Bloomberg is reporting that a French Appeals Court reduced the fines eBay must pay in a counterfeits case involving LVMH Moet Hennessy Louis Vuitton... »
Customer Service
The 2 Customer Experience Killers, Part 2
Last week I looked at an interesting downside of social media. Social media makes it possible for anyone with very little effort to start a blog or social group that thrashes a vendor. Generally speaking, the people behind these sites have a gripe that has a fragment of truth in it, and... »
How to Tear Down the Language Wall
Less than 15 years ago, establishing a global presence was a conscious decision that a company made. It usually involved long and complex discussions about offices, physical presence and physical travel. With the advent of the Web, all of that changed in an instant. With the establishment of a website, every company, no matter... »
3 Industries Where Service Should Change the Equation
Customer service is being touted as a lot of things these days -- "the new marketing," "the new CRM," even "the new sales." That's all well and good, but many customers just wish customer service could be "the new, actually functional customer service." The situation isn't abysmal everywhere, but there are certain vertical markets... »
The 2 Customer Experience Killers, Part 1
Last week in New York, I began some field research in social CRM that will result in a longer paper later this fall. One of the things that interested me was the level of frustration and, well, anger that some customers have for some of their vendors. It's a mixed bag, really --... »
Solving the Fax-to-Order Customer Service Problem
Businesses will probably always have customers who want to place their orders by fax. When there are manual tasks involved in processing those orders, they can present a serious problem because companies may fall short in meeting expectations of the customers who place them. »
Delivering Exceptional Customer Experience in a Multichannel World
It's been more than 10 years since Time magazine named Amazon.com CEO Jeff Bezos Person of the Year for his success in popularizing the ability to shop for and purchase just about anything online. At that time, you didn't have to go far to find experts touting e-commerce as the total replacement for the... »
Taking the Technology Out of the Changing Customer Equation
The facts about today's customers are well established: They know more about your business than ever before, they're talking to their peers and to the wider public about you, they want to be communicated with through the channels of their choosing, and they desire to have a more partner-like relationship with your company. So,... »
5 Reasons to Love Automated Virtual Agents
Do you want to close more sales? Do you want to sell more to existing customers? Do you want to get closer to your users online so you can know what they are thinking? A virtual agent could be an effective way for you to do all of the above. What... »
Social Media Adventures in the New Customer World
There's been much ado about social media as the latest, greatest customer service tool -- but all that ado does little to help a corporation steer the conversation around perils and toward profits. So, buzz aside, where is the leverage in a set of tools that is seemingly all talk and little substance? »
Viewing Customer Relationships Through a New Lens
The relationship between a business and its customers is determined by the interchanges that occur between them. These interactions are complex. They occur over a wide range of communication channels, such as phone, email, Web and text, including some outside of organizational control like social media. They cover a broad range of topics and... »
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