Customer Service in 2012 and Beyond Technology..
Managers in Customer Services don't need more or new technology, but what is it they do need (to do)? Here's my take for 2012 and beyond!
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Browsing All Posts filed under »Customer Services«
E-mail from a Contact Center Manager
November 5, 2011
I received an email from a Contact Center Manager I think everyone should read. The e-mail, which I publish almost entirely, speaks for itself.
The Customer Is Always Wrong
September 7, 2011
Do you still think the Customer is always right? I don't think so! You can read why, and why that is important, in this post.
Top 5 reads on this blog over the past 6 months..
July 16, 2011
here's an overview of the best read posts on my blog in the first 6 months of 2011. Check them out!
Presentation: Customer Service, Serious Business?
April 22, 2011
Early February I wrote a post titled: Because it is time you take Customer Service seriously. For my speaking engagement on the 2011 Dutch Customer Contact Days in Utrecht this week, I translated the post into a 30-minute presentation, I’d like to share with you here. Please let me know what you think of it… [Read more…]
Because it is time you take Customer Service seriously..
February 7, 2011
To date, the best proxy for good and effective Customer Services (operations), has been set by Bill Price, with his book "The Best Service is no Service". I believe we need a more fundamental change though, in our perspective to finally start having a real and sustainable impact on business results, not just sitting on the cost-side of the equation. I would like to explain so by elaborating on the "Five perspectives on Customer Services" we need today...
Follow-up on Destroying Customer Value: @Telfort is listening..
January 30, 2011
Last week’s post Destroying Customer Value was in it’s essence not about getting attention from the Telco company involved (being Telfort). Fortunately @Telfort is listening in on-line for nearly two years now (I think). They even have a service blog (Dutch only; which turned into another marketing channel after they solved a huge backlog in… [Read more…]
The Future of (Social) Listening: If we knew..
January 4, 2011
@katenieder from Dachis Group wrote a post titled “The Future of Listening: If we know what we know“.. I have to admit I was positively surprised by the fact that she is clearly stating her caveat with the current state and the potential of Social Media Monitoring and Analytics. This is quite a thing for… [Read more…]
Wim Rampen
Talk with me on Twitter
Barry Dalton – Customer Service Stories
- Left Hand? Meet The Right Hand. February 22, 2012 Barry Dalton
Mike Boysen – Effective CRM
- Products Come and Go – Customers Will Always Have Needs January 31, 2012 Mike Boysen
Arie Goldshlager’s Posterous
- Customer Service by The Norwegian Broadcasting Boys Choir January 30, 2012
CRM Strategies by Brian Vellmure
- Thank you – Please visit my new blog home: http://www.brianvellmure.com January 18, 2012 brianvellmure
PGreenblog
- Glass 4/5 Full: Life, Business and the Narcissism of Small Things January 31, 2012 Paul G.
The Customer Revolution
- Don’t let a millennial determine your strategy February 23, 2012 Laurence Buchanan
Social CRM – The Conversation
- CRM Watchlist 2012 Winners - Consulting/SIs - The Very Final Four February 21, 2012 Paul Greenberg
Graham Hill on Customer Think
- Seven Simple Steps Towards Better Collaboration September 30, 2011 graham_hill
Esteban Kolsky’s Blog
- Lithium Closes Round D of Funding – First Take January 6, 2012 ekolsky
A. Prem Kumar’s Blog
- Rethinking "Social" in 2012 December 18, 2011 ScorpFromHell
Mitch Lieberman’s Blog
- Can you Leave Work at the Office? February 15, 2012 Mitch Lieberman
Mark Tamis’ Blog
- Go With The Customer Flow February 21, 2012 Mark Tamis
Now on Customer Think
- The Encyclopedia of Human-Computer Interaction: Disruptive Innovation February 23, 2012 ExperientalMarketer
December 9, 2011
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