Lots of strategic marketing is B2B. But there’s not much strategic marketing resource out there on using social media in a B2B context. So here are three good places to start: Social Media & B2B View more presentations from Ryon … Read More
Can any company with bad customer service survive in a world of ubiquitous social media? Here’s a small round-up of the many ways in which my local train company, First Capital Connect, is committing customer servicide. … Read More
Imagine the cost of bad customer service in a world where 200 million blogs exist and 34% of bloggers post opinions on products and services. Bad customer service begins to sound like customer servicide doesn’t it?
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Investing in customer insight but cutting customer contact makes no sense. Service teams have huge emotional investment in putting right the things that cause customers angst. They should be central to strategic product and service innovation. … Read More