Turning Lemons Into Lemonade: How To Find The Opportunity In Negative Customer Experiences
By Mickael Bentz, Adobe Campaign Social media has provided a digital megaphone for disgruntled customers to publicly shame…
Executive Viewpoints April 27
Latest In: customer service
“Ugh! It’s Him Again.” How To Deal With Difficult Customers
By David Bozin, Bindo His reputation preceded him. Your co-workers scattered when they saw him coming, but you…
Executive Viewpoints April 3
Facebook Shakes Up Customer Service With New Messenger Offering
Many consumers visit social networks to learn about a brand, its products and even ask questions. According to…
Features April 1The Heart Of The Matter: Why Retailers Need Sentiment Analysis To Connect With Customers
By Dheepan Ramanan, Clarabridge Viktor Frankl, the Holocaust survivor and writer of Man’s Search For Meaning once remarked,…
Executive Viewpoints March 20
Edmunds Accelerates Engagement With SMS Marketing
Although mobile-optimized sites and apps can help brands successfully engage with smartphone users, Short Message Service (SMS), or…
Features March 11
Delivering Better Customer Service: Putting The Person In Personalization
The proliferation of business technologies is creating greater scope than ever for automating customer service processes, but how…
Executive Viewpoints February 24BYOD In Retail: Friend Or Foe?
By Mike Lanciloti, Spectralink We often discuss how retailers can keep pace with customer demand when it comes…
Executive Viewpoints February 16
The ‘Switching Economy’ Leaves $1.6 Trillion Up For Grabs
Shoppers today have access to more product and brand options due to their day-to-day use of digital tools…
Features February 10Why Are Consumers Abandoning Your Mobile App?
By Mark Clark, Contact Solutions Consumers love their mobile apps. And with 75 billion apps in Apple’s appstore…
Executive Viewpoints February 9Top Stories
