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37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Leverage Opinion Social Media

Digital transformation sets the stage for 2020 customer experiences…and beyond

Customer experience futurist Blake Morgan addressed her thoughts on customer experience and digital transformation in a year-ending Forbes.com article. She emphasizes, “Digital transformation and customer experience go hand in hand. These 100 statistics show the growth and importance of digital transformation, its impact on customer experience and digital challenges and opportunities for the future.” According […]

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37 and Counting Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Leverage Opinion

Competition, employee expectations define 2020s ‘customer service’

Given my firm belief that customer service encompasses every element of company performance—including employee acknowledgment and respect—the coming decade will focus squarely on competition for the best treatment both of customers and employees. Companies dedicated to both will continue to grow. Companies ignoring either will find themselves looking up at their competitors. A November Forbes.com […]

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37 and Counting Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Downloading a whitepaper leads to email bombardment

I’ve talked about a version of this before. A purveyor gets you to connect based on reaching out for information, then won’t leave you alone. That can be bad “customer service” long before you become a customer. This past couple weeks, I’ve encountered an even more insidious form of this disease—daily emails. I simply downloaded […]