customer service statistics
This poster speaks for itself… Photo via DataViz tumblr
8 business opportunities you just missed (if you’re not listening)
A lot of businesses I speak to raise a common issue with social media: “If I start participating online, doesn’t that open my business up to customers complaining or saying negative things about us?”. My response is always: “How do you know they’re not saying negative things about your business right now?”. Crickets. Me: “What […]
why your customers may be gossiping about you
Contrary to popular belief, a brand is not a logo, a name or something that your marketing department ‘thinks up’ in a boardroom. A brand is how people would describe your company or your product to another. It’s shaped by the sum of all of their experiences and interactions with you – at every level […]
sunday spark . the care economy
This latest instalment of Sunday Spark focuses on a presentation given by Gary Vaynerchuk of Wine Library TV fame at FOWA London 09. My takeaway from his talk is that we live in a care economy. A time when being passionate about what you do helps you stand out from the crowd and when caring […]
what amazon.ca can teach us about customer service
I’m in the process of working on a presentation for Event Solutions Catersource on ‘How to turn customers into Evangelists”. I’ve been immersing myself in examples of companies who have provided exceptional customer experiences – so much so, they’ve risen from the ranks of good stories to epic tales. But alas, I don’t have a […]