I have a problem. The problem is that I am actively engaged in speaking, writing and consulting in the area of Social Media. Why is that a problem? Because I am all about “what can I do for you” in the customer world and in the Social Media world it is “all about me and…
Monthly Archives: April 2009
Back to basics – start with “Raw” information…
For some reason this past few weeks the discussion about “how to collect customer feedback to improve the customer experience” has come up so I wanted to address this and hopefully get everyone back on the right track. My rule is that if “you don’t know the answer, go ask”. This basically says that if…
It’s all about the customer experience…
There almost isn’t a day that goes by where I don’t hear someone tell me about how they lost a customer to their competition. Upon further inspection there are all sorts of reasons such as price, terms, product availability, better expertise, or a host of other so called “reasons” why they defected. BUNK! OK, sometimes…