Stewart - Friday, June 18, 2010
Customer service issues that crop up in social media point to earli ...
- Challenging The Synergy Between Marketing And Customer Service
MarketingTools: CRM, D. Daniel Ziv - Tuesday, June 15, 2010
Marketers must partner with their fellow departments to learn what customers real ...
- Sears Expanding MyGofer; Will Deliver Groceries To Homes
Around the Net In Brand Marketing, Thom Forbes - Friday, June 11, 2010
Sears quietly expanded its year-old MyGofer online shopping portal in Manhattan a ...
- Self Service: A Blessing Or A Curse?
MarketingTools: CRM, D. Daniel Ziv - Tuesday, May 18, 2010
Linking marketing programs to contact center intelligence and self-service usage may ho ...
- It's The Customer Experience, Stupid!
Email Insider, Ryan Deutsch - Thursday, May 13, 2010
I am a true believer that marketers must engage consumers via ema ...
- Cinco Ideas De Mayo
Marketing Daily, Drew Neisser - Saturday, May 1, 2010
In April, Facebook and Apple made game-changing introductions while gatherings of character ...
- Service Is The New Marketing
Marketing: Travel, Gary Leopold - Monday, May 3, 2010
While everyone continues to ponder the continuous shift of marketing budgets fr ...
- Cadillac Dealers To Take Ritz-Carlton's Customer Service Lessons
Around the Net In Brand Marketing, Thom Forbes - Friday, April 2, 2010
Cadillac dealers will learn how to better treat their customers from t ...
- How To Create Customer Trust, Loyalty And A Great Brand Reputation
Online Spin, dave.b , Max Kalehoff - Friday, March 19, 2010
I recently wrote about the growing hype in marketing circles around custom ...
- Twitter Is Not A Platform For Solving Customer Service Issues
The Social Graf, Erik Sass - Wednesday, March 17, 2010
I was just struck by an offhand comment during audience Q&A followi ...
- Marketers Turn More Than Ever To Employees In Advertising
Around the Net In Brand Marketing, Thom Forbes - Monday, March 15, 2010
Marketers are increasingly using their employees to "humanize" their endeavors, Noreen O'Lea ...
- The Customer Is Always Right? Not At The St. Croix Falls Cinema
Around the Net In Brand Marketing, Thom Forbes - Wednesday, March 3, 2010
An expletive-laced response to a theater-goer's legitimate gripes about her Saturday-night-at-the-movies experien ...
- GM To Let Hummer Die As China Deal Falls Through
Marketing Daily, Karl Greenberg - Wednesday, February 24, 2010
Hummer was set to be sold off to Sichuan Tengzhong Heavy Industri ...
- B&N Top Specialty Retailer, Says Customer Satisfaction Survey
Around the Net In Brand Marketing, Thom Forbes - Tuesday, February 23, 2010
...
- Poor Customer Service Costs Companies $83 Billion Annually
Research Brief, Jack Loechner - Thursday, February 18, 2010
Genesys, with research firm Greenfield Online and Datamonitor/Ovum analysts, measuring the co ...